How the Citizens’ Service Delivery Charter is transforming KMTC’s service delivery

Ms. Flavian Kadeka understands the importance of resolving customer complaints on time.

When you visit the Kenya Medical Training College (KMTC) headquarters, her welcoming smile invites you to seek her assistance.

Ever since she joined the College almost a year ago, she says she has served countless customers.

“I am happy when a client comes to my desk with complaints, and within 14 days, they return telling me that their issues have been resolved. It makes me so happy,” she narrates.

So, each morning, she arms herself with a Service Delivery Charter, information brochures, and a customer records book to discharge her duties.

On a busy day, she says she attends to roughly 300 customers, and 50 customers on a slow day.

In 2004, the Kenyan government introduced Citizen Service Delivery Charters to improve service delivery in public sector institutions.

KMTC developed its Service Charter to streamline operations, enhance customer experience, and among others, resolve public complaints within 14 days.

Previously, resolving customer complaints often took longer, but with the Service Charter such issues are now addressed promptly.

Ms. Kadeka primarily assists prospective students seeking training slots at KMTC.

“One morning, a client came in. She had not received her admission letter in the College portal, yet she had received a phone notification from the Kenya Universities and Colleges Central Placement Service (KUCCPS) that she had been selected to join KMTC,” she narrates.

“She was very angry. I then asked for her details and forwarded them to the Admissions Divisions and asked the client to go back and wait for our communication,” she adds.

Fast forward, the issue was resolved with the client receiving a notification with instructions on how to access the admission letter.

Three days later, she says, the client returned to inform her that she had received the letter.

“She was very happy and appreciative of our services,” Ms. Kadeka recalls.

A recent survey revealed that customer satisfaction levels at the KMTC rose by 1.4%, reaching an impressive 83.3%, marking one of the highest scores in the College’s history.

Additionally, the service turnaround time saw improvement, reducing to 15 minutes from the previous 16 minutes, with only 26 instances exceeding this benchmark.

The study which surveyed nearly 6, 500 clients who utilized College services, was conducted in the first half of the 2023-2024 financial year.

Ms. Kadeka is a Public Service Commission intern deployed to KMTC.

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