Service Charter

UNIVERSITY OF NAIROBI

DIRECTORATE OF FACILITY MANAGEMENT

CUSTOMER SERVICE DELIVERY CHARTER

CORE MANDATE	SERVICE	REQUIREMENT	COST	TIMELINES	RESOURCES MANAGEMENT
Allocation of University houses	Applicant must be a university staff	Applicant must apply for the house	NIL	A day after release of minutes of the Housing Allocation Committee
Checking out tenants	One month notice to vacate	Clearance of latest utility bills & closure of utility accounts with the service provider & Rent clearance	NIL	One month after receiving notice to vacate
Processing of utility bills		Timely forwarding of utility bills	NIL	Within one week of receiving
Servicing of Equipment	Executed maintenance contract	As per the contracts	As per the contracts
Payment of rates for university land	Invoices from relevant local authorities	As per the invoices	31st March for every Financial year
Payment of ground rent for university land	Invoices from the Ministry of Lands	As per the invoices	30 June for every financial year
Rent collection	Quarterly payments in advance	Rent payable as per the lease agreement	Quarterly in advance
Lease Administration	Signed letter of offer by the university management and the landlord	Rent deposit	Lease term
Valuation of assets	Written instructions from the user	Cost of travel	Within 3 weeks of receiving
Maintenance of facilities	Fill M1 form	Receipt of materials	Nil	Within 7 days of receiving materials
Preparation and forwarding of estimates request		Written request	Nil	Within 7 days of receiving the request
Motor vehicle repair/servicing	Written request from the user	Availability of funds and spares	As per the estimates	4 weeks of receiving request
Process transport requests	Written request from the user	Approval from COO	Nil	5 days prior to date of travel
Issuance of travel permits		Approval from COO	Nil	1 day after receiving of approval
Motor vehicle accidents	Report from the Driver	Provision of relevant documents A report to Capital Section	NIL	Within 24 hours
Motor vehicle Inspection and preparation of specifications	Written request from the user		Nil	1 day after approval