The Office of the Prime Cabinet Secretary and the Ministry of Foreign and Diaspora Affairs have launched a new Service Delivery Charter to improve how citizens receive government services.
The charter, issued on November 4, will change how the ministry, which has often received heavy criticism, will operate, setting strict timelines to deliver services to the public.
Under the new charter, phone calls will be answered within 30 seconds, walk-in visitors will be served within five minutes, while authentications of documents will cost between Ksh250 and Ksh650 and will be done within three working days.
Charter showed that the written requests and letters will be replied to within five working days, while public complaints will be handled within 14 working days.
It added that tender applications will take 90 days to process, and payments for goods and services will be made within 30 days after all documents are received.
The charter also states that the government will address the distress cases involving Kenyans living abroad, which will be handled within two weeks.
It also showed that information on government laws and policies will be provided within five working days.
This charter came months after the Public Service Commission (PSC) launched a charter on August 30, which detailed recruitment and selection for different jobs in government offices.
The Commission, in the Charter, showed that the recruitment of staff at entry level will take up to 90 days after the closing date of the advert.
It also showed that the promotional appointments will be completed within 75 days after the advert closes.
The Commission noted that it will also handle recruitment for constitutional commissions, independent offices, and public universities within set timelines for the adverts to close.
According to the ministry, the introduction of the charter was to make government work more open, faster, and fair to all citizens.
