Ministry of ICT, e-Government & Communication

DR. GEORGE AKOLO LUTOMIA
CECM MINISTRY OF ICT, e-GOVERNEMNT & COMMUNICATION

He holds a PhD in Conflict Resolution and Management from MMUST; Masters Degree in Education Administration and Policy from Kenyatta University; Bsc. in Education from Kenyatta University.

MR. EUGINE WAMALWA MILIMU
CHIEF OFFICER MINISTRY OF ICT, e-GOVERNEMNT & COMMUNICATION

He holds a Bsc. in Computer Science from Nazarene University
He has worked exclusively at Lake Basin Development Authority (LBDA) as Computer Programmer and later rose to apposition of ICT Manager a position he has held till his appointment as Chief Officer.

He has worked as a teacher; worked in Lugari, Migori and Emuhaya as Deputy Quality Assurance and Standards Officer; Western Province as Deputy Provincial Quality Assurance and Standards Officer; Educational Strategic Development and Management Consultants as a Director and Lead Researcher where he has worked till his appointment as CECM

The ministry has two directorates namely:-
Communication
ICT & e-Government

Roles of the ICT & e-Government Directorate
Set and enforce ICT standards and guidelines for the human resource, infrastructure, processes and system and technology;
Develop and enforce e-Government standards and procedures
Designing, installing and maintaining of the county network infrastructure and internet services
Planning and budgeting for ICT
Offering technical advice on the procurement of ICT equipment and projects.
Offer technical support to county departments
Repair and maintenance of ICT hardware equipment and software
Designing, development and maintenance of county information systems
Design, develop and manage the county website, web applications and email system
Ensuring optimal operation/use of ICT through training and other capacity building interventions.

Communication Function In The County Government
Internal communication
County news
Benefits information
Training/promotion opportunities
Bereavement, etc.
Branding e.g. posters, calendars and greeting cards.
External communication
Public service announcements (service delivery points and public health announcements, NHIF registration, delivery of farm inputs, employment opportunities, public participation events etc.)
Service delivery innovations e.g. cashless revenue collection solution in hospitals and markets
Commissioning of projects e.g. stadia, hospitals, markets, roads, etc.
Policy pronouncements, Development Plans (CIDP), manifestos, County score cards
Design and production of documents for events e.g. invitation cards, programmes, posters and banners
Branding e.g. design and production of give aways, press releases, roll-up and tear drop banners

PREAMBLE

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

VISION

To be a leading county in the provision of ICT, e-government and communication services in Kenya.

 

Mission

To provide efficient and robust innovative information systems and infrastructure as well as accessible communication services that enable the county meet its set goals, aspirations and targets for delivery of quality services to the citizens of Kakamega County.

 

Mandate

The ministry is charged with the responsibility to design, develop and implement ICT, e-Government and communication systems that will improve efficiency in service delivery

Core VALUES:

Customer focus, independence, integrity, professionalism, innovation, timeliness, team spirit and teamwork, respect, Accountability and Transparency and conservation of the environment.

 

Core Functions

  1. Formulation, interpret, implementation and review of ICT policies, strategic plans and guidelines;
  2. Formulate, interpret and implement Government public communication policies, programmes and strategies;
  3. Advising the County Government on matters related to ICT and public communication;
  4. Promote e-Government services;
  5. Improve interaction with stakeholders;
  6. Promote ICT Innovation and enterprise;
  7. Establish, develop , maintain and promote use of ICT infrastructure and systems;
  8. Supervise the design, development and implementation of critical ICT and communication projects across the county;
  9. Facilitate and regulate the design, implementation and use of ICTs and communication in the county;

 

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
  • The National ICT Policy and standards
  • The County ICT & Communication Policy

 

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 CONDUCT

We shall operate as one departmental team and will:

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

 

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 and communication equipment procedurally 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.

NO. SERVICE REQUIREMENTS COST TIMELINE
1. ICT and communication equipment service and maintenance ·         Preparation of equipment maintenance schedule

·         SLAs with vendors

Free/cost of equipment replacements As per approved maintenance schedule
2. ICT and communication equipment

Repair

Written Request;

Log on the help desk;

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

Budget provision;

Availability in the market;

Free Within 30 minutes.
4. - 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

5. 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
6. Request for new e–mail access accounts; Written request;

Call from user;

Log on the help desk;

Within 30 minutes
7. User Support

Requests

-      Written request;

-      Call or sms;

-      Log on the help desk

-      Diagnose/user manuals

Within 30 minutes
8. 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

9. 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

10. Projects

Implementation

• Determine project

requirements

• Develop project proposal

• Tender Award

Within six (6)

weeks after

equipment is

delivered to the

ICT workshop

11. Customer care and enquiries Identification Nil 5minutes
12. Enhance universal access to County Government information through County website, face book pages, print, radio and TV Written approved request

A soft copy of the information

Information medium

Nil  

Within 24 Hrs. of occurrence

13. Coordinating Internal and External Communications through social media, suggestion boxes, complaints book etc.

 

Information medium Nil Within 24 Hrs. of occurrence
14. Promote and project the positive image of the county through provision of advice to the Executive on Public and International Relations

 

Information medium Nil Within 24hours
15. Participate in research on various Public Communication issues and developing appropriate interventions / response Information medium Variable Variable
16. Response to communication inquiries and feedback from our clients

 

Ample time to allow

verification of

information

Variable Variable
17. Publicity of relevant County legislation and communication Information medium Publicity costs Prompt (Within 24hrs)
18. Participate in organizing public forums for public participation and offer required services in managing government publicity programs Information medium Budget

Program Cost

Variable
19. Resolution of Public Complaints Log in the complaints register

Email: info@kakamega.go.ke

kakamegacountygov@gmail.com

 

Free Variable

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

Ministry of ICT, e-Government & Communication

County Government of Kakamega

P.O. Box 36-50100

Kakamega, Kenya

Telephone: 056-2031316

Email:

CEC Member - ICT, e-Government & Communication

cec-ict@kakamega.go.ke

Chief Officer - ICT, e-Government & Communication

co-ict@kakamega.go.ke

Directorate ICT & e-Government

dict@kakamega.go.ke

Directorate of Communication

communication@kakamega.go.ke

Ministry Secretariat

ict@kakamega.go.ke

We are committed to Excellence in Service Delivery, without discrimination of any form and with Zero tolerance to corruption.