• Introductory Statement by the Minister for Finance
• Organization Profile
• The Purpose of this Charter
• The Principles of Public Service Delivery
• Our Clients and Users
• Our Services
• Our Core Values
• Our Guaranteed Standards
• Client Rights and Obligations
• Feedback and Constructive Criticism
• Maintaining and Reviewing this Charter

1. INTRODUCTORY STATEMENT BY THE MINISTER FOR FINANCE

Client Service Charters are in effect a ‘social pact' between service providers and receivers. They specify standards for service delivery, which we believe our stakeholders have a right to expect, and set out complaint handling and feedback mechanisms if things go wrong. They are developed through consultation with customers and staff. We are proud that The Ministry of Finance (MoF) is one among the first institutions in Tanzania to prepare a Client Service Charters and to commit itself to report annually, both to these stakeholders and to parliament, on our performance against this charter. The monitoring and evaluation system that have been developed for the Public Service Reform Program (PSRP) will be the supporting instrument for this process. The concept and implementation of service charter initiatives has strong impetus in improving the quality of public service. Regular monitoring, evaluation and publication of the results can have a significant impact in helping to raise up standards of services and of expectations of stakeholders, and may raise awareness of the need for accountability. The Ministry of Finance has, therefore, recognised the potential benefits of using service charters as a tool to drive cultural change towards a more customer-focused approach throughout the organisation (MoF). In October 2000, we carried out a review of the Public Finance Management Reform Program (PFMRP) which aimed at improving Government's macro economic performance forecasting, planning, budgeting and accounting in line with the Government agenda for promoting transparent, responsive and equitable public service. We will soon publish and launch a Public Finance Management Reform Program (PFMRP). To be effective and successful, this charter has to be a living document, which is a product and the embodiment of the good governance that we endeavour to maintain with our client, stakeholders and staff. We therefore invite our stakeholders to use the suggested mechanism to enter into a constructive dialogue with MoF in order to improve and review the quality of service we deliver.
MINISTER FOR FINANCE  
9th November, 2002

2. ORGANIZATION PROFILE

The Ministry of Finance and Economic Affairs is a central Ministry responsible for mobilisation and allocation of financial resources, formulation of fiscal and monetary policies, control and accounting for public finances. Additionally, it is a custodian of government assets and finally, responsible for servicing of the public debt. In brief, our core functions include:-

• Revenue collection and expenditure management
• Formulation of fiscal and monetary policies and strategies
• Mobilisation and management of External resources
• Management of government property and public investments.