KAGRC Citizens' Service Delivery Charter
Our commitment to transparent, timely and quality services in livestock genetic resources — supporting Kenya's Vision 2030.
Our Services at a Glance
Access-To-Information about KAGRC Products & Services
Handling and Resolution of Complaints
Testing of Customers' Liquid Nitrogen Containers
Field Germplasm Collection, Processing & Storage
Sale of KAGRC Products & Service Orders
Training of Organized Groups
Issuance of LPOs / Contracts
Payment to Suppliers / Contractors
Service Delivery Charter
| Service / Good | Requirements | Cost | Timeline |
|---|---|---|---|
| Access to information about KAGRC products and services | Enquiries received; cooperation and clarity | Free | Attention within five (5) minutes upon physical visit. Email/correspondence acknowledged within 1–2 working days. Response within 2 working days for readily available info; up to 2 weeks for complex issues. Telephone answered within 2 rings. |
| Handling and resolution of complaints | Complaints received; recommendation by Commission on Administrative Justice (CAJ) | Free | Acknowledgement within three (3) working days. Resolved as per ISO 9001:2015 QMS — within 2 working days if information is readily available, or within 4 weeks if consultation/investigation is required. |
| Testing of customers' liquid nitrogen containers | When selling a new container; or upon customer's request | Free / Ksh 1,500 | Three (3) working days. On customer's request: charged at Ksh 1,500 or the amount of liquid used (whichever is higher). |
| Field germplasm collection, processing, storage and releasing | Timely notification, payment for storage and collection | From Ksh 100 / straw | Storage in KAGRC containers: Ksh 100/straw/month. Storage in owner's container: Ksh 290 per litre of LN added. Sorting: Ksh 20/straw. Collection: Ksh 25,000 + storage + staff allowances. |
| Sale of KAGRC products and service orders | Clear orders received; payment via e-Citizen platform | As per pricelist | Within two (2) hours. |
| Training of organized groups | Request(s) received | Ksh 300 / 500 per head | Students Ksh 300 per head; Farmers Ksh 500 per head. Acknowledgement within 3 working days; training offered within 30 working days if approved. |
| Issuance of LPOs / contracts | Quotations / tender bids | Free | As per the Public Procurement and Asset Disposal Act, 2015 regulations. |
| Payment to suppliers / contractors | Contracts/LPO, delivery note, inspection report, invoice | Free | Within ninety (90) working days upon receipt of invoices. |