Service Charter
Citizens' Service Delivery Charter
"Advancing Mobility"
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Official Service Delivery Charter
NAIROBI METROPOLITAN AREA TRANSPORT AUTHORITY
"Advancing Mobility"
Mandate
To oversee the establishment of an integrated, efficient, effective, and sustainable public transport system within the Nairobi Metropolitan Area.
Vision
A safe, reliable, affordable and seamless public transport system.
Mission
To transform the quality of life through delivery of an integrated and sustainable public transport system within the Nairobi Metropolitan Area.
Core Values
CITIZENS' SERVICE DELIVERY CHARTER
| S/No. | Service / Good | Requirement to Obtain Service / Good | Cost | Timeline |
|---|---|---|---|---|
| 1 | Respond to customer complaints | Register the complaint with us | None | 4 days |
| 2 | Addressing customer concerns and enquiries | Adherence to Commission on Administrative Justice (CAJ) guidelines | None | 21 days |
| 3 | Payment for goods/services and works rendered as per the contract agreement terms | Delivery note, invoice and Certificate of works | Contract Terms | Contract Terms |
| 4 | Acknowledgement of information inquiry | Request for information | None | 4 days |
| 5 | Addressing information requests | A copy of request for information raised | None | 14 days |
| 6 | Response to phone calls (landline or any other official line) | Phone call | None | 15 seconds |
| 7 | Response to enquiries by walk-in clients | Walk in and make the enquiry | None | 1 minute |
| 8 | Responses to correspondence |
Written correspondence (letters)
Email and social media Twitter, Facebook and YouTube |
None
None |
5 days
1 day |
| 9 | Response to public complaints and grievances | Make a complaint | None | 1 day |
| 10 | Resolution of complaints | Make a verbal or written complaint | None | 14 days |
| 11 | Convey the results of procurement processes post-award | Adherence to Public Procurement Regulatory Authority (PPRA) guidelines | None | 2 days |
| 12 | Registration of Suppliers |
|
None | 14 days |
WE ARE COMMITTED TO COURTESY AND EXCELLENCE IN SERVICE DELIVERY
Any service/good rendered that does not conform to the above standards or any officer who does not live up to commitment to courtesy and excellence in Service Delivery should be reported to:
Director General
Nairobi Metropolitan Area Transport Authority
Kings Prism Towers, Upperhill, 3rd Ngong Avenue,
P.O Box 30117-00100
NAIROBI, Kenya
Phone: +254 (0) 20 8001000
Email: info@namata.go.ke
Commission on Administrative Justice
The Commission Secretary/Chief Executive Officer
Commission on Administrative Justice, 2nd Floor,
West End Towers Opposite Aga Khan High School
off Waiyaki Way – Westlands
P.O. Box 20414 – 00200, NAIROBI.
Tel: +254-20-2270000
Email: info@ombudsman.go.ke / complain@ombudsman.go.ke
Director General
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