12/12/2024
A Synopsis of LACE Service Delivery Charter can be read below. For full access to the entire documentation kindly click on the link provided: https://drive.google.com/file/d/1zrW8-QuAb9AoFx1_54-mkxMRQmdcWJU-/view?usp=drive_link
1 INTRODUCTION
1.1 Background
The Liberia Agency for Community Empowerment ( LACE is an Agency of the Government of Liberia (GOL), responsible for engendering national initiatives and strategies geared towards alleviating poverty and towards reaching the Sustainable Development Goals (SDGs).
This Service Delivery Charter (SDC) for the Liberia Agency for Community Empowerment therefore, constitutes a social contract, commitment and agreement between the Liberia Agency for Community Empowerment and citizens of Liberia. It sets out our services and responsibilities to continuously improve performance and quality of services to citizens. It enhances and fast tracks the delivery of services to improve the lives of our people. The SDC enables service beneficiaries to understand what they can expect from us, and forms the basis of engagement between the Liberia Agency for Community Empowerment and citizens.
1.2 Rationale
The rationale for the development of this Service Charter is to guide the delivery of quality services to the people and ensure optimal utilization of limited resources in the shortest time possible. The Charter explains what the Liberia Agency for Community Empowerment is supposed to provide in terms of services, as well as eligibility conditions for accessing these services. The charter will also serve as a benchmark to assess the Liberia Agency for Community Empowerment’s performance, as defined by our mandate and the GOL’s development plan.
The SDC shall allow the Liberia Agency for Community Empowerment to:
• Define the services offered by us to the citizens of Liberia
• Outline the service standards that underpin the services offered ; and
• Inventory our commitments towards meeting the general and specify needs of the public.
1.3 Objectives
The objectives of this Service Delivery Charter (SDC) are to establish clear service commitments and enhance the relationship between the Liberia Agency for Community Empowerment and the citizens of Liberia. This Charter is designed to guide the institution in delivering high-quality, accessible, and responsive services. Specifically, the objectives are to:
1. Enhance Service Delivery Culture: Foster a culture of high standards and responsiveness within the institution, ensuring that public services are delivered effectively, efficiently, and professionally.
2. Clarify Roles and Responsibilities: Define the responsibilities of both the institution and service users, helping to set clear expectations and promoting accountability on both sides.
3. Promote Accountability and Transparency: Strengthen accountability by openly stating service standards, timelines, and processes, and by providing mechanisms for feedback and redress when standards are not met.
4. Encourage Continuous Improvement: Establish a foundation for ongoing improvements to service quality, informed by citizen feedback and periodic reviews of institutional performance.
5. Strengthen Public Trust: Build and maintain public confidence in the Liberia Agency for Community Empowerment by demonstrating commitment to service excellence and addressing public needs with integrity and fairness.
6. Support National Development Goals: Align institutional service delivery with the Government of Liberia’s broader goals for development, good governance, and citizen engagement.
7. Combat Corruption and Promote Ethical Standards: Reinforce ethical standards in public service, reduce opportunities for corruption, and promote fair and equitable treatment for all citizens.
This Service Delivery Charter serves as a framework to fulfill these objectives, ensuring that the Liberia Agency for Community Empowerment operates with transparency, reliability, and a focus on citizen-centered service.
1.4 Scope of Application
This Service Delivery Charter (SDC) applies to all departments, offices, and staff members of the Liberia Agency for Community Empowerment, encompassing both central and regional levels. It is intended to guide all personnel in delivering consistent, high-quality public services to the citizens of Liberia, aligning with the standards and commitments outlined within this document.
Specifically, this Charter covers:
1. All Service Locations:
o This includes the central office, regional branches, and any sub-national offices that provide public services on behalf of the Liberia Agency for Community Empowerment.
2. All Service Personnel:
o The SDC applies to all staff, from frontline service providers to senior management, who interact with the public or contribute to service delivery.
3. All Public Services Provided by the Institution:
o Each service offered by the Liberia Agency for Community Empowerment falls under the standards and commitments described in this Charter. It defines expected service levels, timelines, and customer care practices for all public-facing services.
4. Interactions with All Service Users:
o The Charter governs the institution's interactions with all clients, including citizens, businesses, and organizations that seek or utilize services from the Liberia Agency for Community Empowerment.
This Charter establishes a unified approach to service delivery across all levels and locations of the Liberia Agency for Community Empowerment, ensuring that every citizen receives the same high standard of service, regardless of location or point of contact.
2 WHO WE ARE
The Liberia Agency for Community Empowerment is a key institution within the Government of Liberia, dedicated to providing essential social and infrastructure services to the public. Our mission is to enhance the well-being of citizens through effective service delivery, accountability, and a commitment to excellence.
Objectives and Functions of the Liberia Agency for Community Empowerment ( LACE )
The Liberia Agency for Community Empowerment (LACE) is an autonomous Agency of the Government of Liberia established on July 22, 2004 under the new Executive Law, Title 12 Chapter 50.B of the Liberian Code of Laws, also known as the “Community Empowerment Act”. The primary goal of the Agency is engendering national initiatives and strategies geared towards alleviating poverty, and towards reaching the Sustainable Development Goals (SDGs) in Liberia through Community Driven Development (CDDA).
The primary objectives of the Agency in line with the ARREST AGENDA FOR INCLUSIVE DEVELOPMENT ( AAID ) includes but not limited to the following :
To improve the living standards of vulnerable communities through the provisions and strengthening of basic social services;
To enhance the Income Generating Capacity of Vulnerable communities laying down Economic Infrastructure and providing services ;
To promote Community-based approach in project identification, preparation, implementation, administration and maintenance;
To assist in the formulation and development of self-sustaining institutions to provide other services;
To assist Community-Based Organizations develop their technical and Managerial Capabilities in all aspect of project activities.
In accordance with the Community Empowerment Act, LACE has the following functions :
To formulate policies and utilize strategies for the effective implementation of programs geared towards poverty reduction
To finance Projects of Poor Communities and disburse to those communities funds provided for them in support of poverty reduction
To provide assistance in the establishment and strengthening of basic social services
To encourage Women to participate in all projects
To enter into any contract necessary for the operation of LACE
To Sue and be sued in its tis name
To perform any other functions or activities as necessary for the development of LACE
2.0 VISION
To ensure that almost all parts of Liberia are empowered through the Community Empowerment Programme (CEP); empowering the people to develop their own communities; to take charge of their own development processes; provide social protection and basic social services, and to rebuild their capacity for collective action.
2.1 Mission
To assist in the consolidation of Liberia’s peace process by creating an enabling environment for social-economic revival of war-torn communities thus laying firm foundation for improved economic and social governance
2.2 Values
Our core values are:
Respect: We treat all individuals with dignity and respect, valuing diverse perspectives and fostering an inclusive environment.
Integrity: We adhere to the highest standards of honesty, ethics, and accountability in all our interactions and decisions.
Transparency: We commit to openness in our actions and decisions, ensuring that our processes are clear and accessible to the public.
Responsiveness: We strive to address the needs and concerns of the public promptly, ensuring timely and effective service delivery.
Professionalism: We uphold professionalism in all our duties, delivering services with expertise, reliability, and a focus on quality.
Equity and Fairness: We ensure impartiality in our services, providing equal treatment and opportunities for all individuals, regardless of background or status.
Continuous Improvement: We are committed to innovation and continuous improvement, seeking feedback and regularly evaluating our processes to enhance service quality.
3 OUR CUSTOMERS
The LACE is committed to serving a wide range of customers who rely on our services for various needs. Our customers include:
1. Contractors
o All qualified and legally registered Liberian Contractors, regardless of background, who seek services provided by the LACE
2. Vendors
o All Liberian Businesses duly registered and qualified to supply required Construction Materials. certain public services offered by the LACE
3. Community Dwellers
o All residents of low Income and Vulnerable Communities in Liberia who benefit from basic Social Services Provided by LACE.
4 OUR COMMITMENT TO YOU
The LACE is dedicated to providing high-quality, efficient, and transparent services to all our customers. We are committed to upholding the following standards to ensure that every interaction is productive, respectful, and responsive to your needs.
4.1 Service Guarantee
Our service guarantee ensures that we will:
• Listen and Respond to Your Needs: Actively listen to your questions, concerns, and feedback, and respond promptly.
• Provide Friendly and Professional Service: Approach every interaction with courtesy, professionalism, and a focus on helping you achieve your goals.
• Deliver Accurate and Timely Services: Strive for precision in all services provided and adhere to published timelines, minimizing delays whenever possible.
• Ensure Confidentiality: Safeguard your personal information and handle all inquiries with the utmost respect for privacy.
4.2 Service Standards
The LACE upholds specific standards of service excellence to ensure that our commitments are met consistently. These standards include:
• Timely Responses:
o Answer phone calls within three rings.
o Respond to emails and written inquiries within five business days.
o Acknowledge receipt of complaints within 48 hours and provide updates throughout the resolution process.
• Professional Conduct:
o Treat every customer with respect, fairness, and dignity.
o Offer clear, accurate information, avoiding technical jargon to ensure understanding.
o Adhere to best practices in customer service, including follow-ups to confirm satisfaction.
• Accessibility and Inclusivity:
o Make services available to all citizens, including provisions for individuals with disabilities or special needs.
o Provide information through multiple channels (e.g., online, in person, by phone) to ensure accessibility for all.
• Commitment to Continuous Improvement:
o Regularly review our performance against established standards and adjust services based on customer feedback and new best practices.
o Conduct periodic assessments and seek customer input to refine and improve our services over time.
Our commitment to you is a promise of quality and reliability. We invite you to hold us accountable to these standards and to share your experiences so that we may continue to improve and serve you better.
5 FEEDBACK AND COMPLAINTS MECHANISM
The LACE values your feedback and is committed to addressing any concerns promptly and effectively. Our feedback and complaints mechanism is designed to ensure that every citizen has a voice in improving our services. We welcome both positive feedback and constructive criticism to help us continuously enhance the quality of our service.
5.1 Providing Feedback
We encourage you to share your experiences with us, whether positive or negative, so that we may understand your needs and expectations better. You can provide feedback through the following channels:
• In-Person: Visit our customer service desk at any LACE office, where a representative can assist you in submitting feedback.
• Online Form: Access our online feedback form on our official page and Website to submit your comments, suggestions, or experiences at your convenience.
• Email: Send us an email for now at [email protected], and we will acknowledge receipt within 48 hours.
• Suggestion Boxes: Use suggestion boxes available at all of our service locations to submit anonymous feedback.
5.2 Submitting a Complaint
If our services do not meet your expectations or if you encounter any issues, please feel free to file a complaint. We are committed to addressing all complaints with urgency and transparency.
5.2.1 How to File a Complaint:
• By Phone: Call us at +231777775807/886570132 to speak directly with a representative who will document your complaint and assist you with next steps.
• Written Complaint: Submit a written complaint by mail or at our service counters, addressed to grievance Redress Relations Assistant
• Complaint Form: Access and fill out our online complaint form on our page.
5.2.2 Complaint Handling Process:
1. Acknowledgment: We will acknowledge receipt of your complaint within 48 hours.
2. Investigation: Your complaint will be assigned to the relevant department for investigation. We will contact you if additional information is needed.
3. Resolution: We aim to resolve complaints within 21 days. If a resolution requires more time, we will provide you with regular updates.
4. Follow-up: After resolution, we may follow up with you to ensure satisfaction and receive any additional feedback.
5.3 Escalation Process
If you are not satisfied with the initial resolution, you may request an escalation to higher authorities within the Agency. We are committed to addressing escalated complaints with diligence to ensure a fair outcome.
5.4 Confidentiality and Anti-Retaliation
We handle all complaints and feedback with confidentiality and respect. Your feedback will not affect your access to services or result in any form of retaliation. We are committed to creating a safe environment for citizens to voice their concerns.
This feedback and complaints mechanism enables us to hear from you, respond effectively, and improve our services continuously. We value your input and are dedicated to providing the best possible service to the public.
6 WHERE WE ARE LOCATED
The LACE is committed to providing accessible services to all citizens, with multiple locations to serve the public effectively. Below are the main locations, contact information, and operating hours where our services can be accessed.
CENTRAL DEPARTMENTS PHYSICAL LOCATION CONTACT PHONE CONTACT EMAIL PHONE NUMBER FOR EMERGENCY CALL
Capitol Hill, Executive Mansion 0886511945/0777511945 [email protected] 0886512726
Monrovia Head Office
KEY CONTACT ADDRESSES AT REGIONAL LEVEL
Regional office at ### N/A N/A N/A N/A
Regional office at ###
Regional office at ### N/A N/A N/A N/A
Regional office at ###
7 OVERVIEW OF OUR SERVICES
The Agency is dedicated to providing a range of services to meet the needs of Liberia’s citizens. This section outlines the specific services we offer, including eligibility requirements, timelines, and contact information for each department.
7.1 List of Services, Eligibility Conditions, and Timelines By Department
7.1.1 Department 1
1. Implementation of Community Projects within the 15 Counties
CODE Services provided to the general public
Eligibility and conditions Cost of service Other Requirements Time it takes to get service Responsible Department
Name of staff in charge and work-email Name of supervisor and work-email Feedback channels
LACE-023 Implementation of Community Projects All qualified Liberian Contractors $50USD, Note , this cost is for the Bid Documents • Article of incorporation
• Tax clearance
• ALCC
• PPCC
• Business Registration 90 days for processing
Procurement and Program Cynthia A. Hodge, [email protected]
Emmanuel B. Kollie Kornema Y. Mulbah, [email protected]
Johnson n. Patioe
[email protected] • Suggestion box
• Email , [email protected]
LACE-023 Social Project All Liberian between ages 18 to 35 N/A Currently Unemployed 2 Months Program and Administration Kofa Chie
Julius K. Sele
Jefferson Turker TBD. • Suggestion box
• Email [email protected]
•
•
8 YOUR RIGHTS & OBLIGATIONS AS A SERVICE USER
8.1 Your Rights as a Service User
As a service user, you have the following rights:
• Right to Quality Service: Receive efficient, timely, and respectful service in all interactions.
• Right to Information: Access clear information regarding services, requirements, and timelines.
• Right to Privacy: Have your personal data handled with confidentiality and in accordance with data protection laws.
• Right to Redress: Lodge complaints and receive appropriate and timely responses to resolve issues.
8.2 Your Obligations as a Service User
To help us serve you better, we ask that you:
• Provide Accurate Information: Ensure that all documentation and information submitted are complete and accurate.
• Respect Service Protocols: Follow the established procedures for each service to facilitate smooth processing.
• Maintain Courtesy: Treat staff members with respect and patience, as we are committed to helping you.
9 ANNEXES
9.1 Sample Feedback Form:
Liberia Agency for Community Empowerment ( LACE )
Republic of Liberia
Customer Service Feedback Form
We value your feedback and are committed to improving our services. Please use this form to share your experience with us. Your comments help us serve you better.
Name:
Date of Service:
Service Department:
Feedback/Comments:
Suggestions for Improvement:
Contact Information (optional for follow-up):
