114 3. 2. 1. 2. 1. Change policies and develop forms to take into account the evolved family structure to cater for family members can facilitate acquisition of national documents. Amend the BDR Act to include new and emerging or contemporary trends in the family structure. Forms allowing other family members besides biological parents to register children Bill on amended BDR Act DRG DRG Medium Term Medium Term Limited understanding by some DRG’s officials of local intricacies of communities they are Sub-standard customer service by Registrar General’s officials and limited capacities of Human Rights Based Approach to service delivery DRG’s District and Sub offices do not have sufficient knowledge of registration procedures resulting in citizens not being documented Induct staff on awareness of the intricacies of the local communities Retrain the DRG staff and reorient them on their client service charter in order to address deficient customer service and limited capacities on HRBA to service delivery. Undertake comprehensive institutional and staff capacity assessment of the DRG and implement the findings to address the limited knowledge of staff on registration procedures that has led to people being un-documented. 114 Number of staff inducted Number of staff retrained on good customer service and Human Rights Based Approach to service delivery Number of DRG staff (male/females) with enhanced capacities. Capacity assessment report DRG DRG DRG Medium Term Medium Term Medium Term KNOWLEDGE, ATTITUDES AND PRACTICES OF DUTY BEARERS AND CITIZENS TOWARDS DOCUMENTATION Biological parents only are allowed to register children. Changes in traditional family structure, new and emerging family structures FAMILY STUCTURE AND DOCUMENTATION ZIMBABWE HUMAN RIGHTS COMMISSION For Human Dignity N AT I O N A L I N Q U I R Y R E P O R T