Zimbabwe Human Rights Commission Strategic Plan 2015-2020 B. INTERNAL ORGANISATIONAL EFFECTIVENESS To establish comprehensive internal policies, procedures and processes, supported by well-documented manuals and a robust automated information system. 10.9 GOVERNANCE CHARTER The Commission will develop a comprehensive Governance Charter establishing the internal governance structures of the Commission, and describing how the ZHRC will be governed in order to ensure integrity, accountability, relevance, effectiveness, sustainability, and impact. The Charter will define the policies, procedures and operational manuals required to guide the Secretariat in its operations. The Charter will clearly distinguish the Commissioners’ policy formulation and review duties from the technical and operational duties of the Secretariat. The Charter will provide the terms of reference of the Thematic Working Groups to the extent of responsibilities and authority delegated to each, in order to provide effective oversight of the Secretariat. (Action Plan Ref: Output 6A) 10.10 DOCUMENTATION OF INTERNAL POLICIES AND PROCEDURE MANUALS The ZHRC will work towards the development of a robust internal control environment, characterized by well-documented policies, systems, procedures and processes. These documents will include a ZHRC Service Charter issued to all stakeholders and members of the public as a service level agreement; Complaints Handling Procedures; and Internal Code of Standards for internal use by officers; Code of Ethics; Terms of Reference for each Thematic Working Group, Operational manuals, Departmental Procedure manuals and Desk Operating Instructions. (Action Plan Ref: Output 5A) 10.11 TECHNOLOGY The ZHRC will automate all of its internal systems, procedures and processes and embrace the latest available technologies available to increase institutional efficiency and reduce costs. With the advent of mobile technology, the rapid increase in mobile penetration rates, and the rise in the use of social media by the general public, the ZHRC will implement a public awareness framework designed to exploit current technological advancements. The successful implementation of these projects will depend on the successful mobilization of financial and technical resources required to support the automation process, as determined in the strategic budget for the internal systems automation program. (Action Plan Ref: Output 7C) 28