Enhancing Service Excellence at KENAS: A Commitment to Quality and Customer Satisfaction
During the weeklong Customer Service Week themed "Above and Beyond," KENAS made a significant stride towards enhancing service delivery by hosting a hybrid staff sensitization session on the KENAS Citizen Delivery Service Charter. This session, led by Joyce Gichuru, Manager of Scheme Development, Training, and Advocacy, showcased KENAS's dedication to continually improving the standards of service for its clients.The Importance of Staff Sensitization on the Service Charter
The Service Charter is a cornerstone document that defines the relationship between KENAS and its clients. It serves as a mutual agreement that outlines the service expectations, timeframes, and responsibilities of both parties. During the one-hour session, Joyce Gichuru emphasized that the Service Charter allows clients to know what to expect regarding service delivery timelines and processes. She highlighted the dual benefit: clients gain clarity on how to manage their expectations, while KENAS commits to meeting and exceeding those expectations by adhering to specific timelines.
For KENAS, this sensitization activity was not just a formality—it was a unique initiative designed to empower staff members with knowledge about the Service Charter's content and to ensure a deeper understanding of how each functional area aligns with KENAS's overall commitment to quality service. This session exemplified KENAS's proactive approach to enhancing customer satisfaction and strengthening the organization's service delivery mechanisms.
Commitment to the KENAS Performance Contract for 2024/25 Financial Year
At KENAS, our commitment to enhancing customer experience is rooted in the quality and reliability of the services we offer. We strive to ensure that our accreditation services meet the highest standards of competence and trust, providing accurate and reliable assessments for conformity assessment bodies. Through continuous improvement, stakeholder engagement, and tailored solutions, we ensure that our clients across diverse sectors receive timely and effective support, contributing to their success and building confidence in their operations. This dedication is at the heart of our mission to deliver trust and support Kenya’s growth in both national and international markets.
A Unique Approach to Customer Service Excellence
What sets KENAS apart in its approach to customer service is its focus on continuous improvement. During the opening of Customer Service Week, KENAS CEO Dr. Walter Ongeti emphasized the importance of striving for at least a 1% improvement every day in client interactions, which would amount to an overall enhancement of nearly 365% by the end of the year. His message underscored the organization's unwavering commitment to providing quality services that meet the highest standards in the interest of its clients.
Dr. Ongeti also reiterated the importance of delivering trust, which is at the core of KENAS's mission. "We ensure that activities taken by conformity bodies are accurate, trustworthy, and reliable," he said. "Our commitment to providing quality services at all times in the best interest of our clients remains unwavering. As we continually improve our standards of quality in every aspect of our services, we aim to ensure that the satisfaction of our customers remains our top priority."
Culmination of Customer Service Week
The weeklong Customer Service Week culminated in a celebratory cake-cutting ceremony, symbolizing the organization's unity and dedication to a culture of service excellence. This gesture reinforced KENAS's dedication to recognizing the efforts of its staff and their shared commitment to enhancing the customer experience.
Why the Service Charter Matters
The KENAS Citizen Delivery Service Charter is more than just a document—it's a commitment to accountability, transparency, and client satisfaction. It defines specific timelines, costs, and requirements for various services, including accreditation, training, and general services. This ensures that clients receive consistent, high-quality services in a timely manner, empowering them to make informed decisions and fostering a sense of trust between KENAS and its stakeholders.
The Charter also sets clear standards for KENAS staff, providing them with guidelines to deliver exceptional service. By adhering to these guidelines, KENAS not only meets but often exceeds client expectations, strengthening its position as a trusted leader in accreditation and conformity assessment services.
Looking Ahead
As KENAS continues to grow and evolve, the principles outlined in the Citizen Delivery Service Charter will remain at the forefront of its service delivery strategy. By focusing on continuous improvement and empowering staff through training and sensitization, KENAS is well-positioned to set new benchmarks in client satisfaction and service excellence.
KENAS remains committed to going Above and Beyond in every aspect of its operations, guided by the vision of delivering the highest standards of quality to all its clients and stakeholders.
Visit KENAS Online
To learn more about the KENAS Citizen Delivery Service Charter and our range of services, visit our website at www.kenas.go.ke.
