Stakeholder Service Charter - as Plain Text by MWakili

THE NATIONAL COUNCIL FOR LAW REPORTING SERVICE CHARTER Kenya Law is committed to providing quality customer service to all our customers (external and internal) and other stakeholders while striving to exceed their expectations.

As our stakeholder and you are entitled to know your rights and obligations.

is service charter is a statement of intent of our commitment to provide the best possible service standards to you.

It sets out the standards you can expect from us and it is evidence of our resolve to oer the best service standards in the market.

It sets out guidelines for service delivery to all our stakeholders.

OUR COMMITMENT TOWARDS OUR SERVICE AND PRODUCT PROVISION NO.

SERVICES REQUIREMENTS TO OBTAIN SER- CHARGES OF SERVICE/GOODS TIMELINE VICE/GOODS (IF ANY) 1 To Publish the Kenya Request for information through: As per product catalogue Continuous Law Reports and related Email publications Telephone calls Walk - in 2 To revise, consolidate and Request for information through: As per product catalogue Continuous publish the Laws of Kenya Email Telephone calls Walk - in 3 To perform such other functions Request for information through: As per product catalogue Continuous as may be conferred by statute Email Telephone calls Walk - in 4 Sale of Kenya Law Publications Request for information through: As per product catalogue Continuous Email Telephone calls Walk - in 5 Delivery of Kenya Law Request for information through: As per product catalogue 23 working Publications to the public after Email purchase (where applicable) Telephone calls Walk - in WE ARE COMMITTED TO COURTESY AND EXCELLENCE IN SERVICE DELIVERY.

Any service/good rendered that does not conform to the above standards or any ocer who does not live up to commitment to courtesy and excellence in Service Delivery should be reported to: e Chief Executive Ocer/Editor e commission Secretary/Chief Executive Ocer, th nd National Council for Law Reporting, 5 Floor, Commission on Administration of Justice, 2 Floor, Ack Garden Annexe, Ngong Road, Nairobi West End Towers, Waiyaki Way, Nairobi P.

O Box 10443-00100 Nairobi P.

O.

Box 20414 00200 Nairobi Tel: +254 (0)20 2712767/2719231 Tel: +254(0)20 2270000/2303000 Email: [email protected] Emil: [email protected] www.kenyalaw.org HUDUMA BORA NI HAKI YAKO National Council For Law Reporting (Kenya Law) is ISO 9001:2015 Certied THE NATIONAL COUNCIL FOR LAW REPORTING SERVICE CHARTER Kenya Law is committed to providing quality customer service to all our customers (external and internal) and other stakeholders while striving to exceed their expectations.

As our stakeholder and you are entitled to know your rights and obligations.

is service charter is a statement of intent of our commitment to provide the best possible service standards to you.

It sets out the standards you can expect from us and it is evidence of our resolve to oer the best service standards in the market.

It sets out guidelines for service delivery to all our stakeholders.

OUR COMMITMENT TO THE PUBLIC NO.

SERVICES REQUIREMENTS TO OBTAIN SER- CHARGES OF SERVICE/GOODS TIMELINE VICE/GOODS (IF ANY) 1 Response to inquiries - calls Request for information through telephone Nil Immediately calls 2 Response to inquiries - Voluntary Request for information by walk in Nil 10 minutes visits clients 3 Response to written correspon- Request for information through email Nil 24 hours dence Request for information through hard-copy Nil 2 days letters general issues Request for information through hard-copy Nil 5 days letters administrative issues WE ARE COMMITTED TO COURTESY AND EXCELLENCE IN SERVICE DELIVERY.

Any service/good rendered that does not conform to the above standards or any ocer who does not live up to commitment to courtesy and excellence in Service Delivery should be reported to: e Chief Executive Ocer/Editor e commission Secretary/Chief Executive Ocer, th nd National Council for Law Reporting, 5 Floor, Commission on Administration of Justice, 2 Floor, Ack Garden Annexe, Ngong Road, Nairobi West End Towers, Waiyaki Way, Nairobi P.

O Box 10443-00100 Nairobi P.

O.

Box 20414 00200 Nairobi Tel: +254 (0)20 2712767/2719231 Tel: +254(0)20 2270000/2303000 Email: [email protected] Emil: [email protected] www.kenyalaw.org HUDUMA BORA NI HAKI YAKO NO.

SERVICES REQUIREMENTS TO OBTAIN SER- CHARGES OF SERVICE/GOODS TIMELINE VICE/GOODS (IF ANY) National Council For Law Reporting (Kenya Law) is ISO 9001:2015 Certied THE NATIONAL COUNCIL FOR LAW REPORTING SERVICE CHARTER Kenya Law is committed to providing quality customer service to all our customers (external and internal) and other stakeholders while striving to exceed their expectations.

As our stakeholder and you are entitled to know your rights and obligations.

is service charter is a statement of intent of our commitment to provide the best possible service standards to you.

It sets out the standards you can expect from us and it is evidence of our resolve to oer the best service standards in the market.

It sets out guidelines for service delivery to all our stakeholders.

OUR COMMITMENT TO SUPPLIERS AND SERVICE PROVIDERS NO.

SERVICES REQUIREMENTS TO OBTAIN SER- CHARGES OF SERVICE/GOODS TIMELINE VICE/GOODS (IF ANY) 1 Payment for goods and services Invoice Nil 30 days Delivery note 2 Information on procurement Request for information through: Nil According to tender requirements Email Telephone calls Walk - in 3 Procurement of goods and Request for information through: Nil Continuous services Email Telephone calls Walk - in 4 Annual tenders for goods and Request for information through: Nil According to tender requirements services Email Telephone calls Walk - in WE ARE COMMITTED TO COURTESY AND EXCELLENCE IN SERVICE DELIVERY.

Any service/good rendered that does not conform to the above standards or any ocer who does not live up to commitment to courtesy and excellence in Service Delivery should be reported to: e Chief Executive Ocer/Editor e commission Secretary/Chief Executive Ocer, th nd National Council for Law Reporting, 5 Floor, Commission on Administration of Justice, 2 Floor, Ack Garden Annexe, Ngong Road, Nairobi West End Towers, Waiyaki Way, Nairobi P.

O Box 10443-00100 Nairobi P.

O.

Box 20414 00200 Nairobi Tel: +254 (0)20 2712767/2719231 Tel: +254(0)20 2270000/2303000 Email: [email protected] Emil: [email protected] www.kenyalaw.org HUDUMA BORA NI HAKI YAKO National Council For Law Reporting (Kenya Law) is ISO 9001:2015 Certied THE NATIONAL COUNCIL FOR LAW REPORTING SERVICE CHARTER Kenya Law is committed to providing quality customer service to all our customers (external and internal) and other stakeholders while striving to exceed their expectations.

As our stakeholder and you are entitled to know your rights and obligations.

is service charter is a statement of intent of our commitment to provide the best possible service standards to you.

It sets out the standards you can expect from us and it is evidence of our resolve to oer the best service standards in the market.

It sets out guidelines for service delivery to all our stakeholders.

OUR COMMITMENT TO EMPLOYEES NO.

SERVICES REQUIREMENTS TO OBTAIN SER- CHARGES OF SERVICE/GOODS TIMELINE VICE/GOODS (IF ANY) 1 Provision of conducive work a) Adequate resources Nil Continuous environment b) Cleanliness and Hygiene c) Safety and Health 2 Communication of policy a) Distribution of Departmental policies Nil Immediately changes and procedures b) Departmental Service Level Agreements 3 Sta capacity building and a) Training Needs Assessments Nil Continually development b) Training implementation c) Sta performance appraisal reports 4 Sta performance appraisal a) Performance targets Nil Biannually b) Performance Evaluation reports 5 Organizational performance Organizational Performance Contract Nil Quarterly/Annual evaluation 6 Employee Relations a) Communication to employees Nil Continually b) Handling of employee disputes and discipline through consultation, mediation and / or grievance procedure 7 Compensation and Employee benets & remuneration Nil Continually Administration 8 Personnel Records Management Maintaining accurate records for all Nil Continually employees 9 Employee Services Awards Rewarding and recognizing exemplary Nil Annually and Recognition Programs employee performance, creativity and innovation WE ARE COMMITTED TO COURTESY AND EXCELLENCE IN SERVICE DELIVERY.

Any service/good rendered that does not conform to the above standards or any ocer who does not live up to commitment to courtesy and excellence in Service Delivery should be reported to: e Chief Executive Ocer/Editor e commission Secretary/Chief Executive Ocer, th nd National Council for Law Reporting, 5 Floor, Commission on Administration of Justice, 2 Floor, Ack Garden Annexe, Ngong Road, Nairobi West End Towers, Waiyaki Way, Nairobi P.

O Box 10443-00100 Nairobi P.

O.

Box 20414 00200 Nairobi Tel: +254 (0)20 2712767/2719231 Tel: +254(0)20 2270000/2303000 Email: [email protected], www.kenyalaw.org Emil: [email protected] HUDUMA BORA NI HAKI YAKO National Council For Law Reporting (Kenya Law) is ISO 9001:2015 Certied.