SERVICE DELIVERY CHARTER

This Service Charter communicates the Kenya Fish Marketing Authority’s commitment to provision of quality and efficient service to its clients and stakeholders. It highlights KFMA’s role in marketing fish and fisheries products from Kenya. It gives insights about our core functions, values and sets standards of service delivery to ensure client`s/stakeholders satisfaction.

 SERVICES RENDERED                                                     CUSTOMER                                              REQUIREMENTCHARGESTIMELINE
1.

Responding to enquiries through: -

  • Telephone
  • Email
  • Letters
  • Walk in

Make call

Written request

Present him/herself at the reception

Free
  • 3 rings
  • 24hrs
  • 7 days
  • Promptly
2.Responding to feedback/ComplaintsCustomer requestFree7 days
3.Fish Markets Advisory ServicesFormal request Continuous
4.Release of Fisheries Data to various publics

Formal request

 

FreeImmediately
5.Marketing and exhibitions activities for fish and fish products

Partner

Cooperation

FreeContinuous
6.Developing/establishing strategic partnerships in the implementation of marketing activitiesPartner CooperationFreeContinuous
7.Communicating Policy changesCustomer CooperationFreeImmediately
8.Disseminate information on fish market needs and trends

Formal request

 

FreeContinuous
9.Compliance with the Public Procurement and Disposal Act 2005

 

 

FreeAs per the terms of contract
12.Submission of Performance Contract reports to the relevant government authorities

Formal request

Customer Cooperation

FreeQuarterly
13.Submission of Annual Financial Statements

Formal request

Customer Cooperation

Free30th June
17.Disseminate information on fish market needs and trends

Formal request

Customer Cooperation

FreeContinuous
18.Stakeholder forums for smooth marketing of fish productsCustomer CooperationFreeContinuous

Download Service Delivery Charter


  

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