SCOPE AND OVERVIEW

The WPRA Service Delivery Officer will steer and drive the Service Delivery Focus Group in line with the objectives of WPRA as set out in its Memorandum of Incorporation. (“MOI”).

Objectives include:

• Set up a focus group with Members from WPRA that will monitor the following key areas of service delivery from the City of Tshwane to residents of Wierda Park and its extensions (“Wierda Park”):
• General supply of electricity to residents and business owners.
• Monitoring and reporting of issues withing water and sanitation services to residents and businesses.
• Waste removal services to residents.
• Maintenance of streetlights and addressing faulty streetlights.
• Reporting damaged street signs and monitoring complaints on maintenance and upgrades to necessary street signs or infrastructure (speed bumps, robots, stop signs and other critical street signs necessary).

The Service Delivery Officer will provide regular updates to residents and the community where possible on any service delivery matters affecting Wierda Park such as:

• Scheduled electricity supply interruptions.
• Scheduled water Supply interruptions or maintenance.
• Strive to educate residents and business owners of Wierda Park on the proper and structured processes of reporting any service delivery issues such as:
  • Power failures (single, LV block outages, area outages within Wierda Park.
  • Prepaid services and reporting power failures, issues with loading payments and faulty prepaid meters.
  • Low or no water pressure.
  • Water meters leaking or faulty.
  • Manhole covers stolen or missing and reporting of same.
  • Water leaks or municipal owned water pipe bursts including reporting any unattended backfilling where water leaks or faulty pipes were repaired.
  • General Waste management issues.

The Service Delivery Officer will endeavour to build and strengthen relationships with the Ward Councillor of Ward 70 to report the necessary reference numbers obtained and to obtain information where possible on the expected ETR or ETA in any service delivery failures reported and to follow up on such services to be reinstated as soon as possible after reporting.

Create in collaboration with the Communication Officer a proper system of record keeping of all reported issues by residents of Wierda Park and recommending such issues to EXCO for action.

The Service Delivery Officer will regularly liaise with the Focus Group on service delivery and encourage the Focus Group to strategize on enhancements of service delivery to Wierda Park.

The Service Delivery Officer will:
Monitor and report regularly on service delivery matters of importance from the Municipality to residents and business owners where possible.
Will in collaboration with the Communications Officer of WPRA develop a platform to residents for identifying and reporting service delivery issues.

Report back to the Board of Directors on any key issues requiring immediate intervention by WPRA on behalf of its members.

Stay abreast of all new key developments within service delivery from City of Tshwane and will knowledge share any new information such as changes in service delivery processes.

Research and monitor tariff increases imposed by the City of Tshwane, discuss, and frequently meet with the Focus group on any such possible issues or irregularities in billing of residents and businesses of Wierda Park and channelling any such possible issues or irregularities to EXCO and or the Board of Directors for resolution and action.

The Service Delivery Officer must encourage the community to take part in any service delivery projects or engagements with the City of Tshwane such as public meetings on service delivery issues, budget discussions or any other initiatives imposed by the City of Tshwane in relation to service delivery in Wierda Park.

The Service Delivery Officer must liaise with other EXCO officers on service delivery matters that impact other Focus Groups within WPRA and setup the necessary discussion forums to find common ground and to initiate resolution of these matters. (e.g., streetlights affecting security of Wierda Park, tree pruning and maintenance affecting electricity supply on overhead cables in Wierda Park and municipal services in relation to the business centra of Wierda Park and affecting the overall neatness and tidiness of such public or communal areas in Wierda Park.

The Service Delivery Officer will not favour or side with any political party or councillor of the coalition party in ruling of City of Tshwane Municipality and will engage regularly with the appointed ward councillor of Ward 70 to ensure the City of Tshwane Municipality is kept accountable for responding and acting on poor or no service delivery to the Members of WPRPA.

The Service Delivery Officer through its Focus group must always strive to encourage positive, respectful, and orderly conduct by Members of WPRA and never support or condone violence or negative protest action.

The Service Delivery Officer must always act in the interest of the image and reputation of WPRA and its Members.

The Service Delivery Officer should always display compassion for people, have a real interest in the people and community of Wierda Park, the community at large and balance this with promoting accountability from the City of Tshwane Municipality and relevant officials to Wierda Park in service delivery.

The Service Delivery Officer should endeavour to:

• Increase awareness within its Focus group, EXCO and the Members of WPRA on the background of Wierda Park, its demographics and infrastructure as developed by the City of Tshwane some dating back to late 1960.
• Do regular investigations on current issues relating to maintenance and upkeep of the current infrastructure of Wierda Park affecting service delivery.
• Do continued research of the topic of service delivery to advance and enhance better service delivery in Wierda Park.
• Display the aptitude and to envision positive outcomes, the brighter side of things and solutions for poor service delivery.
• Be able to bring a diverse community together and cultivate a spirit of “ubuntu” within Wierda Park to overcome service delivery issues.
• Regularly engage the residents of Wierda Park with the necessary representative of the City of Tshwane to encourage public participation in matters related to service delivery.

The Service Delivery Officer will not engage in debates, speculations or defamation of any governing bodies, authorities, political parties, officials, or councillors and will instead aim to balance the constitutional rights of residents of Wierda Park against its consumer rights as paying consumers of services delivered by the City of Tshwane to residents.

The Service Delivery Officer must always display honesty, good communication skills, objectivity, openness, fairness, a positive caring attitude towards residents and always promote WPRA’s objectives in any communication or interaction with residents, Members of WPRA and the City of Tshwane and its officials.