The Communications Authority of Kenya has found a new way to interact with its stakeholders and ICT lovers on its new service delivery charter.
The customer centric service delivery charter outlines the services offered by the Authority and also sets out standards its clients and stakeholders should expect from the communication giant.
The charter make it possible for the public to know what role they are expected to play as they seek efficient and effective service delivery in the Authority.
In addition to launching the service charter the organization has also put in place a monitoring tool aimed at helping evaluate its responsiveness to customer needs.
Acting Director Consumer and Public Affairs Christopher Wambua on behalf of the Director General during the public launch said,“The Authority is committed to delivering the highest standards of service and greater investments are being put in place to ensure that customers get value from service rendered by the Authority.’
He added, ‘the Authority has an obligation to inform and educate the members of the public on expectations of service delivery and is committed to maintaining high standards in its operations by providing services in a professional, transparent and accountable manner.’
Government institutions have been continuously evolving over the years to improve on service delivery mostly through the introduction of performance score cards and contracts, improvements on existing structures and innovations of new systems and processes in line with service delivery.’
The Authority’s Customer service charter was developed in 2006 and has since undergone regular reviews to align it to the emerging needs of customers in an ever-changing ICT ecosystem. With the synchronizing of different systems and frameworks. This assists the Authority to monitor and evaluate the achievements of the external and internal charter commitments. The goal of the system is to provide better experience for its internal and external stakeholders.
The Communications Authority of Kenya (CA) is the regulatory body for the communications sector in Kenya. Established in 1999 by the Kenya Information and Communications Act, 1998, the Authority is responsible for facilitating the development of the Information and Communications sectors including; broadcasting, multimedia, telecommunications, electronic commerce, postal and courier services.