| • | Proactivity |
| • | Responsiveness |
| • | Participatory planning & management |
| • | Partnering |
| • | Patience & Tolerance |
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| OUR PARTNERS / STAKEHOLDERS |
| • | Executive, Parliament & Judiciary |
| • | Government Training Institutes |
| • | Public Service Commission |
| • | Institutions of Higher learning |
| • | Trade Unions |
| • | Development Partners |
| • | CBOs, NGOs, and Civil Society |
| • | Individual public officers |
| • | Citizens/Residents |
| • | Local Authorities |
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| | OUR STANDARDS |
| • | Observe all work & professional ethics |
| • | Compliance with the Local Government Act, (Cap 265), other legislations & Rules and Regulations |
| • | All telephone calls attended to after one (l) ring |
| • | All visitors attended to at the reception on arrival within three (3) minutes, on first come first served basis |
| • | General correspondence replied to within ten (10) days after receipt |
| • | Technical correspondence replied to within fourteen (14) days of receipt |
| • | Ministry approvals to be communicated within two (2) weeks from receipt of the request |
| • | Audit reports to be published within two (2) weeks after inspection |
| • | Implementation of inspection reports within one (l) week after Minister’s approval |
| • | Results of Project evaluation to be released / published within four (4) months from the date of commencement |
| • | Disciplinary cases forwarded to the Public Service Commission within thirty (30) days from date of receipt |
| • | Donor funded project returns to be submitted on quarterly basis to the Treasury by 10th of the following month. |
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| | OUR COMMITMENTS |
| • | To the general Kenyan public:
‘Communicate clearly and effectively the policy on Service Delivery’
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| • | To our Clients:
‘Provide full information about our services & handle our clients with dignity, courtesy and respect
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| • | To our Partners & Collaborators:
‘Partnering, Team spirit & adherence to deadlines’
‘Publish bi-monthly magazine “The Councillors” profiling investments opportunities in the Local Authorities as well as information about their operations
| | • | To the Local Authorities:
‘Results Based Management (RBM) customer oriented’
| | • | To the Staff members
‘Cross-functional team building, conducive work environment & Performance recognition’ |
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| | | CLIENT RIGHTS | | | Every client in the Ministry of Local Government is entitled to:- | | • | Accurate and timely information
| | • | Know the identity of the officer serving you
| | • | Be treated with respect and courtesy
| | • | Quality and timely service
| | • | Confidential handling of information provided in relation to service provision | | • | A hearing by serving officer
| | • | Register complaints with the supervisor of the serving department in case services provided are not satisfactory. |
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| CLIENT OBLIGATIONS | | • | | | • | Relate to our staff with respect and courtesy
| | • | Provide required, accurate and timely information and documents to facilitate provision of service
| | • | Uphold professionalism and integrity in their interaction with the Ministry staff.
| | • | Observe Public Service rules and regulation on procurement.
| | • Help fight corruption by not offering inducement or gifts to staff for expected services. They should also report to the Permanent Secretary or the Customer-Care Desk where such requests have been made. | | REDRESS MECHANISM | | • | We will acknowledge receipt and handle genuine complaints within thirty days
| | • | Genuine complaints may be brought to the attention of the Permanent Secretary or Head of Department through: |
| - Letter
- Personal visits
- Telephone calls
- Fax messages, and
- E-mail messages
| | • | We will operate a Customer Service Relation’s Office
| | • | We will maintain a register of complaints at the reception
| | • | We will maintain a visible suggestion box at the reception
| | • | We guarantee confidentiality and privacy in respect to clients identity and substance of complaint, however we encourage our customers to identify themselves to avoid difficulties in dealing with anonymous complaints. |
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| REVIEW OF THIS SERVICE CHARTER
“To ensure responsive service delivery, the Charter will be reviewed regularly in consultation with our stakeholders” |
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