Service Charter – Kenya Animal Genetic Resources Centre

KAGRC CITIZENS SERVICE DELIVERY CHARTER

KAGRC is committed to providing timely, effective & efficient Services to our customers

NO.	SERVICE/GOOD	REQUIREMENTS TO OBTAIN SERVICE/ GOOD	COST OF SERVICE/GOOD	TIME LINE
1.	Access-To-Information about KAGRC products & Services	Enquiries Received Cooperation and clarity	Free	Attention within five (5) minutes upon physical visit to KAGRC Offices. Acknowledgement of emails/correspondences within 1-2 working days. Response to inquiry within (2) working days for readily available information and response to inquiry within (2) weeks on complex issues. (2) Rings to respond to telephone calls.
2.	Handling and resolution of complaints	Complaints Received	Free	Acknowledgement within (3) working days Resolve as per 9001:2015 QMS procedures i.e. within (2) working days if information is readily available or within (4) weeks if consultation and investigation is required.
2.	Handling and resolution of complaints	Recommendation by Commission on Administrative Justice (CAJ)	Free	Resolve as per 9001:2015 QMS procedures i.e. within (2) working days if information is readily available or within (4) weeks if consultation and investigation is required.
3.	Testing of customers’ Liquid Nitrogen containers	When selling a new Liquid Nitrogen container	Free	(3) working days
3.	Testing of customers’ Liquid Nitrogen containers	On customer’s own request	Charges based on the amount of Liquid Nitrogen used	(3) working days
4.	Field germplasm collection, processing, storage and releasing	Timely notification by customers Timely payment for storage. Timely payment for collection	Storage in KAGRC containers at Ksh.2.00 per straw per month. Storage in owner’s container = Ksh.200.00 for every litre of Liquid Nitrogen added.	Always
5.	Sale of KAGRC products and service orders	Timely and clear orders received. Settlement of accounts due by credit customers (agents). Timely payment by cash/cheque clients.	As per the current pricelist available at the Sales Office	Within (2) hours
6.	Training of organized groups	Request(s) received	Free	Acknowledgement within (3) working days. Training offered within (30) working days if request is approved.
7.	Issuance of LPO’s/Contracts	Quotations/Tender bids	Free	As per Public Procurement and Asset Disposal Act, 2015 regulations.
8.	Payment to suppliers/contractors for goods and services offered	Contracts / Local Purchase Order Delivery Note Inspection report Invoice	Free	Within (90) working days upon receipt of invoices

WE ARE COMMITTED 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 commitment to courtesy and excellence in service delivery should be reported to:

Managing Director

Kenya Animal Genetic Resources Centre,

P.O. Box 23070-00604, Lower Kabete

Email: info@kagrc.co.ke, Tel. 020-2064018, 0728899767, 0786204400

The Commission Secretary/ Chief Executive Officer

Commission on Administrative Justice, 2^nd Floor, West End Towers, Waiyaki way, Nairobi

P.O. Box 20414-00200, Nairobi

Email: info@ombudsman.go.ke, Tel. +254 (0)20 240337 / 0722970604.

HUDUMA BORA NI HAKI YAKO

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