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 |
|
Free |
|
2. | Handling and resolution of complaints |
|
Free |
|
|
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 |
|
Free | (3) working days |
|
Charges based on the amount of Liquid Nitrogen used | |||
4. | Field germplasm collection, processing, storage and releasing |
|
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 |
|
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
Or
The Commission Secretary/ Chief Executive Officer
Commission on Administrative Justice, 2nd 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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