CITIZENS' SERVICE DELIVERY CHARTER
SERVICE RENDERED |
CUSTOMER REQUIREMENT |
USER CHARGES |
TIMELINES |
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Communication |
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Attending to Telephone calls |
Patience |
Free |
Within 4 rings |
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Provide accurate information |
Free |
Within 7 working days |
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Training |
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Admission of New Students |
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Free |
As per the advertisement
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Registration of Students |
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Payment of Course Fees |
Within (1) One hour
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Teaching and examinations
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As per fees schedule
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As stipulated in KISE Academic Policy and KNEC regulations |
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Issuance of academic certificates and transcripts for internally examined courses |
Filled clearance form |
Free |
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Replacement of transcript/ Certificate for internally examined courses |
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Assessment Services |
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Booking for Assessment |
Walk-in or call |
Free |
Within (30)Thirty minutes |
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Assessment of children with special needs and disabilities |
Prior booking |
Free |
Depends on the nature of assessment
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Referral |
Assessment Report |
Free |
Within (2) two hours |
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Earmould Impression |
Assessment Report |
Kshs 500 |
Within (1) One hour |
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Rehabilitation Services |
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Occupational and Physiotherapy |
Assessment Report |
Kshs 100 per visit |
Dependent on the severity |
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Rehabilitation of adults who have acquired disabilities |
Assessment Report |
As per prevailing charges
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Dependent on the severity
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Braille transcription Services |
Present the work |
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As agreed with client |
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Production of Educational Resources |
Formal order |
As per prevailing charges |
As agreed with client |
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Research and Consultancy |
Formal request and payment of required fee |
As agreed with client
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As agreed with client
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Provision of Pre-school services |
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Registration of learners to the Pre-school |
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As per fees guideline |
Within (30) Thirty minutes |
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Collaborations, Linkages and Partnerships |
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Collaborations, Linkages and Partnerships |
Memoranda of Understanding(MoUs) |
As agreed between parties |
As agreed between parties
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Counseling and Medical Services |
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Counseling Services |
Booking |
Free |
As agreed with client |
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Provision of VCT services |
Walk in |
Free |
Within (10) ten minutes |
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Provision of Medical Services |
Walk in |
Free |
Within (5) five minutes |
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Other Services |
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Payment for Goods and Services |
Support documentations |
Free |
Within (30) thirty calendar days. |
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Refund of Overpayment |
Payment documents |
Free |
Within (30) thirty days |
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Hire of Institute facilities and services |
Booking and payment of charges |
As per prevailing charges |
As agreed with client |
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“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 to commitment to courtesy and excellence to service delivery should be reported to the Director, Kenya Institute of Special Education, P. O. Box 48413 – 00100, Nairobi, Kenya. Tel: 020,8007977, Cell: 0734 801860, Email address info@kise.ac.ke and Public Complaints Handling Committee – 0786392320 or 0719764561, Email: complaints@kise.ac.ke
Or
Contact Commission of Administrative Justice, P O Box 20414-00200, Nairobi. Tel: +254-0202274046, P O Box 20414-00200, Nairobi,
Email: complain@ombudsman.go.ke