Communications Authority Scales Up Service Delivery

Principal Secretary, Broadcasting and Telecommunications, Ministry of Information, Communication and Technology, Mr. Sammy Itemere (left) Mr. Francis Wangusi EBS, Director General, Communications Authority of Kenya (right)

In a bid to boost customer experience, the Communications Authority of Kenya (CA) has automated its service delivery to a brand new tracking system which will be monitoring and evaluating the achievement of the external and internal charter commitments with a better experience.

They announced the developments today while they were launching an external service charter dubbed ‘Our Promise’.

This was done after a review of the service charter and setting up new monitoring tools which will a long way in helping the Authority in evaluation of how they respond to the customers’ needs.

The Authority’s Customer service charter was developed in 2006 and has since undergone regular reviews to align it to the emerging needs of customers in an ever-changing ICT ecosystem.

‘‘The Authority is committed to ensuring that it maintains high standards in its operations and processes and also to retain a highly skilled and motivated workforce in order to achieve its mission of ‘Transforming lives through progressive regulation of the ICT sector,’’ said Mr. Francis Wangusi, the CA Director General.

In addition to the above,the DG noted that for the regulator to deliver on its promise to serve customers better, it is leveraging on technology to simplify its processes as well optimise on prompt delivery of services.

‘‘CA has and will continuously invest in technology as a driver for enhancing service delivery over the coming years. To this end the Authority has enhanced its capacity through the procurement of a Service delivery and monitoring system,’’ added Mr.Wangusi.

Speaking during the launch, Principal Secretary for Broadcasting and Telecommunications Mr. Sammy Itemere said the government is keen on ensuring that consumers enjoy the diverse rights enshrined in the constitution, lauding the Authority for achieving such a milestone.

‘‘The Constitution places a responsibility and a burden on the entire public service and on all other governmental institutions the responsibility to ensure delivery of quality and efficient services to all the people of Kenya,’’ said Mr. Itemere.

Mr. Itemere added that the Government is moving in haste towards delivering integrated services to Kenyans through the Huduma centres which have transformed public service through quick and cost effective services.