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:
- Granting of Accreditation: KENAS will notify the award of accreditation status 5 days after the decision is made.
- 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 |