Effective Service Delivery and Charters: A Consumer-Focused Approach at AFRAILTI
The Consumer and Public Affairs department at AFRAILTI is dedicated to handling complaints and improving customer service. Service delivery is not just a requirement but a key mandate driven by the organization's commitment to offering quality services to both internal and external customers. Tools like service charters and customer feedback mechanisms are employed to ensure efficient service delivery. Emphasizing the importance of meeting customer needs, the organization strives to fulfill its obligations under the Kenyan Constitution, focusing on responsiveness, effectiveness, and equity.
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CONSUMER & PUBLIC AFFAIRS PRESENTATION ON SERVICE DELIVERY & CHARTERS FOR INDUCTION OF NEW STAFF AT AFRALTI By: Juma Ooro Consumer Complaints and Customer Service
MANDATE The Consumer & Public Affairs department has a unit responsible for handling complaints and customer service. Customer service is broad and applies to all departments/divisions of the Authority. Every department/division has an obligation to provide service to its customers
MANDATE Service delivery is not only the reason we exist as an organization, but a requirement in the Constitution of Kenya 2010 (Articles 46 and 232) 46. (1) Consumers have the right (a) to goods and services of reasonable quality; 232. (1) The values and principles of public service include: (c) responsive, prompt, effective, impartial and equitable provision of services;
SERVICE DELIVERY Service delivery is important to the Authority As we have a mandate defined by an Act of Parliament and related Regulations to be fulfilled. It is not enough just to deliver service, but we should endevour to offer efficient and quality services to the Public. CA is a service organization
SERVICE DELIVERY Service delivery is both to our External and Internal Customers Every department/employee has a customer of whatever kind After all, the public are our employers as they are the ones who pay our salaries. Service delivery is not an interruption to our work, but is the reason we are working Customers are the reason we exist as an organization
SERVICE DELIVERY TOOLS Authority uses a number of tools to deliver service to its customers Some tools include: External Service Charter (Applies to external customer) Internal Service Charter (Applies to internal customer) Customer Feedback Mechanisms Customer Satisfaction Surveys
SERVICE CHARTERS External Service Charter This is a promise to our external customers It constitutes a socialpact between the Authority and our esteemed clients It identifies core services we offer and sets the standards and timelines that we pledge to achieve in serving our clients.
SERVICE CHARTERS External Service Charter Charter was formulated/reviewed after discussions and agreement by departments, approved by Management and Board External customers were consulted Commitments in external consideration commitments in internal charter It also provides a mechanism on how to complain when services do not meet our stated standards and how we will handle complaints charter takes into
SERVICE CHARTERS External Service Charter Some charter commitments are what is provided for in the Law and Regulations Charter is distributed to customers/members of public Displayed in the Authority Charter is not a legal document, but may contain legal provisions.
CHARTER COMMITMENTS SERVICE SERVICE SERVICE TYPE TIMELINES REQUIREMENTS TO BE FULFILLED BY CUSTOMERS Complete application form provided in our website http://www.cck.go.ke/licensing/telec oms/application.html OR Provided at CA offices Complete application form provided in our website link: http://www.cck.go.ke/licensing/broad casting/application.html OR Provided at CA offices Complete application form provided in our website link: http://www.cck.go.ke/licensing/numb ering/application.html OR Provided at CA offices PROCESS Issuance of a new license 135 days Telecommunications Licenses Licensing link: Broadcasting Licenses 60 days Numbering 15 days
SERVICE CHARTERS Internal Service Charter Defines the interrelationship amongst departments/divisions within the Authority Contains general key targets that directly affect service delivery. General targets are those service delivery targets that apply to all departments/divisions.
SERVICE CHARTERS Internal Service Charter Timelines specified in this document are based, as the case may be, on the commitments stipulated in the Law and its related regulations, the external service charter, ISO procedures As well as other policy documents
INTERNAL COMMITMENTS Timelines (Within)/ Process/Task Action Required Justification Standard Internal request for information - from the date of receipt Response through Internal Memo 3 days To facilitate prompt response Delivery of correspondence to relevant departments/divisions Forwarding of misrouted correspondence to relevant departments/divisions 1 day To facilitate action on issues raised Delivery of incoming external mail 1 day To To facilitate action on issues raised Delivery of incoming external mail to departments/divisions Staff identification Wearing of identification badges Compulsory For identification ease of Identification name/department/division/unit/CCK telephone by on Compulsory For reference/follow-up of issues ease of
MONITORING AND EVALUATION In order to identify challenges and improve our service delivery The Authority has a mechanism for monitoring and evaluation Charters are monitored every quarter and presented to Management Committee for action Monitoring and evaluation largely manual currently
MONITORING AND EVALUATION The Authority is in the process of installing an automated monitoring tool in current FY The automated system will enable real-time tracking of performance on charter commitments Charters are reviewed every 2 years for relevance Customer satisfaction surveys conducted every year as a way of determining satisfaction levels with Authority s services
CUSTOMER SERVICE CENTRE Plans are underway to establish a modern Customer Service Centre This is a one-stop shop for our customers where all services will be offered Staff manning the centre will drawn from all departments They will be trained to ensure they are well versed in all services offered by the Authority It is aimed at ensuring quick service delivery and reduce traffic into the back office Has started with Customer Care Desks, in the interim
Thank You! ooro@ca.go.ke
