October 9, 2018 www.mygov.go.ke NEWSFOCUS | 3 Service improvements in public sector on right track In the near future, service seekers will not be able to draw a distinction between service levels at a State-run and a privately-run organisation BY GRACE WANDERA P ublic-run agencies the world over have not been known to make it to the list of the best service providers for the citizenry. Rather, the public has often described the service provision in terms such as unfriendly and inefficient. Corruption is also a word that often comes up. In his article, The changing face of the public sector, published on Quinyx.com in May, 2016, Tommy Tonkins notes that the public sector has been perceived as being resistant to change, one of the aspects that have made the sector to be rated low in terms of service delivery. He, however, notes that the trend is changing as more public-run organisations endeavour to align to the conventionally accepted best practices. According to numerous studies, the image of the public sector has been dented by the monopolised nature of services offered. This has meant that the public have no alternative but to contend with whatever services and treatment they are subjected to so long as they get the service they are seeking. Unfortunately, it had reached to the levels of bora huduma. On the other hand, the private sector is more developed in terms of service delivery hence more efficient. Unlike the monopolistic nature of public sector services, the clientele of the private sector has a wide range of options to choose from. This sets in competition whose ripple effect is a race to enhance delivery with a view to outdo other competitors. But the public’s expectations are changing, and they are demanding improved and effective services. The Kenya Revenue Authority is alive to this fact and has been revolutionising its mode of service delivery through various initiatives and measures. Technology has been one of the tools that has enhanced the agency’s mode of service delivery. For example, Customer Relationship Management System Solution (CRMS) is one of the technologies that have substantively changed the way KRA interacts and handles customer issues. This has seen KRA’s customer experience improve from a satisfaction index of 65 per cent in the 2013/2014 financial year to 71.9 per cent in the 2016/2017 financial year. This significant improvement was released in a span of less than five years. KRA believes that a person who feels appreciated will always do more than expected. It is for this reason that over the years, KRA has been dedicating an entire month to celebrate compliance among According to numerous studies, the image of the public sector has been dented by the monopolised nature of services offered. This has meant that the public have no alternative but to contend with whatever services and treatment they are subjected to so long as they get the service they are seeking. Unfortunately, it had reached to the levels of bora huduma. National Treasury CS Henry Rotich (right) congratulates the former Chief Justice Dr Willy Mutunga after he was unveiled a KRA Tax Ambassador during the launch of the 2018 Taxpayers’ Month. Looking on is KRA CG John Njiraini taxpayers in a fete dubbed the “Taxpayers’ Month” held every October. The month-long drive is characterised by a series of activities ranging from visiting various taxpayers at their places of work to a tax summit to corporate social responsibility initiatives among others. The culmination of the taxpayers’ month is marked by a presidential award ceremony organised in the honour of distinguished taxpayers. This year’s Taxpayers’ Month kicked off on 1st October, while the Presidential Award ceremony is slated for 31st October. Additionally, every year, KRA joins corporate bodies world over to mark the Customer Service Week, a weeklong initiative dedicated to strengthening and cementing the essentials of customer experience. This year’s theme, “Excellence happens here”, aptly resonates with the changing face of the service delivery in the public sector. With such activities tailored to celebrate service delivery, the future of service delivery within the public sector is without a doubt very rosy. Bora huduma is now changing to Huduma bora. Phillip Kotler, a renowned American marketing author and consultant, once said that the best advertising is done by satisfied customers. Although the saying was primarily coined with profit-making entities in mind, the public sector has notably been borrowing a leaf from this saying. I therefore foresee a situation in the near future where service seekers shall not be able to draw a distinction between service delivery at a State-run organisation and a privately-run company. The future of service delivery in the public sector is very rosy. The writer is the Head of Marketing and Communication at Kenya Revenue Authority. Grace.wandera@kra.go.ke NATIONAL IRRIGATION BOARD (NIB) ISO 9001:2008 Certified CANCELLATION OF TENDERS Kenya Power wishes to inform firms participating in the tenders below, that the tenders have been CANCELLED. NO TENDER NO. 1 ITEM DESCRIPTION KP1/9A.2/OT/010-ID/18-19 Provision of Survey Services 2 KP1/9A.2/OT/11-ID/18-19 3 KP1/9A.2/OT/12-ID/18-19 Provision of Design Services Provision of Wayleaves Services CANCELLED CANCELLED CANCELLED STATUS ADDENDUM ON TENDERS TENDER NO: K/T/05/2018-19 (RESERVED) TENDER NO: K/T/06/2018-19 (RESERVED) TENDER NO: K/T/07/2018-19 (OPEN) Following the tenders advertisement in the local dailies on 18th 2018 at 1200 noon. Any inconvenience caused is highly regretted. GENERAL MANAGER SUPPLY CHAIN Where expressly amended by the terms of this addendum, the principal tender document shall continue to be in force. The provision of this addendum shall be deemed to have been incorporated in and shall be read as part of the principle tender document. www.kplc.co.ke Prospective bidders are invited to our website www.kephis.org to download the addendum. MANAGING DIRECTOR, KENYA PLANT HEALTH INSPECTORATE SERVICE. September 2018, KEPHIS wishes to inform interested bidders that corrections have been made. Subsequently, the tender opening day has by this notice been extended to Thursday 18th October, OPEN NATIONAL TENDER CLARIFICATION NO. 1 TENDER NAME: CONSULTANCY SERVICE ON FORMULATION OF STRATEGIC PLAN 2018-2022 TENDER NO. : NIB/T/028/2018-19 Further to the publication of Open National Tender for the above tender done in My Gov on 18th September, 2018 and Boards website: http://www.nib. or.ke/tenders/ or GoK’s e-procurement portal, http://www.supplier.treasury.go.ke. In accordance with Sec 96 (4) of the Public Procurement and Assets Disposal Act (PPADA) 2015, the procuring entity, National Irrigation Board would like to clarify that the CORRECT tender name is CONSULTANCY SERVICE ON FORMULATION OF STRATEGIC PLAN 2018-2022 and NOT Consultancy Service on Formulation of Strategic Plan 2018/2019 Please incorporate the clarification in preparation and submission of your proposals. The other details, terms and conditions remain the same. General Manager/CEO National Irrigation Board (NIB) Unyunyizi House, First Floor, Room 309 Lenana Road, Hurlingham Nairobi, Kenya Tel: +254-20-2711380/468 Fax: +254-20-2722821/2711347 E-mail: purchasing@nib.or.ke GENERAL MANAGER/CEO NATIONAL IRRIGATION BOARD.
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