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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