The Face of the City

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Ensuring a better life for all.

The responsibilities of Msunduzi's infrastructure services and facilities unit are numerous, but their purpose is the same - ensuring a better life for all.

Infrastructure Services and Facilities Business Unit

The Infrastructure Services & Facilities [IS&F] Business Unit is the institutional organ of the Msunduzi Municipality entrusted with the responsibility of providing infrastructure services to communities in a sustainable and efficient manner.  Provision of basic services is one of the prime objects of local government as stated under clause 152 of the Constitution of the Republic of South Africa.

The IS&F Business Unit consists of five Sub-Units, each headed by a Manager.  The five Managers report to the Strategic Executive Manager who in turn reports to the Municipal Manager.  The Municipal Manager is the Chief Executive Officer [Accounting Officer] of the Municipality.

The Sub-Units include Water & Sanitation; Electricity; Infrastructure Planning, Housing & Survey; Construction & Reconstruction (Roads, Buildings, Transportation); and the Project Management Unit. The organization structure is functional in nature and is as shown below.

What is the Core Business?

Equitable provision of electricity, roads, bridges, water, sanitation and housing infrastructure assets to all residents of the City of Pietermaritzburg.

Sub-Units

Water & Sanitation Sub-Unit is responsible for the planning, design, construction and maintenance of Water and Sanitation distribution infrastructure assets. Umgeni Water supplies bulk treated water to Municipal reservoirs through a bulk water services agreement. Umgeni Water bills the Municipality on a monthly basis and the Municipality checks the quality and quantity of water supplied before making the payments.The sewage is treated by Umgeni Water at the Darvill Sewage Treatment Works on behalf of the Municipality through a services agreement.

Construction & Reconstruction Sub-Unit is responsible for the planning, design, construction and maintenance of local Municipal roads and buildings. The road construction and maintenance responsibility in the rural areas [Vulindlela] is shared with the Department of Transport [DoT] and the District Municipality [DM]. The DoT is responsible for provincial roads and the DM is responsible for district roads, leaving the Municipality to take care of the local roads. However, due to huge backlogs in the district roads, the Municipality is investing significantly in the construction and maintenance of district roads.

Infrastructure Planning, Housing & Survey Sub-Unit is responsible for:

  1. Planning of transportation systems.

  2. Design, construction of housing units and management.

  3. Building construction quality inspections in the City.

  4. The Sub-Unit also deals with all land and engineering surveys.

Electricity Sub-Unit is responsible for the planning, design, construction and maintenance of electricity distribution assets. Eskom also performs a similar function in some parts of Greater Edendale where it is licensed to do so. Eskom is the sole supplier of bulk electricity to the Msunduzi Electricity through an annual purchasing agreement. In line with the national strategy to restructure the electricity distribution industry, the Electricity Sub-Unit is an active member of the Regional Electricity Distributor establishment initiatives.

What are the driving forces for the business unit?

The IDP and vision of the Municipality; National and Provincial strategies such as ASGISA, provincial Economic and Development Framework, Sector Strategies [water, Roads, Housing and Electricity];

  1. The desire to fulfill the constitutional mandate for basic services to all residents.
  2. The desire to redress the economic imbalances created by apartheid.
  3. Customer satisfaction.
  4. Desire to achieve excellence.
  5. Desire to harmonise the co-existence of human beings and the environment.

How do we plan our activities?
The Integrated Development Plan [IDP] of the Municipality informs the projects and programmes of the Business Unit.
The Business Unit develops a five year infrastructure development and management strategy from the IDP or city strategy that is informed by the IDP.
Service sector strategies are then developed for water, sanitation, roads, electricity and housing.
These are three year plans aligned to the budget provisions.
For each financial year, service delivery implementation plans for each service sector are developed.
This will provide the basis for performance management.


What is our Vision?


Provider of choice for sustainable municipal infrastructure assets.

Mission

To provide our valued customers with sustainable municipal infrastructure, services and facilities in a dynamic, caring, timeous, efficient, effective, impartial and equitable way through the involvement of all our stakeholders.

Slogan


“Partner in Sustainable Service Delivery”

Values and beliefs

Fundamental to the IS&F Business Unit’s success, are these basic values & beliefs that:

  • Our staff is the source of our strength.
  • Gender balance will remain our decision-making determinant.
  • Empathy defines the identity and character of our feelings, passion and relationships.
  • Our services and facilities are the end result of our efforts and they should be the best in serving our customers.
  • Sustainability is the ultimate measure of our performance.
  • Customer satisfaction and caring is the focus of everything we do.
  • Community involvement, participation and upliftment is mandatory.
  • Flexibility defines our dynamism, inclusivity, caring and empathic attitude.
  • Integrity, professionalism and ethics define our way of doing business.
  • Dynamic continuous improvement is essential to our services.
  • Our community is the reason for our existence.
  • Environmental consideration is paramount to our success.
  • Total quality shall be the guiding philosophy.
  • Efficiency is what we all strive for.
Our customers

Our customers include the communities of Pietermaritzburg at large, provincial government, state organs, industry, business, community-based organizations, tourists, other incidental visitors and the environment.

Principles

The IS&F Business Unit believes in the eight principles of Batho Pele detailed below:

  • Consultation of Msunduzi residents on the level and quality of services offered and expected.
  • Service Standards: Maintaining high level of service standards at all times.
  • Access: Msunduzi residents have rights to access services to which they are entitled and pay for.
  • Courtesy: Msunduzi residents shall be treated with courtesy and consideration at all times.
  • Information: Residents shall be given full, accurate information about services to which they are entitled.
  • Openness & Transparency: Residents shall be told about the plans, challenges and how the Business Unit is run.
  • Redress: Residents shall receive a speedy, sympathetic and positive response to their complaints if they do not receive the promised standard of service.
  • Honesty
  • Value for Money: To give value for money, services shall be provided in an efficient and economically sustainable manner.
  • Integrity
  • Professionalism

Quality of Service

  • The IS&F Business Unit is committed to providing excellent service to its valued residents and has since set standards of performance for service delivery. The standards are informed by NERSA standards, Water Services regulations, customer feedback and best practices. These standards are articulated in the Service Charter developed and adopted by the Business Unit.
  • The Business Unit is in the process of developing Quality Management Manuals for all its services and is aiming to have the Electricity Business ISO 9000 certified.
  • To improve on quality of service, the Business Unit takes seriously comments and feedback about its service from its customers. Comments and feedback on service to can be forwarded to:
The Customer Care Officer
IS&F Business Unit
4th Floor
A S Chetty Building
333 Church Street
Pietermaritzburg
3201
Tel. 033 3922608
Email: nomusa.xolo@msunduzi.gov.za
or
nqobile.madonda@msunduzi.gov.za

Service Charter Standards

We in the IS&F Business Unit have committed ourselves to providing the most efficient, timeous and effective service to the Msunduzi community and other stakeholders.

To this end we have set ourselves some standards of performance which define the minimum level of service which our customers may expect from us. However, we are aware that we cannot achieve our intended objectives without the support of our stakeholders. We therefore request your maximum co-operation and assistance so that we give you the best possible service.The service standards for the IS&F Business Unit are articulated in the Service Charter obtainable from this website. The service standards are informed by best practices in the industry, NERSA standards, Water Services Act regulations, Municipal systems mandate and feedback from our customers.


Governance

Policies & Systems

Policies, procedures and systems adopted by the IS&F Business Unit are in congruence with the dictates of the Municipal Systems Act of 2000, Municipal Finance Act, Municipal Structures Act of 1998, Municipal Bylaws and Policies, Water Services Act, Housing Act and Electricity Act.


Code of Business Conduct

The IS&F Business Unit adheres to the officials’ Code of Conduct contained in the Municipal Systems Act of 2000. Staff members are required to disclose their interests outside the Municipal business to ensure transparency, objectivity and fairness in the conduct of their business.


Structured Governance

The IS&F Business Unit is headed by a Strategic Executive Manager [SEM] who reports to the Municipal Manager for administrative and management matters, and reports to the Infrastructure, Services & Facilities [ISF] Committee for policy matters. The Municipal Financial Regulations and Supply Chain Policy clearly articulates the delegated authority to the SEM and the managers who report to him.


ISF Committee

The ISF Committee is comprised of 16 Councillors and is chaired by the Deputy Mayor of Council. Of the 16 Councillors, 12 are from the ANC, 2 from the DA, and 2 from the IFP political parties.

The Committee has plenary powers limited to making recommendations to the Executive Committee. It meets fortnightly or upon request for a special meeting.


Procurement of Services and Commodities

The procurement of services and commodities is done centrally through the Procurement Unit headed by a Procurement Manager.

Contact details:

Procurement Manager

5th Floor

A S Chetty Building

333 Church Street

Pietermaritzburg

3201

Tel. 033 3922597

Contact Details and Locations


Process Manager : Electricity

111 Havelock Road

Pietermaritzburg

3201

Tel. No. 033 -392 5000

                       

Process Manager : Water & Sanitation

3rd Floor

Professor Nyembezi Centre

341 Church Street

Pietermaritzburg

3201

Tel. No. 033 392 2181

 

Process Manager : Infrastructure Planning & Survey:          

4th Floor

A S Chetty Building

333 Church Street

Pietermaritzburg

3201

Tel. No. 033 392 2061

 

Process Manager : Construction & Reconstruction

4th Floor

A S Chetty Building

333 Church Street

Pietermaritzburg

3201

Tel. No. 033 392 2060

 

Strategic Executive Manager : Infrastructure Services and Facilities

2nd Floor

City Hall

Cnr Chief Albert Luthuli & Church Streets

Pietermaritzburg

3201

Tel No. 033 392 2013 

Infrastructure Article

What Informs Our Strategies

  • The IDP and vision of the Municipality.
  • National and Provincial strategies such as ASGISA, Provincial Economic and Development Framework, Sector Strategies [Water, Roads, Housing and Electricity].
  • The desire to fulfill the constitutional mandate for basic services to all residents.
  • The desire to redress the economic imbalances created by apartheid.
  • Service demands [future and present].
  • Customer satisfaction.
  • Desire to achieve excellence.
  • Desire to harmonise the co-existence of human beings and the environment.
  • Adherence to principles.

How Do We Plan Our Activities

  • The Integrated Development Plan [IDP] of the Municipality informs the projects and programmes of the Business Unit.  
  • The Business Unit develops a five year infrastructure development and management strategy from the IDP or city strategy that is informed by the IDP.
  • Service sector strategies are then developed for water, sanitation, roads, electricity and housing.  These are three year plans aligned to the budget provisions.
  • For each financial year, service delivery implementation plans for each service sector are developed.  These will provide the basis for performance management.

What Challengers Are Facing The Business Unit?

Hard [Service Provision] Challenges

  • Huge backlogs on infrastructure maintenance, upgrading and refurbishment;
  • Basic service delivery backlogs;
  • Ensuring adequate forward infrastructure planning;
  • Closing the strategy/implementation gap due to resource instability;
  • Balancing sustainability of infrastructure provision and availability of funding; and
  • Meeting customer expectations.

Soft [Institutional] Challenges

  • Shortage of technical skills;
  • Improving staff productivity;
  • Improving the organization efficiency and effectiveness;
  • Culture and attitude reorientation; and
  • Managing politics rather than politics managing officials.

Fault Reporting Numbers

SERVICE
CONTACT NO
Water and Sanitation
033 3922128 / 0800 001 868
Electricity Faults
033 3925000 / 080 033 2120
Construction & Reconstruction [Roads, Buildings] faults
033 3922047 / 033 392 2059
Infrastructure Planning & Survey faults
033 3922 061
Billing Enquiries
033 3922741 / 2
Customer Complaints Only
033 392 2608

What is the size of our Infrastructure Assets
What is the size of our Infrastructure Assets

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