MAMA NGINA UNIVERSITY COLLEGE
ICT DEPARTMENT
SERVICE DELIVERY CHARTER
Service commitment:
We assist the University College to enhance the innovative use of ICT products and services to support teaching, learning, research, extension and administrative processes as well as developing, deploying and supporting innovative, quality and sustainable IT solutions and services that meet the changing needs of the University College.
| S/No | SERVICE RENDERED | REQUIREMENTS | CHARGES | TIMELINE |
| 1 | Enquiries | Specify enquiry | Free | Within 1 day |
| 2 | Provision of online services to all staff and students as per ICT policy | ICT corporate email request or ticket number | Free | Within 1 day |
| 3 | Provision of corporate email services to all staff and students | ICT corporate email request | Free | Within 1 day |
| 4 | Security of Computer Infrastructure & System | System Alerts and updates | Free | Continuous |
| 5 | Provision of ICT Helpdesk Services | ticket number | Free | Mon – Fri 8am – 5pm |
| 6 | Provision of ICT Training Services to Staff and Students | Approved request | Free | As per need |
| 7 | Provision of a Robust Network Infrastructure to all Stakeholders | Approved budget | Free | Continuous |
| 8 | Maintenance of Hardware for Computer, Audio Visual & Print Services | ICT corporate email request or ticket number | Free | Within 3 working days |
| 9 | Provision of Software Installation, Configuration & troubleshooting | ICT corporate email request or ticket number | Free | Within 2 working days |
| 10 | Maintenance of Network Infrastructure Faults | System alert | Free | Within 2 working days |
| 11 | Resolution of ICT Security Breaches | System alert | Free | Within 1 working day |
| 12 | Provision of Backup & Disaster Recovery of All ICT Systems | Scheduled | Free | Daily |
| 13 | Access to Information | Formal Request | Free | Within 5 Working days |
| 14 | Provision of ICT Equipment Specification & Bill of Quantities | ICT corporate email request | Free | Within 2 working days |
| 15 | Provision of Computer Lab Services to Staff and Students | ICT Policy | Free | Mon – Fri 8 am – 5 pm |
| WE ARE COMMITTED TO COURTESY AND EXCELLENCE IN SERVICE DELIVERY | ||||
| Working Hours: 8.00- 5.00 pm on Monday to Friday, Closed on Weekends and Public Holidays except where indicated
NB: In case the services rendered do not conform to the standards shown above, kindly contact the Head of Department, ICT (LT 102) Based in the Lecture Theatre Building. |
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| Address:
Mama Ngina University College Direct your complaints to the Complaint Office (Room 207) |
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|
HUDUMA BORA NI HAKI YAKO |
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Working Hours: 8.00- 5.00 pm on Monday to Friday, Closed on Weekends and Public Holidays except where indicated
NB: In case the services rendered do not conform to the standards shown above, direct your complaints, and queries to the Head of Department, ICT department in Room 111 Based in the Admin block
Address:
Mama Ngina University College
P.O. Box 444 –01030
Gatundu, Kenya
Tel: 0702 125 192
Email: ict@mnu.ac.ke