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. | Adequate and timely information about our services given | – Enquiries Received
– Need arises |
Free | Immediately and follow-up within a day. |
| 2. | Treat our clients with courtesy and dignity | – Same expected | Free | Always |
| 3. | Pick telephone calls within two rings | – Call received | Free | Within 2 rings |
| 4. | Handling complaints | – Complaints Received | Free | – Acknowledge within 3 days
– Resolve as per 9001:2008 QMS procedures |
| 5. | Reply to emails and correspondences | – Inward mails/emails received | Free | Immediately and not later than 3 Days |
| 6. | Service products and service orders | – Timely orders received
– Settlement of accounts due by customers |
Semen DF (Deep Frozen)
– 200/= to Agents – 250/= Non- agents Liquid Nitrogen At the Centre: – 220/= to Agents – 290/= Non- agents Liquid Nitrogen Delivered to customer: – 240/= to Agents – 290/= Non- agents |
2 Hours
|
| 7. | Produce customer statements | – Receive required documents/records from customers | Free | Within 30 minutes and not later than 5th of every month |
| 8. | Testing of customers’ containers | – Received request | Charges based on the amount of LN2 used | 3days |
| 9. | Properly conserve privately owned germplasm & maintain good records | – Timely notification by customers
– Timely payment for storage. |
– Storage in KAGRC containers = Ksh.2.00 per straw per month.
– Storage in owner’s container = Ksh.200.00 for every litre of Liquid Nitrogen added. |
Always |
| 10. | Sorting and counting own private semen. | – Request received | Ksh.2.00 per straw.
Cost of LN2 used. |
2 Days from receipt of arrangement |
| 11. | Training of organized groups. | – Request received | – Free for school students and farmers.
– Ksh.5000.00 for tertiary institutions per visit. |
As per request. |
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, KAGRC, P.O. Box 23070-00604, Email: info@kagrc.co.ke, Tel. 0728899767, 0737540670
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. Tel. +254 (0)20 240337 / 0722970604.
Email. info@ombudsman.go.ke,
HUDUMA BORA NI HAKI YAKO
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