DEPARTMENTAL CHARTER
The Development
Planning Unit
Standards of Service to the Public
Development
Planning Unit is committed to serving its clients in a prompt, reliable and courteous
manner. To this end, the Department has developed standards of service which its employees
observe in serving its clients. According to these standards, the Department’s
personnel make the following commitments.
Quality
- Demonstrate openness, courtesy and
equitable treatment at all times with its clients.
Accessibility
- Provide service in the official
language of the British Virgin Islands.
- Provide service during the regular
business hours between 8:30 and 4:30 hours.
- Ensure accessibility to its
information service to the public residing in areas other than where Development Planning
Unit offices are located, through (284) 494 3701 ext. 2175 or on our Internet Website http://www.dpu.gov.vg.
- Proactively offer the coordination
of the provision of services to a client if his/her needs require actions by other
agencies, divisions ministries or enterprises.
Promptness
- Before work begins, advise the
client of the time required to provide the service and, if necessary, obtain the
client’s agreement to the schedule.
- Advise the client, should the need
arise, of any additional time required and explain the reason for the delay promptly.
- Provide a cost estimate within three
(3) working days or specify when the estimate will be ready.
- Under normal circumstances, respond
to a simple special request within seven (7) working days.
- Fulfill an order for available goods
and services within two (2) working days.
- Answer or acknowledge receipt of a
letter or any other form of correspondence whether received by mail, fax or electronically
within three (3) working days.
- Return a client’s phone call
within one working day.
Cost
- Inform clients of the cost of the
service where applicable.
- Advise the client immediately,
should the occasion arise, of any unforeseen change in cost and explain why.
Reliability
- If there is any difference between
the request and the good or service delivered or to be delivered, advise the client
immediately and explain the reason with the appropriate apology.
- If the good or service delivered
does not conform to the client’s request and this is due to our misunderstanding,
offer to provide a solution free of charge.
Redress Mechanism
- If you, as a client, have reason to
believe that these standards have not been adhered to in your dealings with the
Development Planning Unit of the British Virgin Islands, you are encouraged to contact us:
Mr. Otto O’Neal
Director, Development Planning
Development Planning Unit
Chief Minister's Office
Tel: (284) 494 3701 ext. 2175
e-mail: dpu@bvidpu.org
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