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Proactivity
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Responsiveness
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Participatory planning & management
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Partnering
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Patience & Tolerance
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OUR PARTNERS / STAKEHOLDERS
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Executive, Parliament & Judiciary
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Government Training Institutes
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Public Service Commission
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Institutions of Higher learning
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Trade Unions
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Development Partners
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CBOs, NGOs, and Civil Society
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Individual public officers
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Citizens/Residents
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Local Authorities
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OUR STANDARDS
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Observe all work & professional ethics
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Compliance with the Local Government Act, (Cap 265), other legislations & Rules and Regulations
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All telephone calls attended to after one (l) ring
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All visitors attended to at the reception on arrival within three (3) minutes, on first come first served basis
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General correspondence replied to within ten (10) days after receipt
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Technical correspondence replied to within fourteen (14) days of receipt
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Ministry approvals to be communicated within two (2) weeks from receipt of the request
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Audit reports to be published within two (2) weeks after inspection
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Implementation of inspection reports within one (l) week after Minister’s approval
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Results of Project evaluation to be released / published within four (4) months from the date of commencement
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Disciplinary cases forwarded to the Public Service Commission within thirty (30) days from date of receipt
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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
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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
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To the Local Authorities:
‘Results Based Management (RBM) customer oriented’
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To the Staff members
‘Cross-functional team building, conducive work environment & Performance recognition’
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CLIENT RIGHTS
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Every client in the Ministry of Local Government is entitled to:-
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Accurate and timely information
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Know the identity of the officer serving you
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Be treated with respect and courtesy
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Quality and timely service
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Confidential handling of information provided in relation to service provision
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A hearing by serving officer
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Register complaints with the supervisor of the serving department in case services provided are not satisfactory.
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CLIENT OBLIGATIONS
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In a bid to provide better services to our clients, they are expected to meet some stipulated obligations as followthikamunicipalcouncil.go.ke - Administrations:
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Relate to our staff with respect and courtesy
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Provide required, accurate and timely information and documents to facilitate provision of service
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Uphold professionalism and integrity in their interaction with the Ministry staff.
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Observe Public Service rules and regulation on procurement.
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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.
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REDRESS MECHANISM
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We will acknowledge receipt and handle genuine complaints within thirty days
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Genuine complaints may be brought to the attention of the Permanent Secretary or Head of Department through:
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- Letter
- Personal visits
- Telephone calls
- Fax messages, and
- E-mail messages
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We will operate a Customer Service Relation’s Office
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We will maintain a register of complaints at the reception
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We will maintain a visible suggestion box at the reception
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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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