KAGRC is ISO 9001:2008 certified

KAGRC CITIZENS SERVICE DELIVERY CHARTER

 

P.O. Box 23070-00604, Lower Kabete, Nairobi, Kenya. Cell Phone: 0728899767/ 0737540670, Landline: 020-2064018,

Email: This email address is being protected from spambots. You need JavaScript enabled to view it. , Web: www.kagrc.co.ke

This office is committed to timely Effective & Efficient Service Delivery

 

SERVICES

REQUIREMENTS

USER CHARGES

TIME LINE

 

Adequate and timely information about our services given

-Enquiries Received

-Need arises

Free

Within 1 day

 

Treat our clients with courtesy and dignity

Same expected

Free

Always

 

Pick telephone calls within four rings

Call received

Free

Within 4 rings

 

Handling complaints

Complaints Received

 

-Acknowledge within 3 days

-Resolve as per 9001:2008 procedures

 

Reply to emails and correspondences

Inward mails/emails received

Free

3 Days

 

Take corrective action on non conformities observed or identified

-Timely feedback

-Observed non conformities recorded

Free

As per ISO 9001:2008 Procedures

 

Service products and service orders

-Timely orders received

-Settlement of accounts due by customers

Semen DF (Deep Frozen)

-         200/= Agents

-         250/= Non Agents

Liquid Nitrogen

-         120/= Agents

-         200/= Non Agents

2 Hours

 

Produce customer statements

Receive required documents/records from customers

Free

Not later than 5th of the following month

 

Payment of salaries

Receive Payroll from HR before 25th of the month

Free

Not later than 28th of each month

 

Timely Processing of staff imprests

Receive Approved request

Free

2 days

 

Pay all the taxes and statutory deductions within the stipulated timeframe

-Receive Clear guidelines from payee

Free

-Atleast 2 days to deadline

 

Testing of customers’ containers

Received request

Charges based on the amount of LN2 used

3days

 

Produce quarterly reports on time

None

Free

Within 2 weeks after the quarter

 

After receiving letters, they are filed and taken to concerned officers.

Files/letters received with clear identification.

Free

2 days

 

Timely delivery of requested files

Receive request from authorized persons

Free

3 Hours

 

Timely response to customer enquiries

-Enquiries Received

-Need arises

free

Within 1 day

 

Ensure availability of hay and other feedstuffs

-Receive timely reports on new bulls and bulls scheduled for culling

-Receive required resources

free

Always

 

Ensure bulls are well fed and productive

-Receive timely reports on new bulls and bulls scheduled for culling

-Receive required resources

Free

Always

 

Appropriate and timely waste disposal

-         Waste generators handle waste properly and deliver to designated locations

Free

Waste disposed off weekly

 

Ensure equipment is available and service life is optimized

-         Receive updates of equipment received/disposed by users

-         Receive broke down/service request

Free

-Strictly adhere to service / maintenance schedule

-Assess and notify user of time to be taken to repair/ service within 2 days

- Take action within promised time

 

Properly conserve privately owned germplasm & maintain good records

-Timely notification by customers

-Timely payment for storage.

-Storage in KAGRC containers=Ksh.2.00 per dose/straw

-Storage in owner’s container=Ksh.200 for every litre of Liquid Nitrogen added.

Always

 

Timely response to customer enquiries

-Enquiries Received

free

Within 1 day

 

Ensure backups are prepared

-Materials to be backed up availed

-Co-operation from other departments

free

Quarterly

 

Ensure availability of ICT resources.

-Users make requests

-Equipment for servicing availed

free

-Acknowledge within a day

- Repair within 2 weeks

-Quarterly servicing

 

Providing timely user request support

- User requests received

free

-Acknowledge within 1 day

-Resolve within Shortest time possible

 

Ensure procurement of quality and appropriate computer hardware and software

-Involved in procurement of ICT equipment.

-Receive requests

free

-2 months after half year survey

-One month from receiving approval

 

Ensure effective and efficient prevention of network virus outbreaks/ threats.

-Antivirus procured

-Need arises

free

-Always

-Update quarterly

 

Maintain highest level of accuracy in our reports.

-Receive timely service orders

free

-Always

-Quarterly

                                                    

IT IS YOUR RIGHT TO DEMAND EFFICIENT SERVICE

“Huduma bora ni haki yako”

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