Listen to the audio version of the WaterFund Customer Service Delivery Charter here:
Kenya Sign language version of the WaterFund Customer Service Delivery Charter
To Download PDF versions of the English and Kiswahili charters, click here.
(A) English - Customer Service Delivery Charter
|
|
Service rendered |
Customer obligation/ Requirements |
Charges |
Timeline |
|
1 |
Acknowledge receipt of project proposals |
Submitted Proposal |
Free |
Fourteen (14) days from the date of proposals receipt |
|
2 |
Appraise, award and subsequently sign financial agreements with implementing partners for successful proposals |
Submission of proposals in line with the programme call for proposals by implementing agencies |
Free |
One Hundred and Twenty (120) days from the date of receipt of proposals for: -- Water and Sanitation Services (WSS) Programme -- Water Resources and Climate Change Programme (WRUA Development Cycle, WDC) -- Commercial Financing Programme -- Research and Innovation Financing Programme |
|
3 |
Communicate the decisions of WaterFund on submitted proposals to the concerned parties |
-- Provision of follow up decisions required by WaterFund by implementing Agencies -- Acknowledge receipt |
Free |
Fourteen (14) Days from the date of decision |
|
4 |
Funds disbursements to implementing agents towards costs of projects |
Funds request, financial report, Banks details, Bank statements |
Bank Charges |
Fourteen (14) days from receipt of funds request depending on availability of funds and submission of all required documentation |
|
5 |
Communicate the decisions of WaterFund to the concerned parties |
Feedback |
Free |
Fourteen (14) days from the date of decision |
|
6 |
Payments to suppliers for goods and services |
Submission of invoice, proof of service / products delivered |
Free |
Payment will be within thirty (30) days from the date of receipt of invoice and submission of all required documentation |
|
7 |
Share information on regular basis through, meetings, newsletters, website, SITREP (Situational Report) |
Feedback |
Free |
Weekly Situational report (SITREP), Biannual Newsletters, Annual Financial Report, Quarterly Steering Committee Meetings, Quarterly Bilateral, Multi-lateral Meetings and Annual Rural Harmonized Reports |
|
8 |
Attend to all visitors at the reception promptly |
Cooperation Filled up feedback form |
Free |
Attend to all visitors at the reception within five minutes |
|
9 |
Respond promptly to and address customer complaints and requests for information |
Acknowledgement, Feedback |
Free |
According to WaterFund Complaints and Access to Information Procedure |
(B) Kiswahili - Mkataba wa Utoaji Huduma Kwa Wateja
|
|
Huduma Inayotolewa |
Wajibu/ Mahitaji ya Wateja |
Malipo |
Muda |
|
1 |
Kukiri kupokea mapendekezo ya mradi |
Kuwasilisha mapendekezo |
Bure |
Siku kumi na nne (14) kuanzia tarehe ya kupokelewa mapendekezo |
|
2 |
Tathmini, tuzo na kisha kutia sahihi makubaliao ya kifedha na washirika wanaotekeleza kwa mapendekezo yaliyokubalika |
Uwasilishaji wa mapendekezo kulingana na wito wa mpango wa mapendekezo na wakala wa utekelezaji |
Bure |
Siku mia moja na ishirini (120) kutoka tarehe ya kupokea mapendekezo ya: -- Huduma za Maji na Usafi wa Mazingira (WSS) -- Uwezekaji wa Kuhifadhi Rasilimali za Maji na Mabadiliko ya Tabianchi (WRUA, WDC). -- Ufadhili wa Kibiashara -- Ufadhili wa Utaiti na Ubunifu |
|
3 |
Kuwasilisha maamuzi ya WaterFund kuhusu mapendekezo yaliyowasilishwa kwa pande husika |
-- Utoaji wa maamuzi ya ufuatiliaji yanayohitajika na WaterFund kwa wakala zinazotekeleza -- Kukiri Kupokea |
Bure |
Siku kumi na nne (14) kutoka tarehe ya uamuzi |
|
4 |
Malipo ya fedha kwa shirika husika kwa gharama ya utekelezazi wa miradi |
Ombi la fedha, ripoti za fedha, maelezo ya benki na taarifa za benki |
Malipo ya Benki |
Siku kumi na nne (14) baada ya kupokea ombi la fedha kulingana na upatikanaji wa fedha na uwasilishaji wa nyaraka zote zinazohitajika |
|
5 |
Kuwasilisha maamuzi ya WaterFund kwa pande husika |
Maoni |
Bure |
Siku kumi na nne (14) kutoka tarehe ya uamuzi |
|
6 |
Malipo kwa wauzaji wa bidhaa na huduma |
Uwasilishaji wa ankara, uthibitisho wa huduma / bidhaa zilizowasilishwa |
Bure |
Malipo yatakuwa ndani ya siku thelathini (30) tangu tarehe ya kupokea ankara na kuwasilisha nyaraka zote zinazohitajika |
|
7 |
Shiriki habari mara kwa mara kupitia, mikutano, majarida, tovuti, Ripoti ya Matukio ya Kila Wiki (SITREP) |
Maoni |
Bure |
Ripoti ya Matukio ya Kila Wiki (SITREP), Vijarida vya Kila Mwaka, Ripoti ya Fedha ya Mwaka, Mikutano ya mara kwa mara na Kamati za Uongozi, ya wahusika wengine na Ripoti za Wafadhili |
|
8 |
Kuhudumia wageni wote kwa upesi kwenye eneo letu la mapokezi |
Ushirikiano / Kujaza fomu ya maoni |
Bure |
Kuhudumia wageni wote kwenye eneo letu la mapokezi ndani ya dakika tano |
|
9 |
Kujibu upesi iwezekanavyo na kushughulikia malalamiko ya wateja na maombi ya taarifa |
Kukiri, Maoni |
Bure |
Kulingana na Taratibu za Malalamiko za WaterFund na Utaratibu wa Upatikanaji wa Taarifa |