Service Delivery Policy - New West Secondary School

STRATEGIC GOALS

NWSS shall endeavour to :
1. Provide high quality, relevant education to all learners which will equip them with knowledge, skills, values and attitudes to meet the challenges of the 21 st century.
2. Transform NWSS into a 21 st century learning organisation focused on results, high performance, effective communication and quality service delivery.
3. Transform the school into a self-reliant and effective learning institution.
4. Develop the human resource capacity of NWSS to meet the highest standards of professionalism.
5. Provide and utilize resources to achieve redress and equity.
6. Eliminate fraud, corruption and mal-administration.

OUR VALUES

In our quest to provide quality service we uphold the core values of ISLAM
Honesty
 Empathy
 Integrity
Caring    
Fairness  and  Respect

UNDERTAKING FROM THE PRINCIPAL
AND SCHOOL GOVERNING BODY

NWSS seeks to ensure the effective management of a comprehensive system of education in order to expand education opportunities for all the learners of the school. In this regard, learners can expect NWSS to:
provide effective teaching;
ensure effective and efficient management
ensure professional and ethical conduct by all our educators, support staff and managers;
progressively put adequate measures in place to ensure the safety and security of educators and learners;
expedite the roll-out of Information and computer technology in schools
improve access to gateway subjects, such as, Mathematics, Science and Technology

CONSULTATION

We undertake to consult our clients on the level and quality of services provided.
In this regard we;
Agree to consult organized formations of parents, educators and learners.
Hold parent meetings regularly
Interact with all stakeholders who have an interest in education.

COURTESY

We will endeavour to treat all our customers with courtesy and consideration at all times.
In this regard;
Learners and parents will be greeted in a friendly manner.
All staff will be identified by name-badges at all times.
Rude, impolite and discourteous attitudes and behaviour will not be tolerated.
Telephone calls will be answered promptly and politely

OPENNESS AND TRANSPARENCY

We do recognise that openness and transparency are the cornerstones of our democracy.
In this regard we undertake to keep you informed in respect of the following;
Details of our location and contact persons.
Details of our senior staff
Annual Academic results and Activities.
.

SERVICE DELIVERY IMPACT

We shall endeavour to assess the impact of our services annually and ascertain whether we are achieving our specified objectives.
In this regard we will;
Evaluate the performance of our learners and provide a remedial/tuition programme
Conduct a client satisfaction survey
Appraise the quality of the services we render from time to time.

ENCOURAGING INNOVATION AND REWARDING EXCELLENCE

Staff commitment, energy and skills will be harnessed to improve service delivery and the quality of services rendered.
In this regard we will;
Recognise and reward learners who show loyalty, commitment and dedication.
Encourage innovation and new ideas to improve lesson delivery

SERVICE STANDARDS

We undertake to provide service of a high quality.
In this regard we aim to;
Attend to all queries promptly.
Answer the telephone promptly.
Process applications within 30 days.
Acknowledge written complaints within 5 days
Deal with written requests within 21 days.

DEALING WITH COMPLAINTS

We respect the right of parents and learners to complain if our services are poor or unsatisfactory.
In this regard;
You may write to the school..
We undertake to investigate and respond to your complaint within 14 days of receipt.
We will endeavour to apologise and take corrective measures if it is our fault.
 We undertake to treat any information seriously.

TELEPHONIC CONTACT

When you telephone us, we will;
Answer calls as promptly as possible
Identify ourselves by name and section
Assist you in a polite and helpful manner
If you cannot be helped, you will be referred to the appropriate person/section within NWSS

Contact details:
Telephone number:   031-5782544
Fax number:    031-5786695