Kict Board

7/28/2019 Kict Board

1/12

KENYA ICT BOARD SERVICE CHARTER

1

KENYA ICT BOARD

OUR SERVICE CHARTER

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 andrequirements 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


2/12


2

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 ICTindustry 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. Wewill take personal responsibility for our actions, and treat everyone fairly with trust

and respect.

Quality


3/12


3

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;


4/12


4

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 togetherwith associated facilities on sites, estates and land.

Partner with agents within and without the country to carry out such functions as itmay 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


5/12


5

TheFunctionsandServicesoftheBoard

Stakeholders Expectations


6/12


6

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


7/12


7

6. Provide audit reports for all grants and funds disbursements within 14 days ofaudit

7. Acknowledge receipt of expressions of interest within 14 days of closure8. 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 days14.Queries/ complaints to be dealt with within 5 days15.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 FundThe board will observe the following standards

1. Ensure open and fairness in all requests for funding2. Ensure fair and transparent evaluation of business plans for qualification for

funding

3. Timely disbursement of funds within 14days from date of approval ofapplication by World Bank.

4. Open tendering for the recruitment of finance management partner to handle thefund disbursements


8/12


8

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

Training1. Provide feedback regarding applications for grants for the digital villages within14 days

2. All training courses will be publically advertised / announced and will be open toall people living Kenyans

3. Candidates will be shortlisted in a clear and transparent manner4. 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 outputs6. 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 manualand the program manual

Technical support

1. We will clearly stipulate all standards required by Pasha centres in terms of technicalrequirements ( hardware, software and any other standards)

2. We will have a clear and open guidelines indicating the scope of technical support3. 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 andtransparent manner.

Bandwidth Support

1. We will ensure that a transparent and prudent assessment of bandwidthrequirements 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 costeffective manner.


9/12


9

3. We will assist the Pasha centres in planning for long term requirements forbandwidth support

4. We will procure bandwidth from local/international providers through an opentender 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 institutionfor 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 MasterTrainers 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 andwill 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, andwill meet the cost of sourcing content, training trainers and administering the training

and certification process.

Marketing1. 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 disseminatethis information to the industry in a timely fashion


10/12


10

3. We will engage in capacity building activities with the industry at least 2 trainingprograms 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 knowit 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


11/12


11

HANDLINGOFCOMPLAINTS/FEEDBACKThe 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 Providingcomments, 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 [email protected] or by letter or fax to the Chief

Executive.

We will acknowledge receipt within 7[seven] days and handle genuine complaintswithin[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 ofhandling 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.


12/12


12

Providing a daytime telephone number or e-mail address in your correspondence ifavailable.

Treating our staff in the way that you would like to be treated yourself. You can also send an email : [email protected]

HOW TO CONTACT US

Telephone (landline)

+254-20- 2089061 and +254-20-2211960

E-mail [email protected]

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 offeedback 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.

Kict Board

Documents

Transcript of Kict Board