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Service Standards
Service Charter - Service Standards

OUR SERVICE STANDARDS:
We promise to maintain the standards in the table below:

Service
 
Standard

Correspondence & Reports

  • Phone calls to the FC reception
  • The pick time for calls at the switchboard will be 30 seconds but in any case not exceeding three (3) rings.
  • Customers at the FC reception
  • Customers will be served speedily and handled with respect
  • All mailed or faxed correspondence requiring a response.
  • Acknowledged within seven (7) working days of receipt.
  • E-mails correspondence
  • Acknowledge within (5) working days and address within fourteen (14) days of the date of receipt.
  • In cases when officer is not in office, E-mails shall be auto-replied indicating when officer returns to office.
  • Technical and complex enquiries
  • Acknowledge receiptwithin two working days and responding within seven (14) working days.
  • Walk-in service.
  • Customers will be served excellently and told the expected waiting time.
  • Customers on appointment
  • To be attended to speedily and promptly
  • Forest and Wildlife Policy, regulatory, management, operational and  advisory information
  • Information to be provided in periodic reports to the Ministry of Lands, Forestry and Mines and other stakeholders on request and also as and when needed.
  • Information on Forest and Wildlife development  statistics
  • Annual reports containing all vital statistics prepared and circulated within 6 months of year’s end

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Permits & Licenses

  • Permit for harvesting of non timber forest product
  • Permit issued within seven (7) working days of receipt of application
  • Permit for exporting timber and wood product
  • Registration, vetting and approval completed within one (1) working day of receipt of all relevant documents.
  • Contracts to market timber and other forest and wildlife products
  • Vetting and registration completed within 1 working day of receipt of all required information
  • Conveyance Certificates
  • Certificate issued within 1 working day  of notification
  • Permits for salvaging trees and abandoned timber and wood products
  • Permit issued within 2 months of receipt of application
  • Permit for exporting live animals and wildlife products
  • Permit issued within 48 hours of receipt of application
  • Hunting Permit
  • Hunting license issued within 48 hours of receipt of application
  • Timber Utilization Permits for community projects
  • Permits issued to bona fide community projects within two (2) months of receipt of application

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Management & Operational Services

  • Tendering
  • Communicate outcome to all tender applicants within 21 days from the date of closing the tender.
  • Payments
  • All payments will be made in accordance with the terms of the contract.
  • Development and implementation of  integrated forest and wildlife management plans
  • Management plans shall be prepared for all forest and wildlife reserves in consultations with land owners as well as forest reserve and protected area fringe communities.
  • Provision of forest and wildlife expert and technical advice to stakeholders
  • Expert and technical advice shall be provided for a fee
  • Development and implementation of Timber Utilization Contract and associated Social Responsibility Agreements(SRA)
  • Timber Utilization Contracts prepared in consultation with land owners and communities and assisted in negotiating and enforcement of the SRA.
  • Claim for compensation for crop damage by timber contractors
  • A written response to all claims within 30 working days of receipt of application
  • Renewal of property mark
  • All bona fide property marks renewed within 5 working days of receipt of application
  • Stock survey and yield allocation of productive compartments
  • All office and field work completed within 30 working days.
  • Registration of timber exporters
  • Registration of timber millers
  • Registration of timber buyers
  • Registration completed within 3 working days
  • Registration completed within fourteen (14) working days.
  • Registration completed within twenty eight (28) working days.

Timber Utilization Contract Administration

  • Provide information on TUC areas available for bidding
  • Advertise available TUC areas  one month before prequalification
  • Provide Information on all TUC pre-qualified applicants and lots.
  • Make two (2) publications each in the Daily Graphic and Ghanaian Times within 7 working days. This will be done two weeks after receipt of prequalification forms from applicants.
  • Inform and educate prospective bidders on TUC allocation process
  • Conduct briefing session for prospective bidders at most one month before the bidding day.
  • Conduct transparent TUC bidding process
  • All relevant stakeholder groups are present on the bidding day and place.
  • Notice of grant of TUC
  • Letters notifying winners of the bids will be issued within 7 working days after bidding
  • Preparation of TUC contract document
  • Contract document will be prepared within 7 working days after bid winners have duly fulfilled all requirements.
 

Collection and Disbursement of Forest and Wildlife Revenue

  • Collection of fees and charges for timber and other forest product harvesting
  • All revenue on fees and charges are collected within 30 days of billing date
  • Disbursement of forest revenue on reserve areas to district assemblies, traditional authorities and stool land owners
  • All revenue disbursed before end of the following quarter


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