Ref.

No

THE SERVICES WE OFFER

OUR EXPECTIONS OF

YOU AS A CLIENT

RESPONSE DURATION

COST

1.

Customer Care

Management of enquiries, compliments and complaints

Visit

Within 10 minutes of physical visit

Free

Telephone calls

Within one minute of phone ringing

E -mail

Acknowledged within 3 days

Filing complaint/ compliment

Within 3 working days. The duration may be prolong depending on the scope of investigation required

2.

Stakeholder Coordination

Providing access to information on stakeholders, partnership and collaboration

ü Communication through formal channels

Acknowledgement within 7 days

Free

3.

Technical Support

ü Document development and/or review (policies, strategies, guidelines)

ü Workplace programmes

ü Capacity building

ü Official request letter

ü Provision of relevant information

ü Availability of resources

ü Logistical support

Acknowledgement within 7 days

Free

4.

Monitoring and evaluation support to programmes and projects

ü Timely submission of Reports

ü Availability of resources

ü Logistical support

On need basis

Free

5.

Cancer-related public information

· Physical visits

· Access to our digital platforms

· Provide feedback

Acknowledge within 3 day and two weeks for respond. The duration may be extended depending on the requested.

Free

6.

Provision of Cancer monitoring and research information

· Application for data access

· Provide feedback

Acknowledge within 7 days

Free

7.

Management of Cancer registry

Prompt Notification for surveillance

Within 60 days

Free

8.

Regulation

· Accreditation of institutions/organizations

· Designation and licensing of institutions/organizations

· Application for designation

· Submission of appropriate documents

Within 24 hours

KES 5,000

Applicable charges for inspection and licensing

9.

Community awareness activities

· Cancer campaign activities

· Formal partnership request

· Detailed activity plan

· Logistical support

Acknowledge within 24 hours

Free

10.

Coordinate research

· Request for Information

· Request for partnership

· Submission of research findings

· Acknowledge within 24 hours

Free

11.

Human Resource Opportunities

· Internship and Attachments

· Staff recruitment

· Filled Application Form

· Application letter and supporting documents

Within 14 days of advertisement date

Position to be filled within 6 months of advertisement

Free

12.

Procurement of goods and services

· Request for pre-qualification

· Submission of quotations/tender documents

·

· Annually

· Within 14 days of close of tendering period

As provided for in the Public Procurement and Disposal Act 2015

13.

Payments to suppliers of goods and services

· Evidence of delivery of goods and services

· User Acceptance reports

· Submission of invoices and other relevant documents

Payment within 30 days

As provided for in the Public Procurement and Disposal Act 2015

The NCI-K is committed to excellence and respect in service delivery in line with our core values and Constitution of Kenya, 2010. Any non-conformity to these standards should be reported to:

Chief Executive Officer

National Cancer Institute of Kenya

Landmark Plaza 6th Floor,

P O Box 30016 00100 Nairobi, KENYA

Telephone: +254 795012568, +254 717389120

Email: ncikenya@gmail.com Website: www.ncikenya.or.ke

Twitter: @NCIKenya

The Commission Secretary

Commission of Administrative Justice

WEST END TOWERS, 2nd Floor, Waiyaki way -Westlands

P.O. Box 20414-00200 Nairobi, KENYA.

Tel: +254020, 2270000, 2303000, 2603765, 2441211, 8030666.

TOLL FREE LINE 00800-221349/ SMS Short code (SafaricomSubscribers)15700

Email info@ombudsman.go.ke (for general inquiries) and complain@ombudsman.go.keWeb: www.ombudsman.go.ke