This Service Charter is a public declaration of South Eastern Kenya University(SEKU) total commitment to the realization of our mandate
PURPOSE OF THE SERVICE CHARTER
The objective of the Service Charter is to:‐
- Enhance the level of awareness on the role of South Eastern Kenya University(SEKU) on provision
- of quality and relevant University education
- Provide information on the services offered
- Outline set standards and give guidance on addressing remedies where services fall short of
- standards
- Give insight on the University core functions and values
OUR MANDATE
“To create awareness of the level of services, programmes and activities provided by the University and the standards related thereto and the public expectation of the
University College as an Institution”
OUR VISION
“To be a globally competitive centre of excellence in teaching research and innovativeness”
OUR MISSION
“To provide quality and transformative education through teaching, learning, research,
innovation and entrepreneurship with emphasis on agriculture, natural resources and
environmental management”
OUR CORE FUNCTIONS
• To produce well educated, skilled and competent manpower
• To produce research based solutions for society, communities and industry
• To develop physical infrastructure
• To promote collaboration and networking with stakeholders, industry and allied institutions
• To mobilize adequate resources to fund activities in SEKU’s Strategic Plan
• To attract, develop, motivate and retain qualified and competent staff as per established
structure
OUR CORE VALUES
• Professionalism
• Innovation
• Integrity
• Freedom of thought
• Team work
OUR PARTNERS/STAKEHOLDERS
• Government Ministries
• Institutions of Higher learning (both local and international)
• Secondary schools, Business partners
• Trade Unions
• Development Partners
• Community Based Organizations and Non‐Governmental Organizations
• Government training institutes
• Inspectorate of state corporations
• Students
• Citizens
OUR STANDARDS
• Observe academic quality assurance and standards
• Observe all work and professional ethics
• Compliance with education Acts, rules and Policies
• All telephones call’s attended after three (3) rings
• General correspondence replied within two (2) weeks of receipt
• Results of projects evaluation to be released/published after three (3) months.
• Disciplinary cases to be determined and concluded within 90 days ( 3 months)
• Donor funded projects to be supported fully as per signed Memorandum of Understanding
OUR COMMITMENT
• To the general Kenyan Public:
‘To communicate clearly and effectively on education content delivery’
• To our clients:
‘To provide full information about our service and handle clients with dignity, courtesy and respect ‘
• To our Partners & Collaborators:
‘To foster Partnering, Team spirit and adhere to internal and external deadlines’
• To the Staff Members:
‘Cross‐functional team building, conducive work environment and performance recognition’
CLIENT RIGHTS
Every client in South Eastern Kenya University(SEKU) is entitled to:‐
• Accurate and timely information
• Be treated with respect and courtesy
• Quality and timely service
• A hearing by serving members of staff
• Register complaints with the public relations office in case the services provided are not satisfactory
• Confidential handling of information provided in relation to service provision
CLIENT OBLIGATIONS
In a bid to provide better services to our clients, they are expected to meet some stipulated obligations as follows:‐
• Relate to staff with respect and courtesy
• Provide required, accurate and timely information and documents to facilitate provision of service
• Uphold professionalism and integrity in their interaction with University Staff
• Observe University rules and regulations
• Help fight corruption by not offering inducement or gifts to staff for expected services. They should also report to the Public Relations Office or place complaints in the anti‐corruption reporting box where such requests have been made.
REDRESS MECHANISM
• Genuine complaints may be brought to the attention of the Public Relations Office through:
- Letter
- Personal visits
- Telephone calls
- E‐mail messages
• We will acknowledge receipts and handle genuine complaints within thirty days
• We will operate a Customer Service Relation Office/desk
• We will maintain a register of complaints at the reception
• We will maintain a visible suggestion box at the reception
• We will guarantee confidentiality and privacy in respect to clients identity and substance of complaint, however we encourage our customers to identify themselves to avoid difficulties
in dealing with anonymous complaints
REVIEW OF THIS SERVICE CHARTER
“To ensure responsive service delivery the charter will be reviewed regularly in consultation
with our stake holders”
