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MUNICIPAL COUNCIL OF ELDORET
SERVICE CHARTER 2011- 2012
Purpose of the Charter:
To enhance public awareness on our mandate, vision, mission, our clients and their responsibilities, standards we have set, avenues for remedy where services fall short of standards and our commitment to continuous improvement of services to satisfy our clients and Eldoret residents.
Mandate:
To provide, manage and supervise Municipal services to residents of Eldoret as stimulated in Cap 265 of the laws of Kenya.
Core Services:
We offer a wide range of services that include:
- Pre-primary and Primary Education Management;
- Public Health and Sanitation;
- Fire Brigade and Ambulance
- Community Development and Welfare
- Roads and Drainage
- Refuse Collection
- Urban Planning and Development Control
- Markets and Bus Park Control
Vision:
To be the best managed and accountable metropolis.
Mission:
To provide efficient and effective services through participatory planning and sustainable use of resources.
Core Values
Our operations are governed by a set of core values that constitute the desired organizational culture. These are:
Integrity - We are committed to acting in an honest, professional and hardworking manner in our undertakings.
Transparency - We shall endeavor to be as open as possible and ensure we are easily understood.
Accountability - We are committed to be responsible for our actions in continuously improving service delivery. We will report appropriately and provide adequate information to stakeholders and clients.
Customer Focused - We commit to place the customer at the center of our focus in service delivery.
Organizational structure:
The Municipal Council of Eldoret is under the Ministry of local Government. The Council, headed by the Mayor, is the overall decision-making organ.
The Town Clerk is the Chief Executive Officer of the Council who oversees the day-to-day management and administrative activities. The organization is made up of the following departments and section:
Town Clerk’s Department: Enforcement, Security, Registry, and Committee Clerk Section;
Treasurer’s Department: Supplies, Accounts, Revenue, Payments and Computer sections
Social Services and Housing Department: Housing, Sports, Community Development, Welfare and Home Craft Center sections:
Education Department: Nursery and Quality Monitoring sections;
Public Health Department: Clinics, Cemetery, Hearse, Public Health, HIV/AIDS sections.
Environment Department: Refuse collection, Parks, Street cleaning and Malaria control section;
Internal Audit
Commitments on Service Delivery:
In the delivery of services, we are committed to ensuring that:
(a) Routine correspondences will be replied to within fourteen (14) days from the date of receipt;
(b) Correspondences that require technical input will be replied to within twenty one(21) days
(c) Approval of building plans will be give within thirty(30) days from the date of submission;
(d) Medical certificate of food handlers will be granted within seven(7) days from the date of application;
(e) All visitors will be attended to within two(2) minutes of their arrival at any reception;
(f) Renewal of single business permits will be done within two (2) days from the date of application;
(g) All telephone calls will be attended to within 2 rings .
(h) Payment of invoices within one (1) week of receipt.
Our clients:
Our clients include: citizens/residents, public institutions, CBOs NGOs, development partners, business enterprises, religious institutions, public leaders, etc
Clients’ Responsibilities to the Council:
- Observing by-laws and regulations ;
- Prompt settlement of outstanding debts;
- Engaging the council in constructive criticism;
- Participation in council programmes/projects;
- Providing feedback on service provision;
-Timely responses to requests for information.
How to Lodge Complaints
Our clients are encouraged to lodge complaints, make suggestions, and/or complements to the Town clerk through the physical address, in person, post, telephone or e-mail as follows:
Mail: P.O. Box 40-30100 Eldoret
Tel: +254-053-2062208
+254-053-2061330
+254-053-2062884
www.eldoretmunicipal.go.ke
Email:
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Service Delivery
