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Service Delivery Charter
Services
our service delivery charter
Services Delivery Charter
We are committed to deliver quality service. Please go through our service charter
SN 1: Response to phone calls
SN 2: Enquiry-Walk-in in client
SN 3 :Response to formal enquiry
SN 4: Hydro-geological survey
SN 5: Supervision of Drilling works
SN 6: Training and capacity building of county government & water service providers
SN 7: Processing of payment
SN 8: Tendering Process
SN 9: Communicate outcome of Tendering
SN 10: Provide information, advisory services on water sector reforms
Service Rendered

Enquiry Walk in client

  • Customer Obligation: Make a phone call
  • User Charges: Free
  • Time Frame: verbal:- 5 seconds
Schedule Service
Enquiry-walk-in clients

Enquiry-walk-in clients

  • Customer Obligation: Make Enquiry
  • User Charges: Free
  • Time Frame: 15 minutes
Schedule Service
Make a formal request

Make a formal request

  • Customer Obligation: Make a formal request
  • User Charges: Free
  • Time Frame: 5 days
Schedule Service
Hydro-geological survey

Hydro-geological survey

  • Customer Obligation: Formal request for hydrological survey
  • User Charges: Transport and subsistence allowance for officers
  • Time Framel: 10 days
Schedule Service
Supervision of Drilling works

Supervision of Drilling works

  • Customer Obligation: Formal proof of hydrogeological survey of works.Approved reports
  • User Charges: Transport and subsistence allowance for officers
  • Time Frame: 30 days
Schedule Service
Training and capacity building of county government & water service providers

Training and capacity building of county government & water service providers

  • Customer Obligation:Formal Request
  • User Charges: Free
  • Time Frame: 14 days
Schedule Service
Processing of payment

Processing of payment

  • Customer Obligation: Proof of invoice,copy of LPO/LSO and details of bank accounts,business PIN and VAT number
  • User Charges: Free
  • Time Frame: 30 days
Schedule Service
Tendering Process

Tendering Process

  • Customer Obligation:Submision of sealed bids
  • User Charges: Free
  • Time Frame: 90 days
Schedule Service
Communicate outcome of Tendering

Communicate outcome of Tendering

  • Customer Obligation: Must have applied/tendered
  • User Charges: Free
  • Time Frame: Within 21 days from date of completing tendering process
Schedule Service
Provide information, advisory services on water sector reforms

Provide information, advisory services on water sector reforms

  • Customer Obligation: Request/concerns
  • User Charges: Free
  • Time Frame: 30 days
Schedule Service

ENGLISH VERSION – DOWNLOAD A FULL CUSTOMER SERVICE DELIVERY CHARTER HERE

SWAHILI VERSION – DOWNLOAD A FULL CUSTOMER SERVICE DELIVERY CHARTER HERE

 

TAWWDA Contribution to the "Big Four Agenda"
Manufacturing: Access to safe water and improved sanitation will lead to a healthy and strong labor force for manufacturing industries.
Food Security: Construction of multipurpose dams will provide the requisite water for irrigation for food security. It is expected that this will be able to contribute to increased production of maize and potatoes as envisaged
Affordable Health Care: Access to improved water and sanitation services will reduce exposure and minimize cases of water borne diseases and ensure a healthy population
Affordable Housing: In order to support the government agenda of 500,000 affordable homes, the Agency will develop sustainable water and sewerage infrastructure. In the informal settlements, the Agency targets to develop dependable sanitation infrastructure to improve levels of sanitation in these areas