Service Charter

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<<<<<ENGLISH>>>>>

NORTHERN WATER WORKS DEVELOPMENT ANGENCY

SERVICE DELIVERY CHARTER

Our Vision

Access to safe, sustainable water and sanitation for all

Our Mission

To ensure increased access to quality, sustainable and affordable water and sanitation services through adequate infrastructural development

s/no	Services rendered	Customer requirement	Charges	Duration
1.	Enquiries	Formal written request	Free	7 days
2.	Management of complain/complement	complain/complement letters	free	10 days
3.	Payments	a) Suppliers invoices b) Authorized requisitions	free	30 days after receipt of claims
4.	Communicate outcome of tendering	Must have applied	Free	21 days from the date of completing the process
5.	Tendering process	a) Purchase of tender documents b) Sealed bids c) Supply of goods & services	Not more than kshs.1,000 And free when downloaded online.	28 days
6.	Appointment with Chief Executive Officer (CEO)	Booking of appointment	Free	Within 5minute
7.	Response to all official letters	Receipt of the letter on time	Free	7 days.
8.	Support to the County Governments	Request letter	Free	7days
9.	Siting of boreholes and wells	Request letter	Transport and Subsistence allowances for officers	7Days

Commitment to Courtesy and Excellence in Service Delivery

HUDUMA BORA NI HAKI YAKO

Any service 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:

The Chief Executive Officer,
Northern Water Works development Agency,
Maji House - Garissa,
P.O. Box 495-70100 Garissa
Tel: +254-46-2103598
Email: This email address is being protected from spambots. You need JavaScript enabled to view it.
Web: www.nwwda.go.ke

The Commission Secretary/Chief Executive Officer,
Commission on Administrative Justice,
6th Floor, Prime Ministers Building,
P.O. Box 20414-00200 Nairobi
Tel: +254-20-2270000
Email: This email address is being protected from spambots. You need JavaScript enabled to view it.
Web: www.ombudsman.go.ke

<<<<<KISWAHILI>>>>>

NORTHERN WATER WORKS DEVELOPMENT ANGENCY

SERVICE DELIVERY CHARTER

Ruwaza Yetu

Uwepo wa Maji Endelevu kwa Wote

Lengo Letu

Kuhakikisha Uwepo wa Ongezeko la Ubora, Wendelevu na Uwasilishaji wa Huduma za Maji na Usafi Kupitia Ujenzi wa Miundo Msingi Toshelevu

s/no	Jina ya Huduma	Mahitaji ya Mteja	Malipo	Muda
1.	Uchunguzi	Andika Barua Kwa Afisi	Bure	Baada Ya Siku 7
2.	Kushughulikia Malalamishi	Lalama/Barua Iloandikwa kwa Afisi Kuhusu Malalamishi	Bure	Baada Ya Siku 10
3.	Malipo	a) Ankara ya Muuzaji b) Ombi ya Malipo yaloidhinishwa Kwa Mkandarasi	Bure	Siku 30 baada ya Afisi Kupata Ombi la Mteja la Kuitisha Malipo
4.	Wasilisha matokeo Ya Zabuni	Sharti Awe Alituma Ombi	Bure	Siku 21 baada ya kutamatishwa kwa uchambuzi wa zabuni
5.	Mchakato wa Uchambuzi wa Zabuni	a) Ununuzi wa Zabuni b) Zabuni Iliyofungwa Vizuri na kuwekwa Muhuri c) Ugavi wa bidhaa na Huduma	Isizidi Shilingi 1,000 Ni Bure iwapo mteja Ataipakua Toka Kwa Mtandao.	Baada Ya Siku 28
6.	Ombi La Kumwona Mkrugenzi Mkuu	Uteuzi wa Miadi	Bure	Baada Ya Dakika 5 Pekee
7.	Jibu Kwa Barua Zote Rasmi	Kujibiwa kwa Barua kwa wakati Ufaao	Bure	Baada ya Siku Saba
8.	Msaada Kwa Serikali za Kata	Barua ya Ombi Hili	Malipo ya usafirishaji na malipo ya matumizi kwa Maafisa	Baada ya Siku kumi
9.	Uchunguzi wa mabomba na visima	Barua ya Ombi Hili	Malipo ya usafirishaji na malipo ya matumizi kwa Maafisa	Baada ya Siku Saba

Kujitolea kwa Uaminifu na Ustawi katika Utoaji wa Huduma

HUDUMA BORA NI HAKI YAKO

Huduma yoyote ambayo haiendani na viwango vya juu au afisa yeyote ambaye haishi kulingana na kujitolea kwa heshima na ubora katika Utoaji wa Huduma wanapaswa kuwa taarifa kwa: