CONSUMER & PUBLIC AFFAIRS - PowerPoint Presentation

1. CONSUMER & PUBLIC AFFAIRSPRESENTATION ON SERVICE DELIVERY & CHARTERSFOR INDUCTION OF NEW STAFF ATAFRALTIBy: Juma OoroConsumer Complaints and Customer Service

2. MANDATEThe Consumer & Public Affairs department has a unit responsible for handling complaints and customer service.Customer service is broad and applies to all departments/divisions of the Authority. Every department/division has an obligation to provide service to its customers

3. MANDATE…Service delivery is not only the reason we exist as an organization, but a requirement in the Constitution of Kenya 2010 (Articles 46 and 232) 46. (1) Consumers have the right— (a) to goods and services of reasonable quality; 232. (1) The values and principles of public service include: (c) responsive, prompt, effective, impartial and equitable provision of services;

4. SERVICE DELIVERYService delivery is important to the AuthorityAs we have a mandate defined by an Act of Parliament and related Regulations to be fulfilled.It is not enough just to deliver service, but we should endevour to offer efficient and quality services to the Public. CA is a service organization

5. SERVICE DELIVERY…Service delivery is both to our External and Internal CustomersEvery department/employee has a customer of whatever kindAfter all, the public are our employers as they are the ones who pay our salaries.Service delivery is not an interruption to our work, but is the reason we are workingCustomers are the reason we exist as an organization

6. SERVICE DELIVERY TOOLSAuthority uses a number of tools to deliver service to its customersSome tools include: External Service Charter (Applies to external customer)Internal Service Charter (Applies to internal customer)Customer Feedback MechanismsCustomer Satisfaction Surveys

7. SERVICE CHARTERSExternal Service CharterThis is a promise to our external customersIt constitutes a “social pact” between the Authority and our esteemed clientsIt identifies core services we offer and sets the standards and timelines that we pledge to achieve in serving our clients.

8. SERVICE CHARTERS…External Service CharterCharter was formulated/reviewed after discussions and agreement by departments, approved by Management and BoardExternal customers were consultedCommitments in external charter takes into consideration commitments in internal charterIt also provides a mechanism on how to complain when services do not meet our stated standards and how we will handle complaints

9. SERVICE CHARTERS…External Service CharterSome charter commitments are what is provided for in the Law and RegulationsCharter is distributed to customers/members of publicDisplayed in the AuthorityCharter is not a legal document, but may contain legal provisions.

10. CHARTER COMMITMENTSSERVICE SERVICE PROCESSSERVICE TYPETIMELINESREQUIREMENTS TO BE FULFILLED BY CUSTOMERSLicensingIssuance of a new licenseTelecommunications Licenses 135 daysComplete application form provided in our website link: http://www.cck.go.ke/licensing/telecoms/application.htmlORProvided at CA offices Broadcasting Licenses 60 daysComplete application form provided in our website link:http://www.cck.go.ke/licensing/broadcasting/application.htmlORProvided at CA offices Numbering 15 daysComplete application form provided in our website link:http://www.cck.go.ke/licensing/numbering/application.htmlORProvided at CA offices 

11. SERVICE CHARTERS…Internal Service CharterDefines the interrelationship amongst departments/divisions within the AuthorityContains general key targets that directly affect service delivery. General targets are those service delivery targets that apply to all departments/divisions.

12. SERVICE CHARTERS…Internal Service CharterTimelines specified in this document are based, as the case may be, on the commitments stipulated in the Law and its related regulations, the external service charter, ISO procedures As well as other policy documents

13. INTERNAL COMMITMENTSProcess/TaskAction RequiredTimelines (Within)/StandardJustificationInternal request for information - from the date of receiptResponse through Internal Memo 3 daysTo facilitate prompt responseDelivery of correspondence to relevant departments/divisionsForwarding of misrouted correspondence to relevant departments/divisions1 dayTo facilitate action on issues raised Delivery of incoming external mail to departments/divisionsDelivery of incoming external mail1 dayTo To facilitate action on issues raisedStaff identificationWearing of identification badgesCompulsoryFor ease of identificationIdentification by name/department/division/unit/CCK on telephoneCompulsoryFor ease of reference/follow-up of issues

14. MONITORING AND EVALUATIONIn order to identify challenges and improve our service deliveryThe Authority has a mechanism for monitoring and evaluationCharters are monitored every quarter and presented to Management Committee for actionMonitoring and evaluation largely manual currently

15. MONITORING AND EVALUATIONThe Authority is in the process of installing an automated monitoring tool in current FYThe automated system will enable real-time tracking of performance on charter commitmentsCharters are reviewed every 2 years for relevanceCustomer satisfaction surveys conducted every year as a way of determining satisfaction levels with Authority’s services

16. CUSTOMER SERVICE CENTREPlans are underway to establish a modern Customer Service CentreThis is a one-stop shop for our customers where all services will be offeredStaff manning the centre will drawn from all departmentsThey will be trained to ensure they are well versed in all services offered by the AuthorityIt is aimed at ensuring quick service delivery and reduce traffic into the back officeHas started with Customer Care Desks, in the interim

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18. Thank You!ooro@ca.go.ke