SERVICE DELIVERY CHARTER

HATI YA SHIRIKA YA UTOAJI HUDUMA

 KENAS is committed to providing quality services at all times in the best interest of all our customers. We continually improve our standards of quality in every aspect of our services to the satisfaction of our customers.

Halmashauri ya huduma imejitolea kutoa huduma bora nyakati zote kwa kuzingitia maslahi ya wateja wetu wote. Tunaendelea kuimarisha viwango vya utoaji huduma katika nyanja zote ili kuwaridhisha wateja wetu.

ACCREDITATION SERVICES / HUDUMA ZA UIDHINISHAJI

# Services Rendered

Huduma zinazotolewa

 

Customer Requirements

Yanayohitajika kwa mteja

 

Cost (KES)

Malipo (Shilingi)

Timeline

Muda

1 Application for accreditation

Mchakato wa maombi

 

Duly completed application form (KENAS-TS-F-022), signed accreditation agreement (KENAS-TS-F-015) and proof of payment.

 

Mteja kutuma fomu ya maombi iliyojazwa na kuambatisha stakabadhi zinazohitajika (KENAS-TS-F-022)

 

KES 40,000 5 working days

Siku tano

2 Document review

Kuchambua nyaraka zilizowasilishwa na mteja

Provide required documentation as requested by KENAS and proof of payment.

Maombi yaliyokubaliwa pamoja na stakabadhi zinazohitajika.

 

KES 95,000 10 working days

 

3 Onsite assessment

Kuripoti kuhusu ukaguzi wa nyanjani

 

 

Duly signed form KENAS-TS-F-50 and compliance to the requirements in the form.

 

 

KES 250,000 Assessment report issued after 10 working days

 

 

4 Review of corrective actions and close-out Evidence of corrective and preventive actions taken as per the specified timelines. If closure is onsite- to be invoiced.

 

 

5 working days
5 Re-accreditation

Kuidhinishwa upya

Duly filled accreditation agreement KENAS-TS-F-015.

 

Duly signed form KENAS-TS-F-50 and compliance to the requirements in the form.

 

Provide evidences of corrective actions undertaken.

 

KES 250,000  

Assessment report issued after 10 working days

 

1 months

6 Extension or variation of accredited scope.

Upanuzi au kubadilika kwa upeo wa idhini.

Application form KENAS –TS-F-022

 

Duly filled accreditation agreement KENAS-TS-F-015.

 

Duly signed form KENAS-TS-F-50 and compliance to the requirements in the form.

 

Provide evidences of corrective actions undertaken.

 

 

KES 250,000 (minimum) 2 weeks

 

 

 

Assessment report issued after 2 weeks

 

3 months

 

Note:

  1. Granting of Accreditation: KENAS will notify the award of accreditation status 5 days after the decision is made.
  2. Accreditation Status: KENAS will update the status of all clients in its various communication channels.

 

ACCREDITATION RELATED TRAININGS SERVICES/HUDUMA ZA MAFUNZO

# Services Rendered

Huduma zinazotolewa

 

  Customer Requirements

Yanayohitajika kwa mteja

 

Cost (KES)

Malipo (Shilingi)

Timeline of Response

Muda

1 a) Open schedule courses

 

Complete registration form online KENAS – TS-F-

 

Free 5 working days
1 b) In-house courses

 

Written request Free 5 working days
2 Issuance of certificate

Utoaji wa cheti

 

Doing a request on the issuance of the certificate

kufanya ombi la utoaji wa cheti

 

 

Free

Hamna malipo

Immediately for non-examinable

 

7 days after training

Siku saba baada ya kutolewa kwa matokeo ya mithani

GENERAL SERVICES /HUDUMA ZA JUMLA

# Services Rendered

Huduma zinazotolewa

 

Customer Requirements

Yanayohitajika kwa mteja

 

Cost (KES)

Malipo (Shilingi)

Timeline

Muda

1. Enquiries

Verbal

 

 Visit to KENAS offices / Telephone calls Free

 

Immediate
Written Letter/ email Free 5 working days
2.

a)

Request for quotations

Nukuu za gharama au bei.

Procurement services:  Duly filled in request-for-quotations form KENAS – .

Kujazwa katika ombi la hati ya nukuu.

Free 7 working days after opening the quotation.

 

Siku saba za kikazi baada ya ufunguaji wa nukuu za gharama au bei.

b) Accreditation services A verbal or written request

 

Free Response within 7 working days
3. Tendering & Request for proposals.

Utoaji kandarasi na maombi ya mapendekezo

Tender document & Proposal documents.

Stakabadhi za kandarasi na stakabadhi za mapendekezo.     

Free As per the Public Procurement and Asset Disposal Act 2015, Public Procurement and Disposal Regulation 2016 & amended Regulation 2013. Kufuata kikamilifu sharia

Kuzingatia kwa ukali Sheria ya Ununuzi wa Mali ya Umma na Utoaji wa mali ya mwaka 2015, Sheria ya Ununuzi na Kanuni za Utupaji za 2016 na Sheria ya Marekebisho ya 2013.

4. Issuance of LPO or LSO

Kupeana LPO au LSO

 None Free KENAS responds within 3 days

Siku tatu

 

5. Payments of Invoices

Malipo ya ankara

Invoice

Malipo au madai

 

Free

Hamna Malipo

30 days upon receipt of the invoice

Siku thelathini

6. Public complaints and Compliments.

Malalamiko na pongezi ya umma.

Written complaint/compliment

Email, SMS, Telephone call, or

Verbal, client feedback form KENAS-

Customer satisfaction feedback forms – KENAS –

Mawasiliano rasmi yaliyoandikwa kutumia barua pepe, simu, sms au kwa maneno.

Nil

Hamna Malipo

Acknowledgement of complaints or compliments within 5 working days and resolution or feedback within 21 days.

Kutambua malalamishi au pongezi katika siku tano za kazi. Kutatuliwa au maonikati ya siku 21

7 Client complaints and compliments.

Malalamishi na pongezi kutoka kwa wateja

Nil

Hamna Malipo

Acknowledgment of complaint or compliments within 5 working days and resolution or feedback within 21 days

Kutambua malalamishi au pongezi katika siku tano za kazi. Kutatuliwa au maonikati ya siku 21

WE ARE COMMITTED TO COURTESY AND EXCELLENCE IN SERVICE DELIVERY

Kenas promotes and upholds the national values of inclusivity, equality and non-descrimination.

Any service/good rendered 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:-

Huduma/bidhaa zozote ambazo hazifikiani na na viwango vilivyoelezewa hapo juu au afisaa yeyote ambaye hatendi kwa kujitolea kudumisha heshima na viwango vya juu zaidi katika Utoaji wa Huduma anafaa kuripotiwa kwa:

The Chief Executive Officer,
Kenya Accreditation Service (KENAS)
2nd Floor, Embankment Plaza, Upperhill, Nairobi.
Tel: (+254) 725 227640 / 787 395679 or
Email: info@kenyaaccreditation.org
Anti-corruption reporting:
integrity@kenyaaccreditation.org 
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 2270000/2303000
Email : certificationpc@ombudsman.go.ke