Service Charter

ISO 9001:2015 CERTIFIED

The Kisumu National Polytechnic

S/N	CUSTOMER SUPPORT SERVICES	CUSTOMER REQUIREMENT(S)	COST OF SERVICE	TIMELINE
1	Response to phone calls (Landline or any other official line)	Phone call	Free	15 seconds
2	Response to enquiry by walk-in client	Walk in and make the inquiry	Free	1 minute
3	Response to correspondence	Written correspondence	Free	5 working days
		E-mail and social media (Twitter, Facebook, Youtube)	Free	1 working day
4.	Response to public complaints and grievances	Make a complaint	Free	1 working day
5.	Registration of suppliers	i. Duly filled application form ii. Company profile iii. Certificate of Incorporation/Registration iv. PIN Certificate v. Valid Tax Compliance Certificate/Exemption vi. Original Bank Statement vii. Copy of Certificate of Registration with relevant Regulatory Bodies viii. Non-refundable fee payment receipt ix. Copies of Annual Return forms filled by Company Registry x. National ID/Passport	Free	14 working days
	Processing of tenders	Submit bids for goods and services	Free	90 working days
8.	Notification of successful and unsuccessful bidders	Access e-procurement portal for notification	Free	1 working day
	Payment of goods and services received	i. LPO/Invoice ii. Certificate of completion/ Goods/Services received	Free	60 days from the date of receipt of the invoice
	Disposal of obsolete stores	Submission of bids	Free	60 days from the date of advertisement
	Public participation in policy-making process	Familiarization with issue and active participation	Free	1 day
	Recruitment of staff	Make formal application based on the advert	Free	90 days
	Processing of request for information	Make a request for information	Free	21 days
	Processing of application for admission	Make application with KCSE certificate or equivalent relevant certificate	KES 500	5 working days
	Delivery of syllabus content	Registration as a trainee	Prescribed tuition fees	Prescribed content hours
	Feedback on internal examination	Sit for all assessments	Chargeable fees	28 days
	Provision of appropriate and relevant training and learning facilities	Attend all classes and learning activities pertaining to your course	Chargeable statutory and tuition fees	Term/Semester/ Academic year
	Dissemination and implementation of policy guidelines	Identified policy, your inquiry, requests and concerns through relevant offices	Free	1 minute

S/N	Huduma ya kumsaidia mteja	Mahitaji ya mteja	Gharama ya huduma	Muda
1	Kuitikia / kujibu simu za mezani na zingine za kirasmi.	Kupiga simu	Bure	sekunde 15
2	Kujibu / kuitikia maulizo ya mteja wa kutembelea	Kutembelea chuo na kufanya maulizo	Bure	Dakika 1
3	Kujibu mawasiliano	Mawasiliano ya kimaandishi	Bure	Siku 5 za kazi
		Barua pepe, Waraka wa elekroniki na mawasiliano ya kijamii (twita, uso kitabu, yutyubu)	Bure	Siku 1 ya kazi
4	Kujibu malalamiko na madai ya umma / wananchi	Kuweka lalamiko	Bure	Siku 1 ya kazi
5	Jibu kwa malalamiko	Kuweka lalamiko la kimaongezi au kimaandiko	Bure	Siku 14 za kazi
6	Kusajili watoaji / wagawaji	i. Kujaza fomu ya maombi ii. Maelezo ya kampuni iii. Hati ya usajili iv. Namba ya kibinfsi ya hati Sajili. v. Hati kamilifu ya ulipaji ushuru vi. Maelezo asili ya bengi, hati Sajili ya usajili na mashirika shirikishi. vii. Risiti ya malipo yasiyorejeshwa viii. Hati za mwaka za msajili wa kampuni ix. Kitambulisho cha kitaifa / pasipoti.	Bure	Siku 14 za kazi
7	Mfanyiko wa utoaji zabuni	Kuwasilisha nyaraka za utoaji zabuni	Bure	Siku 90 za kazi
8	Kuwajulisha walioshinda na walioshindwa utoaji zabuni (Kuwajulisha wazabuni)	Kufikia wakala wa kidijitali kwa kupata maelezo	Bure	Siku 1 ya kazi
9	Malipo kwa vifaa na huduma vilivyopoleka	i. Ankara / bili ii. Hati ya ukamilisho wa vifaa na huduma	Bure	Siku 60 baada ya kupokea Ankara / bili
10	Utupaji / udhibiti wa vitu visivyotumika	Uwasilishaji wa tenda / utoaji wa zabuni	Bure	Siku 60 baada ya kupokea tangazo
11	Ushiriki wa umma katika mipangilio / mifanyiko ya kuunda sera	Ufahamisho wa maswala na kushiriki	Bure	Siku 1 ya kazi
12	Uandishaji / uajiri wa wafanya kazi / watumishi	Kutuma maombi kulingana na mwito / matangazo ya kazi	Bure	Siku 90 za kazi
13	Mfanyiko wa maombi / matakwa ya Habari	Tuma ombi / maombi ya kutaka Habari	Bure	Siku 21 za kazi
14	Mfanyiko wa maombi ya kuingia na kusajiliwa	Tuma maombi kwa kujaza fomu na kutumia cheti cha KCSE au kilicholinganishwa	Shilingi 500	Siku 5 za kazi
15	Kuwasilisha yaliyomo kwenye silabasi	Kujisajili kama mkurufunzi	Karo iliyopendekezwa	Masaa yaliyopendekezwa katika silabasi
16	Mwitikio (majibu ya) wa mitihani ya ndani	Kukalilia makadirio / mitihani yote ya ndani	Karo iliyoidhinishwa	Siku 28 za kazi
17	Utoaji wa vifaa vinavyostahili na vya maana katika kujifunza na kujifunzia	Kuhudhuria / mafunzo mihadhara na mazoezi yote katika kozi yako	Karo iliyoidhinishwa na mahitaji mengine ya akujifunza	Mhula / mwaka wa kiakademia
18	Kueneza na kutekeleza maelekezo ya sera	Utambuzi wa sera, maulizo, maombi na shauku / tatizo kuhusu kozi yako.	Bure	Dakika 1

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