KENYA ICT BOARD SERVICE CHARTER

KENYAICTBOARD OURSERVICECHARTER
FOREWORD
Welcome to the Kenya ICT board (the Board) Service Delivery Charter (the Charter), that sets out the specific service standards you should expect us to meet and how to communicate with us. It also explains how you and we can support each other and what to do if things go wrong. The Charter is the public expression of our commitment to our stakeholders, who are our customers and is based on our statutory functions under the Corporation under the State Corporations Act Cap. 446 This Service charter along with our strategic plan aims at getting the Board to remain highly focused, adaptive and relevant in the rapidly changing national and global environment. Through this charter , we aim at enhancing the level of awareness on our role as the Kenya ICT board , give an insight on our core activities and values and inform our stakeholders on what services we offer. The Kenya ICT board is on its fifth year since commencement of operations in August 2007. We have learnt that the best way for us to gain accurate understanding of the opinions and requirements of our stakeholders is to talk to them directly. One of the key achievements of the board include the completion of the five year strategic plan which clearly sets out what we will do, what strategies we will adopt and what outcomes we and you as our customer can expect us to achieve. We have developed benchmarks for the delivery of services so that our stakeholders are aware of what to expect once the engage our services. In case our services are below the set standards, a feedback and redress mechanism has been put in place so that we continuously improve our services to meet the customers demands. Paul Kukubo Chief Executive officer

KENYA ICT BOARD SERVICE CHARTER

About us
The Kenya ICT Board was established by H.E. President Mwai Kibaki as a State on February 19, 2007. Kenya ICT Board was founded with the aim of coordinating and promoting of the ICT industry in Kenya. The Board also seeks to promote ICT investments both locally and abroad. The achievement of an information-based society is one of the main priorities of the Government towards the realization of national development goals and objectives for wealth and employment creation.ICT is one of the fastest growing sectors in the country. Harnessing of ICTs will therefore help the Government to realize a number of its key public policy objectives. In general, ICT will contribute significantly to the process by improving government operations as outlined in the e-government strategy.

OUR VISION
Kenya becomes a top ten ICT hub

OUR MISSION
To champion and actively enable Kenya to adopt and exploit ICT, through promotion of partnerships, investments and infrastructure growth for socio economic enrichment

CORE VALUES
Kenya ICT Boar aspires to conduct all her affairs in accordance with the principles of good corporate governance. The boards core values are In all our relationships, we will demonstrate our steadfast commitment to: Leadership We will be a world-class leader in every aspect of our business and in developing our team leadership skills at every level. Integrity We will always practice high ethical standards by honoring our commitments. We will take personal responsibility for our actions, and treat everyone fairly with trust and respect. Quality

KENYA ICT BOARD SERVICE CHARTER

We will strive for continuous quality improvement in all that we do to rank among the world's premier ICT Organizations in customer, employee and community satisfaction. Customer Satisfaction Satisfied customers are essential to our success. We will achieve total customer satisfaction by understanding what the customer wants and delivering it flawlessly. Teamwork We recognize our strength and our competitive advantage is -- and always will be -people. We value the skills, strengths, and perspectives of our diverse team. Good Corporate Governance We will provide a safe workplace and protect the environment. We will promote the health and well-being of the Staff. Innovation We want to have an environment that engenders innovation and creativity

Mandate of the Kenya ICT Board

The Mandate of the Kenya ICT Board as set out in the Kenya Gazette Legal Notice No. 26 covers the following 5 key areas;

KENYA ICT BOARD SERVICE CHARTER

Functions of Kenya ICT Board

The core functions of Kenya ICT Board as documented in the Kenya Gazette Legal Notice No. 26 of the May 2007 To advice the government on all relevant matters pertaining to development, coordination and promotion of ICT industries in the country. Promote both locally and internationally the opportunities for investments in ICT technology Facilitate and manage ICT industrial incubation parks and technology parks together with associated facilities on sites, estates and land. Partner with agents within and without the country to carry out such functions as it may consider necessary. To transform and empower society through deployment and use of ICTs. Carry out any other activity to promote and develop ICT products and services

THE BOARDS STRATEGIC OBJECTIVES

KENYA ICT BOARD SERVICE CHARTER

TheFunctionsandServicesoftheBoard

Stakeholders Expectations

KENYA ICT BOARD SERVICE CHARTER

Our Organogram

Overall service delivery KENYA ICT BOARD pledges to:1. Giving you the best possible service and providing helpful advice. 2. Treating everyone properly, fairly, impartially and with courtesy. 3. Aiming to meet any special need you may have. 4. Acknowledge all written correspondence within 5 working days. 5. The pickup time for calls at the switch board will be 30 seconds, but in any case not exceeding three rings 6

KENYA ICT BOARD SERVICE CHARTER

6. Provide audit reports for all grants and funds disbursements within 14 days of audit 7. Acknowledge receipt of expressions of interest within 14 days of closure 8. Pay for goods and services supplied to the board within 30 days of receipt of statement. 9. Keep accurate and updated records of investors' and suppliers' accounts.

10. Vouchers and imprest will be processed in 3 (three) days. 11. Where there is no long term contract, payment for services to be done in 7 [seven] working days. 12. Approval/rejection of documents e.g. imprest, voucher, Local Purchase Order [LPO], Service Purchase Order [LSO]- maximum one day 13. Process LPO/LSO within 2 days 14. Queries/ complaints to be dealt with within 5 days 15. Ensure the highest standards and transparency and governance in all our dealings with you. 16. Timely disbursements of funds within 28 days of approval.

SERVICE DELIVERY STANDARDS - IMPLEMENTATION OF DIGITAL VILLAGES (PASHA) PROJECT Revolving Fund
The board will observe the following standards 1. Ensure open and fairness in all requests for funding 2. Ensure fair and transparent evaluation of business plans for qualification for funding 3. Timely disbursement of funds within 14days from date of approval of application by World Bank. 4. Open tendering for the recruitment of finance management partner to handle the fund disbursements 7

KENYA ICT BOARD SERVICE CHARTER

5. Ensure that the DVP fund disbursements follow the rules and regulations and ethical guidelines stipulated in the boards grants manual

Training
1. Provide feedback regarding applications for grants for the digital villages within 14 days 2. All training courses will be publically advertised / announced and will be open to all people living Kenyans 3. Candidates will be shortlisted in a clear and transparent manner 4. All training will be carried out equitably across the country offering equal opportunities to all candidates and applicants

5. Training will be consistent in terms of quality and outputs 6. Training programs will be supported by the board and retraining where necessary will be carried out 7. The training program will follow the guidelines stipulated in the grants manual and the program manual

Technical support
1. We will clearly stipulate all standards required by Pasha centres in terms of technical requirements ( hardware, software and any other standards) 2. We will have a clear and open guidelines indicating the scope of technical support 3. We will ensure that the technical support is delivered in a timely manner within 14days of request or support 4. We will ensure that the technical support services are procured in an open and transparent manner.

Bandwidth Support
1. We will ensure that a transparent and prudent assessment of bandwidth requirements is done prior to the commencement of operations of each of the Pasha centres 2. We will ensure that the bandwidth is delivered to the centres in an efficient and cost effective manner. 8

KENYA ICT BOARD SERVICE CHARTER

3. We will assist the Pasha centres in planning for long term requirements for bandwidth support 4. We will procure bandwidth from local/international providers through an open tender system and the procedure will be free, fair and open to all applicants for review.

BUSINESS PROCESS OUTSOURCING/IT ENABLED SERVICES SERVICE DELIVERY STANDARDS

Centre of Excellence for Business Process Outsourcing/ IT Enabled Services

1. The Centre of Excellence will host the training of trainers as an umbrella institution for industry collaboration, and manage the partnership. Criteria will be developed to select an appropriate Centre. 2. Leading Kenyan and global BPO/ITES companies/consortia will provide Master Trainers to train according to the curriculum, content and pedagogy agreed upon by the consortia. It is noted that the content should be of high quality, relevant to market needs, and should be the same content that is used by participating companies/consortia as part of their own training programs related to their core BPO/ITES businesses. Each of the participating companies/consortia will be required to certify trainers and students on the successful completion of training. Such certification should ensure that trainers and students meet international benchmarks of performance. The criteria for selection of participating companies will be developed by the consultants. 3. Universities and middle level colleges will provide faculty for training as trainers and will also run BPO/ITES training programs for their students using trained trainers. 4. The Government of Kenya will provide funding support for establishing the COE, and will meet the cost of sourcing content, training trainers and administering the training and certification process.

Marketing
1. We will incessantly encourage investors locally and abroad to invest in the BPO sector. 2. We will remain abreast of the local and international trends in BPO and disseminate this information to the industry in a timely fashion 9

KENYA ICT BOARD SERVICE CHARTER

3. We will engage in capacity building activities with the industry at least 2 training programs per year and ensure that these are widely accessible and affordable to the industry 4. We will consistently depict a true picture of the market and its potential as we know it to be.

CUSTOMERS RESPONSIBILITIES
Comply with Kenyan law in the day to day conduct of their business Respond in a timely manner to KENYA ICT BOARD's requests for information sought in support of various projects, funding, and reports. Promptly deliver services and goods upon formal request by the board Know our services Avail complete and precise information to enable us act accordingly Treat staff with respect and courtesy. Provide feedback on our services Exercise honesty and integrity in dealings with KENYA ICT BOARD Provide accurate information and authentic documents Identify areas of weakness in our service delivery Suggest ways of improving our services Participate in our programs

COMMITMENT TO SERVICE DELIVERY

The Kenya ICT Board is committed to serve you with integrity, honesty, fairness, efficiency and excellence. The board shall educate the public on the services it renders. Do not offer inducement by way of gift or favor to staff or solicit the same in return for services

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KENYA ICT BOARD SERVICE CHARTER

HANDLINGOFCOMPLAINTS/FEEDBACK
The Board is committed to consulting with its customers and to evaluating its services. You can help us by: We guarantee confidentiality and privacy in respect of complainant Providing comments, complaints or suggestions regarding the service you receive. Telling us what we have done well or what we could have done better. Completing and returning any customer survey forms that we may send you and participate in public forums we invite you to. If you want to forward a suggestion on how we could improve our service to you, please submit your complement or complaint in writing through the KENYA ICT BOARD Website; via email to info@ict.go.ke or by letter or fax to the Chief Executive. We will acknowledge receipt within 7[seven] days and handle genuine complaints within[14] days) Complaints will be assigned to the Governance Manager to investigate and resolve. KENYA ICT BOARD will seek to resolve complaints and inform the complainant of the outcome within 30 days of receipt. We encourage complainants to identify themselves given the practical difficulties of handling anonymous grievances.

INFORMATION ON THE INTERNET

You can get information and statutory documents from our website at http://www.ict.go.ke

FEEDBACK TO HELP US TO HELP YOU

You can help us to serve you better by:Giving us full and accurate information. Quoting reference numbers when writing to us about an existing application or query. 11

KENYA ICT BOARD SERVICE CHARTER

Providing a daytime telephone number or e-mail address in your correspondence if available. Treating our staff in the way that you would like to be treated yourself. You can also send an email : communications@ict.go.ke

HOW TO CONTACT US
Telephone (landline) +254-20- 2089061 and +254-20-2211960 E-mail info@ict.go.ke Website http://www.ict.go.ke In person Teleposta Towers 12th Floor, Kenyatta Avenue Entrance Access is available by public means.

OUR OFFICES ARE OPEN

Monday to Friday 8.00 am to 5.00 pm weekdays only.

REVIEWING OUR SERVICE CHARTER

This Service Delivery Charter is a dynamic document and will be reviewed in light of feedback from stakeholders and customers to ensure that it accurately reflects the priorities of the Board. We will review the document in consultation with stakeholders and customers in concert with revision of our Strategic Plan. We would appreciate feedback on our Charter from stakeholders and clients, and this may be provided to the above contacts.

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