The Raoul Wallenberg Institute of Human Rights and Humanitarian Law (RWI), in cooperation with the Zimbabwe Human Rights Commission (ZHRC) recently convened a training workshop aimed at equipping the ZHRC officials with the knowledge and tools necessary to effectively conduct assessments of service delivery standards by local authorities, including the reviews of related client service charters for the public institutions. The workshop was organised under the RWI Zimbabwe Human Rights Capacity Programme 2024-2026, with financial support from the Swedish International Development Cooperation Agency. Mr. Erick Mukutiri, the ZHRC Acting Executive Secretary officially opened the workshop. The RWI Country Director for Zimbabwe, Mikael Johansson, also addressed the workshop, acknowledging in his remarks the long-standing cooperation between RWI and the ZHRC in the implementation of human rights capacity development programmes for the ZHRC and further appreciated the support from Sweden which has made this cooperation possible.
Facilitated by two local experts, the training began with an introduction to the normative frameworks underpinning the right to quality public service delivery. Participants were guided through the provisions of international instruments such as the Universal Declaration of Human Rights (UDHR) and the International Covenant on Economic Social and Cultural Rights (ICESCR), before delving into relevant provisions of the Constitution of Zimbabwe. Particular attention was given to Section 68, which guarantees the right to administrative justice, and Section 194, which outlines principles of good public administration. The oversight mandate of the ZHRC was also emphasised as a cornerstone in ensuring accountability in service delivery by the public authorities.
The workshop came at a pivotal time as the Government of Zimbabwe is increasingly focusing on improving public service delivery in alignment with national and international human rights obligations. Notably, the training coincided with the Government of Zimbabwe’s launch of Minimum Standards of Service Delivery by Public Authorities, spearheaded by the Ministry of Local Government, Public Works and National Housing. This policy initiative underlines a growing recognition of the importance of realising social, economic, and cultural rights as central to the country’s development discourse anchored on citizen centric approaches.
The workshop adopted a blend of theoretical and practical learning approaches, which significantly enhanced the understanding of participants. This approach allowed ZHRC officers at the workshop to critically reflect on the Commission’s current practices as well as the relevant institutional assessment tools. It further fostered a deeper appreciation of the standards required to ensure that local authorities and other public bodies employ the rights-based approaches to public service delivery.
Adding further value to the workshop were the contributions from representatives of residents’ associations and rural district councils, including the Combined Harare Residents Association, Chitungwiza Residents Association and the Urban Councils Association. These stakeholders shared citizens’ lived experiences and perspectives as claimants of service delivery rights, helping to highlight the critical role of collaboration between communities and oversight institutions such as the ZHRC towards service delivery . Their input underscored the importance of transparency, responsiveness, and community engagement in improving service standards.
A key outcome of the workshop was the ZHRC’s recognition of the need to review and update its existing assessment tools, which were found to have certain shortcomings in adequately capturing service delivery issues. This review will be essential ahead of the next planned round of assessments targeting selected local authorities.
Through initiatives such as this, the ZHRC continues to reinforce its commitment to upholding human rights and ensuring that public service delivery in Zimbabwe meets both national standards and international best practices.
