ICT

KAKAMEGA COUNTY GOVERNMENT

OFFICE OF THE GOVERNOR

ICT DEPARTMENT SERVICE CHARTER

 

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	·         Preparation of equipment maintenance schedule ·         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 e–mail access accounts;	Written request; Call from user; Log on the help desk;		Within 30 minutes
	User Support Requests	–      Written request; –      Call or sms; –      Log on the help desk –      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	• Diagnose the equipment fault • Identify spares required • Deliver equipment to vendor where necessary • User collects equipment after service/repair		Within six (6) weeks after equipment is delivered to the ICT workshop
	Projects Implementation	• Determine project requirements • Develop project proposal • 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:-

 

We are committed to Excellence in Service Delivery

 

CONTACT:

COUNTY HEAD OF ICT

TELEPHONE:

056 31850/2/3

E MAIL: vmotochi@kakamega.go.ke

             ict@kakamega.go.ke