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ICT Department

INTRODUCTION

This charter is a declaration of our commitment to provide quality services to our customers. It outlines the services rendered, requirements to obtain the services, costs and timelines within which the ICT department provides services.

VISION

To be an efficient and effective Information Communication Technology support services provider at the Kenya Law Reform Commission.

MISSION

To provide ICT support services and enhance service delivery through use of Information Communication Technology.

CORE FUNCTIONS

Our core functions are to provide:

  • End-user technical support services;
  • Capacity building on ICT;
  • Support management of ICT resources;
  • Leadership in automation of services;
  • Technical advice on acquisition of ICT resources; and
  • Coordinate online service delivery through use of emerging technologies.
  • Budget for Commission’s/ ICT department’s recurrent needs

CORE VALUES

Our core values are:

  • Professionalism;
  • Confidentiality;
  • Efficiency and effectiveness;
  • Transparency and accountability;
  • Integrity;
  • Teamwork;
  • Innovation;
  • Courtesy;

OUR STANDARDS

  • Quality service;
  • Timely resolution of ICT related problems;
  • Focus on results;

COMMITMENTS AND OBLIGATIONS OF THE CUSTOMERS

To enable us provide you with services of our set standards we request you to;

  • Be respectful and courteous;
  • Provide feedback;
  • Provide necessary co-operation and accurate information;
  • Participate actively in our programs;
  • Give the department advance notification in cases where the services are required for a scheduled activity;
  • Refrain from offering inducement, gifts and favors in return for service rendered or to be rendered.
  • Adherence to existing policies and regulations.
  • Working hours (Monday to Friday) 8.00am-1.00pm, 2.00pm-5.00pm.

NO.

SERVICE RENDERED

REQUIREMENTS TO OBTAIN SERVICES

COSTS

TIMELINES

1

Request of ICT technical support

Request from departments/users

Nil

30 minutes

2

Diagnosing ICT problems

Proper description of the problems

Nil

10 minutes

3

Resolving ICT problems

Brief of the problem for departments

Nil

1 day

4

Resolving ICT problems for equipment under warranty

Notification

Nil

10 days

5

Uploading of website materials

  • Content
  • Necessary approvals

Nil

continuous

6

Provision of ICT technical specifications for hardware and software

Requisition from departments

Nil

2 days

7

Servicing and maintenance of ICT equipment

Service Level Agreement

As per contract

Continuous

8

Automation of manual functions

  • Communication from departments
  • Feasibility study

Nil

Continuous

9

Training of users on the new ICT resources

ICT Training Needs Assessment

Nil

Continuous

 

The Kenya Law Reform Commission is a corruption free zone. It is an offense to compromise or give a bribe to a public servant for delivery of services.

COMMITMENT TO COURTESY AND EXCELLENCE IN SERVICE DELIVERY

Any service that does not conform to the above standards or any officer who does not live up to the commitments to courtesy and excellence in service delivery should be reported to:

https://www.klrc.go.ke/index.php/feedback       (Anonymous)

To:

Commission Secretary/ Chief Executive Officer
Physical Address: Reinsurance Plaza, 3rd Floor, 4 Taifa Road
P.O. Box 34999-00100
NAIROBI, Kenya. Email: This email address is being protected from spambots. You need JavaScript enabled to view it./ This email address is being protected from spambots. You need JavaScript enabled to view it.
Phone: (+254) 20 2241201, +254799030716, Fax: (+254)202225786