Download ICT Department Service Charter in PDF
INTRODUCTION
This charter is a declaration of our commitment to provide quality services to our customers. It outlines the services rendered, requirements to obtain the services, costs and timelines within which the ICT department provides services.
VISION
To be an efficient and effective Information Communication Technology support services provider at the Kenya Law Reform Commission.
MISSION
To provide ICT support services and enhance service delivery through use of Information Communication Technology.
CORE FUNCTIONS
Our core functions are to provide:
- End-user technical support services;
- Capacity building on ICT;
- Support management of ICT resources;
- Leadership in automation of services;
- Technical advice on acquisition of ICT resources; and
- Coordinate online service delivery through use of emerging technologies.
- Budget for Commission’s/ ICT department’s recurrent needs
CORE VALUES
Our core values are:
- Professionalism;
- Confidentiality;
- Efficiency and effectiveness;
- Transparency and accountability;
- Integrity;
- Teamwork;
- Innovation;
- Courtesy;
OUR STANDARDS
- Quality service;
- Timely resolution of ICT related problems;
- Focus on results;
COMMITMENTS AND OBLIGATIONS OF THE CUSTOMERS
To enable us provide you with services of our set standards we request you to;
- Be respectful and courteous;
- Provide feedback;
- Provide necessary co-operation and accurate information;
- Participate actively in our programs;
- Give the department advance notification in cases where the services are required for a scheduled activity;
- Refrain from offering inducement, gifts and favors in return for service rendered or to be rendered.
- Adherence to existing policies and regulations.
- Working hours (Monday to Friday) 8.00am-1.00pm, 2.00pm-5.00pm.
|
NO. |
SERVICE RENDERED |
REQUIREMENTS TO OBTAIN SERVICES |
COSTS |
TIMELINES |
|
1 |
Request of ICT technical support |
Request from departments/users |
Nil |
30 minutes |
|
2 |
Diagnosing ICT problems |
Proper description of the problems |
Nil |
10 minutes |
|
3 |
Resolving ICT problems |
Brief of the problem for departments |
Nil |
1 day |
|
4 |
Resolving ICT problems for equipment under warranty |
Notification |
Nil |
10 days |
|
5 |
Uploading of website materials |
|
Nil |
continuous |
|
6 |
Provision of ICT technical specifications for hardware and software |
Requisition from departments |
Nil |
2 days |
|
7 |
Servicing and maintenance of ICT equipment |
Service Level Agreement |
As per contract |
Continuous |
|
8 |
Automation of manual functions |
|
Nil |
Continuous |
|
9 |
Training of users on the new ICT resources |
ICT Training Needs Assessment |
Nil |
Continuous |
The Kenya Law Reform Commission is a corruption free zone. It is an offense to compromise or give a bribe to a public servant for delivery of services.
COMMITMENT TO COURTESY AND EXCELLENCE IN SERVICE DELIVERY
Any service that does not conform to the above standards or any officer who does not live up to the commitments to courtesy and excellence in service delivery should be reported to:
https://www.klrc.go.ke/index.php/feedback (Anonymous)
To:
Commission Secretary/ Chief Executive Officer
Physical Address: Reinsurance Plaza, 3rd Floor, 4 Taifa Road
P.O. Box 34999-00100
NAIROBI, Kenya. Email: This email address is being protected from spambots. You need JavaScript enabled to view it./ This email address is being protected from spambots. You need JavaScript enabled to view it.
Phone: (+254) 20 2241201, +254799030716, Fax: (+254)202225786