Service Charter

 COUNTY COUNCIL OF NAKURU

INTRODUCTION

County Council of Nakuru is among 175 local authorities under the Ministry of Local Government and established under Local Government Act Cap 265.

The Council is headed by a Chairman and has 52 electoral wards. The Clerk is the Chief Executive Officer and Accounting Officer who oversees the Council operations assisted by the Heads of Departments who take care of the technical areas.

 PURPOSE OF THE CHARTER

Is to define our mandate as a council tot our Customers and enhance awareness of the services we offer and to express our commitment to the delivery of quality services in pursuit of our customers satisfaction.  The Charter will help our clients to understand what we commit ourselves to do, know ho to contact us, what to expect in terms of service standards and how to lodge complaints where services have not een to the expected standards.

 MANDATE

Provide basic public services that include:-

 Construction and maintenance of access roads.

 Construction of classrooms and laboratories.

 Rehabilitation of Markets.

 Provision of abattoirs and slaughter houses.

 Provision of auction yards.

 Construction of health centres.

 Garbage collection in the centres and provision of dumpsites.

 Provide land for cemeteries.

 Support of water projects.

VISION

Excellence in raising the economic, social, political and standard of living of the residents in its area of jurisdiction.

MISSION

 To provide quality services that meets the needs of our people by offering cost effective operations so as to deliver well priced and timely services to the residents within our area of jurisdiction.

OUR CORE VALUES

 Good governance consisting high levels of integrity.

 Equitable distribution of opportunities and resources.

 Respect for citizens.

 Respect for the rule of law.

 Consultative, participatory approach in service delivery.

 Good public relations and efficient communication.

 Responsiveness and accountability.

 Respect for environmental conservation.

 Friendliness and enabling environment for all.

OUR OBJECTIVES

Mobilization of both internal and external sources of revenue.

Capacity building through training and development.

To promote consultative approach in decision making.

To promote efficiency and effectiveness in service delivery.

To strengthen management of Council affairs with skilled manpower.

To enhance effective communication and information flow.

EXPECTATION FROM THE COUNCIL

 Management of revenue resources.

 Environmental safety and security.

 Planning, development and supervision of our centres.

 Provision of Health facilities.

 Community development through mobilization.

 Improvement of infrastructure facilities.

 Regulations and control of businesses.

 Afforestation through tree planting.

EXPECTATIONS FROM OUR CUSTOMERS

 Observe the Council by-laws, rules and regulations.

 Treat Council staff with respect.

 Payment of Council dues on time.

 Management of Council funded projects.

 Refrain from acts that encourage corruption.

 Give suggestions and comments on Council service with the Customer Care Desk.

 OUR STANDARDS

 The receptionist will promptly acknowledge your presence and guide you accordingly.

 We will attend to you promptly on your visit to our offices.

 Answer telephone calls within one (1) minute and identify ourselves by name.  Telephone lines will be open from 8.00a.m. to 1.00p.m. and 2.00p.m. to 5.00p.m. Monday to Friday.

 On receipt of your complaint, suggestions or compliments, we will reply within 10 working days.  Should it be a complex issue, our initial response will be an indicator of how long it will take to fully reply.