The Communications Authority of Kenya (CA) presented their commitment to service delivery in Kenya. Their vision is to facilitate access to ICT services by 2018 and their mission is to transform lives through regulating the ICT sector. CA is responsible for regulating ICT under the Constitution and other acts. They have core values of integrity, transparency, and accountability. CA's five-year strategy includes developing service standards, training staff, and launching a customer service center. The presentation outlines CA's service standards, complaint handling processes, communication standards, and how the public can provide feedback or contact CA.

1. Our Commitment to
Service Delivery in CA
Presentation During the ICT Week 2016
Theme: ‘ICT Entrepreneurship for Social Impact’
17th May 2016
Laico Regency, Nairobi
Presenter: Mrs Patricia Muchiri
Assistant Director/ Consumer Affairs

2. Vision & Mission
VISION
Facilitating access to and use of Information and
Communication Services by all in Kenya by 2018
MISSION
To facilitate the transformation of lives through
progressive regulation of the Information and
Communication Technology Sector

3. Mandate
Communications Authority of Kenya is
responsible for regulating the information and
communications technology sector in the country
• Constitution of Kenya, 2010,
– Article 46: Consumer Rights
– Article 232: Values & Principles of Public Service
• Consumer Protection Act, 2012
• Kenya Information and Communications Act, 19198
– to protect the interests of all users of ICT goods/services in
Kenya with respect to the prices charged for and the quality and
variety of such goods/services.

4. Core Values
• Integrity;
• Transparency;
• Diligence;
• Result-focus;
• Accountability; and
• Teamwork.

5. Five Year Service Delivery
Improvement Strategy
Goal Objective
Performance
Measurement of
Service Standards
Develop and Communicate Authority’s Customer
Service Standards
Establish Monitoring and Evaluation Reporting Tool
Customer Service
Development and
Training
Develop a Comprehensive Customer Service
Training Program
Customer Service Establish an Integrated State of the Art Customer
Service Centre
Commence on a 3 Month Intensive campaign for
Staff to re-energize and re-launch the Charter
An external Launch for all our Stakeholders

6. This Service Charter constitutes a
“social pact” between us (the
Communications Authority of
Kenya) and you (our esteemed
clients).
Our Promise

7. Purpose of Charter
• To enhance our clients’ awareness of the type
of services the Authority provides;
• To explain to our clients the standards of
service they should expect to receive;
• To outline your rights and responsibilities as a
client;
• To explain our rights and responsibilities as the
Service Provider; and
• To explain how our clients can lodge
complaints and make suggestions about our
service delivery.

8. Purpose of Charter…...cont
• Identifies core services offered by the
Authority
• Sets our service level standards
• Details mechanism on how licensees can
complain
• Ensures timely issuance of licenses and
regulation of all systems and services in the
ICT sector;

9. Service Standards
Service Type Timelines
Telecommunications Licenses 135 Days
Broadcasting Licenses 60 Days
Numbering 15 Days
Type Approval 35 Days
Postal Courier 105 Days
Licensing- Issuance of a New License

10. Service Process Service Type Timelines
Process applications of
frequencies
Assignment of
frequencies
18 Days
Renewal of frequency license Renewal of frequencies 20 Days
Attend to reported interference
on radio communication
services upon receipt of
complaint
Monitoring and
inspection
14 Days
(Within NRB)
30 Days
(Outside NRB)
Frequency Spectrum
Management

11. Management of Competition
Service Process Service Type Timelines
Interconnection
Approval
Interconnection 14 Days
Interconnection
Dispute
Dispute
resolution
40 Days
Tariff Approval Regulated
service
40 Days

12. Universal Service Fund
Service Process Service Type Timelines
Project to be
funded
Acknowledge receipt of
proposals
5 Days
Evaluation of the proposal 60 Days
Quarterly Sector
Statistics Report
Publishing of the
quarterly statistics report
90 days
after the
end of every
quarter

13. Procurement and
Payments
Service Process Service Type Timelin
es
Issuance of LPOs LPOs 3 days
Processing of
Quotations
Quotations 14 Days
Tendering Process Tenders 21 Days
Payment of
Invoices
Invoices 30 Days

14. Handling of Complaints
Service Type Timelines
Public Complaint 21 Days
Consumer Complaint 30 Days
Cybercrime Incident
Reporting
21 days
Broadcasting Complaints 26 Days

15. Communication to CA
• E-mailing us
– You can submit an online inquiry via the Authority’s website.
– For general inquiries, we will acknowledge or resolve your
inquiry within two (2) working days.
– If an inquiry cannot be resolved within two working days, we
will send you an email to inform you of the department
handling your inquiry and when we expect to resolve it.
• Using our website
– The Authority’s website will provide comprehensive,
accurate, relevant and timely information to our
stakeholders.
• In Person
-We aim to resolve face-to-face inquiries immediately. When this
is not possible, we may phone or respond to you in writing.

16. • Contacting us by telephone
– We will answer calls promptly and try to resolve inquiries
immediately.
– When your inquiry needs specialist attention, we will endeavour
not to transfer your call more than once.
– When we are unable to answer your enquiry immediately, we will
advise you when you can expect a comprehensive reply.
• Writing to us
– For general inquiries, we will acknowledge or resolve your inquiry
within 3 working days.
– We will reply to your correspondence within 10 working days.
– If we are unable to respond within 10 working days, we will inform
you on the 11th day on the progress and when you can expect a
comprehensive reply.
• Note: Standards do not apply to unsolicited mail, sales or
promotional material.
Communication Standards

17. • Treating our staff with courtesy;
• Accurately and fully completing any application
forms and attach all the requested documentation;
• Promptly responding to requests for information
from us;
• Do not offering any gifts, favours or inducements to
our staff or solicit the same from them; and
• Complying with any existing Acts and Regulations
governing the provision of the service you are
seeking, as may apply.
Obligations

18.  To treat the information you give us in the course of
seeking our services with utmost confidentiality;
 To provide services with the greatest professional
competence;
 To provide you with all relevant information that
you may request;
 To resolve all complaints received within the stated
timelines;
 To be ethical in all our dealings with you at all times.
Commitment to You

19. Public Accountability on Charter
Performance
• We will continue to be transparent and
accountable in the performance of our duties.
Specifically, we will:
– Encourage your feedback, complaints and compliments
about our officers, staff and service;
– Report on charter performance to our clients by
publishing performance results against charter
commitments on our website and annual report;
– Collect and, where possible, use your feedback to
continuously improve our services .

20. How To Contact Us
Online:
CA Website: www.ca.go.ke
CA Email: info@ca.go.ke
Telephone: +254-20-4242000, 0703-042000,
0730-172000
Working Hours: 8:00am to 5:00pm, Monday
to Friday (Weekends and Public Holidays
Excluded)

21. In person:
The Authority is located at CA Centre, approximately 10 km from the Nairobi
City Centre.
Office Hours: 8:00 a.m. to 5:00 p.m. Monday to Friday (Weekends and Public
Holidays Excluded)
In Writing
Address:
Director General
Communications Authority of Kenya
P.O. Box 14448 Westlands
00800
Nairobi Kenya
How To Contact Us

22. Thank You