en-1707147441-CLIENT_SERVICE_CHARTER_ENGLISH.pdf

ZA STATISTICS FOR DEVELOPMENT

Nov, 2023

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TABLE OF CONTENTS MESSAGE FROM THE STATISTICIAN GENERAL.................................................... ii 1 VISION, MISSION, AND CORE VALUES ........................................................... 1 1.1 Vision ............................................................................................................ 1 1.2 Mission .......................................................................................................... 1 1.3 Core Values .................................................................................................. 1 2 Purpose of the Charter ........................................................................................ 1 3 OUR CLIENTS AND STAKEHOLDERS .............................................................. 2 3.1 Our Products and Services ........................................................................... 2 4 Obligations ........................................................................................................... 8 5 Rights and obligationS of the Client ..................................................................... 8 5.1 Rights of the Client: ....................................................................................... 8 5.2 Client Obligations: ......................................................................................... 9 6 Clients’ Feedback and Complaints Handling ....................................................... 9 7 NBS OFFICE HOURS AND CONTACTS .......................................................... 10 7.1 Office Hours ................................................................................................ 10 7.2 Our Contacts ............................................................................................... 10

MESSAGE FROM THE STATISTICIAN GENERAL

Dear National Bureau of Statistics (NBS) Clients and Stakeholders, | have the pleasure to present to you the NBS Client Service Charter which demonstrates NBS’s commitment to increase availability and accessibility of quality official statistics for informed decision making within government, the private sector, international

community and the public at large.

The Charter being a social contract between NBS and its clients, outlines organization’s commitment to provide quality services and products, and specifies what can be expected when the organization is approached for statistical and related

services. It spells out the products and services offered and standards therein.

The National Bureau of Statistics, therefore, will appreciate to get feedback from its clients on how it renders its services as per stipulated standards. This feedback is critical, as it will be used to continuously improve service provision as well as quality

of statistical products produced

| would like to assure our clients that NBS will conform to statistical products and service standards mentioned in this Charter to keep you all informed of official

statistics and other related services provided by the Bureau.

Dr. Albina Chuwa

Statistician General  1

1 VISION, MISSION, AND CORE VALUES In delivering services, NBS is guided by the following Vision, Mission, and Core Values

1.1 Vision To become a one-stop Centre for official statistics in Tanzania

1.2 Mission To produce quality official statistics and services that meet needs of national and international stakeholders for evidence-based planning and decision-making.

1.3 Core Values
Our core values are: i. Customer Focus; ii. Team Work; iii. Integrity; iv. Confidentiality; v. Partnership; vi. Result Oriented; vii. Quality Consciousness;
viii. Professionalism; ix. Accountability; and x. Innovation.

2 PURPOSE OF THE CHARTER The purpose of this Charter is to inform our clients and stakeholders about statistical products and services offered; and the standards of those products and services. The Charter demonstrates our commitment towards our clients’ and stakeholders’ expectations and obligations to enable the Bureau to deliver quality products and services. It further provides a framework for feedback mechanisms to strengthen partnership between the Bureau and its clients.

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3 OUR CLIENTS AND STAKEHOLDERS Our clients and stakeholders include: - i. Government Ministries, Departments and Agencies (MDAs);
ii. Regional Administration and Local Government Authorities (PO-RALG); iii. Development Partners; iv. Parliament;
v. Academic, Research and Training Institutions; vi. Regional Blocs: East African Community (EAC), Southern African Development Community (SADC) and African Union (AU); vii. Civil Society Organization (NGOs, CBOs, FBOs, TUs etc);
viii. Private Sector; ix. Politicians;
x. Judiciary;
xi. Business Community; xii. Media; and xiii. General Public.

3.1 Our Products and Services i. Social Statistics ii. Economic Statistics iii. Statistical Coordination, Standards and Methods
iv. Statistical Consultancy
v. Statistical Library Services vi. Conference Facilities

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Our Products/Service Standards

S/N Service Category Service subcategory S/N The Service Periodicity Service Delivery Time

1.   Social Statistics 
   

Reports i. Households Budget Survey (HBS) Reports After every five (5) years
Instantly (available on NBS website) ii. Population and Housing Census reports After every 10 years
Instantly (available on NBS website) iii. Tanzania Health Service Provision Assessment Survey (TSPA) reports After every five (5) years Instantly (available on NBS website) iv. Tanzania Demographic and
Health Survey and Malaria
Indicator Survey (TDHS- MIS) Reports

After every five (5) years Instantly (available on NBS website) v. Tanzania HIV Impact Survey (THIS) reports Episodic Instantly (available on NBS website) vi. STEPs Survey Reports
Episodic Instantly (available on NBS website) vii. Human Settlement Statistics Report
Annually
Instantly (available on NBS website) viii. Environmental Statistics Report After every two (2) years Instantly (available on NBS website) ix. National Climate Change statistics publication episodic Instantly (available on NBS website)

x. E-Waste Statistics Report After every two (2) years Instantly (available on NBS website) Sampling Frame 1 National Master Sample
After every 10 years Within seven (7) working days upon receipt of complete request

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S/N Service Category Service subcategory S/N The Service Periodicity Service Delivery Time 2. Economic Statistics Reports i. Regional and District Social Economic Profiles
On demand
Within three (3) months given the availability of required resources
ii. Gross Domestic Product (GDP) Estimates
Annually
Instantly (available on NBS website) iii. Gross Domestic Product (GDP) Estimates
Quarterly
Instantly (available on NBS website) iv. Capital Formation Statistics Annually
Instantly (available on NBS website) v. International Visitors’ Exist Survey Report Annually Instantly (available on NBS website) vi. Producer Price Index (PPI). Quarterly Instantly (available on NBS website) vii. Survey of Industrial Production Statistics
Annually
Instantly (available on NBS website) viii. Index of Industrial Production (IIP)
Quarterly
Instantly (available on NBS website) ix. Agricultural Sample Census Report
After every five (5) years
Instantly (available on NBS website) x. Integrated Agriculture Sample Survey Annually
Instantly (available on NBS website) xi. Foreign Private Investment Report Annually
Instantly (available on NBS website) xii. Exports and Imports trade data On request
Within three (3) working days upon receipt of request
xiii. Trade Price indices Quarterly
Instantly (available on NBS website) xiv. National Accounts Publications Annually Instantly (available on NBS website) xv. Industrial Census Report After every ten (10) years
Instantly (available on NBS website)

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S/N Service Category Service subcategory S/N The Service Periodicity Service Delivery Time xvi. Tax Statistics Report Annually Instantly (available on NBS website) xvii. Large-Scale Farm Production Survey Report Annually Instantly (available on NBS website) xviii. Construction Materials Price Index
Annually Instantly (available on NBS website) xix. National Consumer Price
Index. Monthly
Instantly (available on NBS website) xx. Informal Sector Survey Report Episodic
Instantly (available on NBS website) xxi. Employment and Earnings Statistics Report
Annually Instantly (available on NBS website) xxii. Integrated Business Survey
Episodic Instantly (available on NBS website) xxiii. Integrated Labour Force Survey Report Annually
Instantly (available on NBS website) Release
i. Hotels Statistics release
Monthly
Instantly (available on NBS website) ii. Inflation rates Release
Monthly
Instantly (available on NBS website) Economic accounting 1 Economic Accounting Matrices After every five (5) years
Instantly (available on NBS website) Tables 1 Economic Survey Tables

Annually
Within three (3) working days upon request
3. Coordination, Standards and Methods Report i. Social Economic Indicators Annually
Instantly (available on NBS website) ii. Tanzania in Figures Report Annually
Instantly (available on NBS website)

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S/N Service Category Service subcategory S/N The Service Periodicity Service Delivery Time iii. Tanzania Statistical Abstract Annually
Instantly (available on NBS website) iv. Geographic Census Maps
On demand
Within three (3) working days upon payment of fee v. EAC Facts and Figures Report Annually
Instantly (available on NBS website) vi. Statistical Business Register After every three (3) years
Instantly (available on NBS website) Guidelines i. Concepts and Definitions for Official Statistics in Tanzania After every three (3) years
Instantly (available on NBS website) ii. Data Quality Assessment Framework
After every five (5) years
Instantly (available on NBS website) iii. Statistical Methods, Standards & Guidelines Publications

After every five (5) years Instantly (available on NBS website) Release
1 Advance Statistical Release Calendar

After every five (5) years Instantly (available on NBS website) 4. Statistical Consultancy
Sampling design i. Sampling designing
On demand
Within five (5) working days depending on the nature and scope of the study
Questionnaire design ii. Questionnaire designing On demand
Within five (5) working days Survey iii. Survey undertaking
On demand
Depending on nature and scope of the survey

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S/N Service Category Service subcategory S/N The Service Periodicity Service Delivery Time Data Collection iv. Data collection
On demand
Depending on nature and scope of the survey/census Census v. Census undertaking
On demand
Depending on nature and scope of the survey/census 5. Research Permits
Permits
1 Provision of research permit On demand
Within five (5) working days
6. Other services Library service i. Library service
On demand
Available on working hours
Conference facilities ii. Provision of conference facilities
On demand
Instantly, if not occupied

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4 OBLIGATIONS In the process of meeting our clients’ needs, the following are our obligations;
i. Provide products and services in accordance to agreed standards stipulated herein; ii. Confidentiality of clients’ information;
iii. Provide services on the basis of transparency and equity; iv. Respect the ideas and opinions of the clients;
v. Provide service that meets clients’ needs;
vi. Use simple language when providing services to clients; vii. Respond to letters within seven (7) working days upon receipt; viii. Respond to e-mails within five (5) working days upon receipt; ix. Respond to incoming calls within five (5) ringtones; x. Respond to clients’ inquires within five (5) working days of receiving them;
xi. Disseminating findings and results of censuses and surveys; and xii. Explain and describe to clients the services provided by NBS.

5 RIGHTS AND OBLIGATIONS OF THE CLIENT
5.1 Rights of the Client: i. Be provided with quality statistical products and services in a timely manner;
ii. Receive unbiased information;
iii. Request and receive information in accordance with established procedures; iv. Given an opportunity to lodge complaints and give comments and suggestions about the services received; v. Being acknowledged of received complaints within five working days; and
vi. Get answers to written complaints within 30 days based on the nature of the complaint.

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5.2 Client Obligations: In order to effectively help us to perform our functions expeditiously, we expect the following from our clients: i. Treat our staff with courtesy and respect; ii. Comply with existing Rules, Regulations, Guidelines and Procedures; iii. Attend scheduled meetings or appointments timely; iv. Provide accurate and timely information to facilitate proper provision of
services. v. Reply to queries and enquiries promptly; vi. Provide feedback and opinions about NBS products and services; vii. Pay for specified services provided by NBS, as per laid down procedures; and
viii. Honestly provide required information asked during data collection.

6 CLIENTS’ FEEDBACK AND COMPLAINTS HANDLING The National Bureau of Statistics value and appreciate your feedback and opinions on Statistical and non-statistical products and services provided. Your opinion and feedback will be treated with the utmost confidentiality and used for the intended purposes only. Please share your opinion and feedback via telephone, email, suggestion box, website or by physically visiting NBS Headquarters and our Regional Statistical Offices found in every regional headquarters.

Review of the Charter
This charter will be reviewed as the need arises.

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7 NBS OFFICE HOURS AND CONTACTS 7.1 Office Hours
Our services to clients are available from 0730 hours to 1530 hours, Monday to Friday except on Public Holidays

7.2 Our Contacts
You may contact us on the following addresses;

Statistician General, National Bureau of Statistics, TAKWIMU HOUSE,
64 Lusinde Road,
P.O. Box 2683, 41101 Tambukareli- DODOMA. Tanzania Telephones +255 26 2963822; Fax: +255 26 2963828 Email: [email protected]; Website: www.nbs.go.tz;

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NBS- Regional Statistical Offices in Tanzania Mainland No Region Address
Office Telephone Email Address RSM Phone Number 1 Arusha P.O Box 7108 +255 27 2502009 [email protected] 0676 919 355 2 Dodoma P.O Box 891 +255 26 2963133 [email protected] 0754 697 765/ 0784 697 765 3 Morogoro P.O Box 581 +255 23 2604974 [email protected] 0657 343 054 4 Pwani P.O. Box 30080 +255 23 2402275 [email protected] 0762 022 870 5 Tanga P.O Box 566 +255 27 2646332 [email protected] 0713 755 965 6 Mara P. O Box 769 +255 28 2622447 [email protected] 0785 380 083 7 Ruvuma P.O Box 397 +255 26 2602449 [email protected] 0759 603 045/ 0655 586 516 8 Mtwara P.O Box 56 Not Available [email protected] 0713 547 488 9 Rukwa P.O Box 797 +255 25 2802771 [email protected] 0754 605 810 10 Lindi P.O Box 506 +255 23 2202680 [email protected] 0719 398 467 11 Manyara P.O Box 89 +255 27 25110097 [email protected] 0767 078 971 12 Iringa P.O Box 739 +255 26 2702771 [email protected] 0752 202 726/ 0655 202 726 13 Shinyanga P. O Box 2134 +255 28 2762901 [email protected] 0755799252 14 Mwanza P.O Box 1932 +255 28 2502500 [email protected] 0713356969 15 Kagera P. O Box 1299 +255 28 2220836 [email protected] 0656 555 931/ 0713 495 669 16 Njombe P. O Box 739 +255 26 2702771 [email protected] 0712 199 007 17 Singida P.O Box 807 +255 26 25028120 [email protected]
0713 481 044/ 0787 207 470 18 Kigoma P.O Box 953 +255 28 2803360 [email protected] 0756 627 828 19 Mbeya P.O Box 841 +255 252502612 [email protected] 0719 280 135 20 Simiyu P.O Box 2134 +255 28 2762901 [email protected] 0656 883 424/ 0783 954 990 21 Tabora P.O Box 703 +255 26 2605202 [email protected] 0784 242 020 22 Geita P.O Box 1932 +255 28 2502005
[email protected] 0784 585 083/ 0752 145 263 23 Katavi P.O Box 797 +255 25 2820626 [email protected] 0753 651 927 24 Dar es Salaam P.O Box 796 Not Available
[email protected] 0768 202 040 25 Kilimanjaro P.O Box 1 +255 27 2751662 [email protected] 0719 491 949/ 0764 530 537 26 Songwe P.O Box 7108 Not Available [email protected] 0717 062 916