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ICT

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KAKAMEGA COUNTY GOVERNMENT

OFFICE OF THE GOVERNOR

ICT DEPARTMENT SERVICE CHARTER

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PREAMBLE

This charter provides a blue print for the section with regard to provision of innovative and cutting edge technological services towards promoting efficiency and improved service delivery.

VISION

To be a leading county in providing of ICT and e-government

Mission

To be a leading section in providing effective, robust, innovative and enterprise level technology solutions which enables the county to meet goals and aspirations in accordance with the strategic plan and CIDP.

Mandate

The ICT Section is charged with the responsibility of designing, developing and implementing innovative information systems that have an impact on improved service delivery to the citizens of the county.

Core VALUES:

  • Confidentiality
  • Customer focus
  • Efficiency
  • Accountability and Transparency
  • Professionalism
  • Integrity
  • Teamwork

Core Functions

  1. Formulation, dissemination, implementation of ICT policies, strategic plans and guidelines
  2. Designing, installing and maintaining of the county network infrastructure and managing internet services to the county
  3. Managing the procurement processes for ICT equipment and projects
  4. Planning and budgeting of ICT section
  5. Repair and maintenance of ICT hardware equipment
  6. Designing, development and maintenance of county information systems
  7. Managing the county website and email system of the county
  8. Managing ICT projects
  9. Capacity building in ICT skills and development
  10. Offer ICT customer service and user support

KEY LEADING LEGISLATIONS FOR REFERENCE

  • The Constitution of Kenya 2010
  • The County Government Act 2012
  • The National Vision 2030
  • The CIDP and Section Strategic Plan
  • The National ICT Master plan

COMMITMENTS

  • Ensure information security for the organization
  • Be transparent, accountable and open
  • Maintain service level agreements with clients promptly
  • Internet and intranet services shall be provided to all the staff and service delivery centers with regard to policy
  • Ensure all your requests are executed to completion
  • Engage with our clients and partners
  • To automate all the county services so as to improve service delivery
  • Safeguard confidential and sensitive information.
  • Enable information mechanisms that are consistent, informative and usable
  • Translate complex technological issues and concepts into simple language

OUR CLIENTS INCLUDE:

  • All County Staff
  • Development Partners
  • Government Agencies
  • General Public

Our service standards:

We shall attend to our clients promptly as follows;

  • Within 10 minutes of visit
  • Answer all telephone calls promptly and courteously within three (3) rings.
  • Respond to all written communication immediately.
  • Collaborate with communication section to ensure the website is updated frequently

OUR CONDUCT

We shall operate as one sectional team and will

  • Listen to stakeholders and partners to understand their needs
  • Collaborate with internal and external stakeholders
  • Keep abreast of and present the technology innovations
  • Adhere to high ethical and professional standards at all times

OUR VALUES

we will:

  • Build a leading section by continuously improving and innovating
  • Provide sound advice which enables county to identify the optimal technology solutions and investments
  • Be a cost effective, agile and trusted section that consistently delivers high standards of service

Obligation of our clients

To be able to offer quality services to our clients in the most effective manner, our clients have an obligation to:

  • Be conversant with policies, regulations and guidelines in regard to services rendered
  • Utilize ICT equipment procedural and with care
  • Make timely requests for services required
  • Provide full, sincere and accurate information on services required
  • Provide feedback on quality of services rendered by our staff
  • Relate to our staff with courtesy and respect

Rights of our clients

Our clients have a right to:

  • Receive quality and timely services
  • Be served with courtesy and respect
  • Confidentiality of sensitive information
  • Lodge complaints when dissatisfied with services rendered

We encourage our clients to feel free and give us feedback on services rendered to enable us improve on quality of our service delivery.

SERVICE MATRIX

NO. SERVICE REQUIREMENTS COST TIMELINE
ICT equipment service and maintenance ยทย ย ย ย ย ย ย ย  Preparation of equipment maintenance schedule

ยทย ย ย ย ย ย ย ย  SLAs with vendors

Free/cost of equipment replacements As per approved maintenance schedule
1 Update an item on the county website Written approved request through communication department;

A soft copy of the information;

Free Within 30 minutes.
1 ICT equipment

Repair

Written Request;

Log on the help desk;

Equipment cost and budget Within 10 working days.
2 Facilitation towards procuring ICT equipment Written approved request;

Budget provision;

Availability in the market;

Free Within 30 minutes.
3 – Provision of new network/repair

– Internet access connection

Written approved request;

Call from user;

Detection on the network

monitoring and trending

system

Network cost and Budget provision For email: 1 hour

For network: depends on affected site

Diagnosis and response to ICT Security breaches

 

Detection on the network

monitoring and trending

system;

System logs;

Written request or call from

user;

Free Continuous
Request for new eโ€“mail access accounts; Written request;

Call from user;

Log on the help desk;

Within 30 minutes
User Support

Requests

–ย ย ย ย ย  Written request;

–ย ย ย ย ย  Call or sms;

–ย ย ย ย ย  Log on the help desk

–ย ย ย ย ย  Diagnose/user manuals

Within 30 minutes
User support and training

 

– Written request

– Training schedule

– Carry out a Training Needs Analysis

Within four (4)

weeks from time of

receipt of request

or identification of

need to train

Escalation of ICT

equipment faults

โ€ข Diagnose the equipment

fault

โ€ข Identify spares required

โ€ข Deliver equipment to

vendor where necessary

โ€ข User collects equipment

after service/repair

Within six (6)

weeks after

equipment is

delivered to the

ICT workshop

Projects

Implementation

โ€ข Determine project

requirements

โ€ข Develop project proposal

โ€ข Tender Award

Within six (6)

weeks after

equipment is

delivered to the

ICT workshop

*Days mentioned refers to working days

Any inquiries/correspondences/complaints and complements may be directed to the following contacts:-

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We are committed to Excellence in Service Delivery

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CONTACT:

COUNTY HEAD OF ICT

TELEPHONE:

056 31850/2/3

E MAIL: vmotochi@kakamega.go.ke

ย ย ย ย ย ย ย ย ย ย ย ย  ict@kakamega.go.ke

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