Ministry of ICT, e-Government & Communication

Administration
Directorates
Service Delivery Charter
Service Matrix
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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

Formulation, interpret, implementation and review of ICT policies, strategic plans and guidelines;
Formulate, interpret and implement Government public communication policies, programmes and strategies;
Advising the County Government on matters related to ICT and public communication;
Promote e-Government services;
Improve interaction with stakeholders;
Promote ICT Innovation and enterprise;
Establish, develop , maintain and promote use of ICT infrastructure and systems;
Supervise the design, development and implementation of critical ICT and communication projects across the county;
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