Our Commitment to Enhanced Service Delivery · 2017. 5. 12. · 1.0 PURPOSE OF THE CUSTOMER SERVICE CHARTER This Charter sets out the service standards that the public should expect

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CUSTOMER SERVICECHARTER2012 - 2014

NATIONAL ENVIRONMENTMANAGEMENT AUTHORITY

Contacts

DIRECTOR GENERALNational Environment Management Authority

(NEMA) Kenya

P. O. Box 67389, 00200 NairobiPopo Road, off Mombasa Road

Tel : 254-20-6005522, 6001945, 6008767, 60086670724 253398, 0735 010237, 020 2101370

Fax : 254-20-6008997Email : [email protected] : www.nema.go.ke

LOCATION OF NEMA OFFICES COUNTRY-WIDE

1.0 PURPOSE OF THE CUSTOMER SERVICE CHARTER

This Charter sets out the service standards that the public should expect from NEMA. It is a demonstration of our commitment of quality service delivery to the public and a reflection of our dedication towards matters relating to the environment. The charter outlines customer rights and responsibilities and the procedure to follow if our service standards are not met.

1.1 Who We Are/Mandate

NEMA is mandated by the Environment Management and Co-ordination Act (EMCA) 1999, to exercise general supervision and co-ordination over all matters relating to the environment. It is further mandated to be the principal instrument of government in the implementation of all policies relating to the environment.

1.2 Our Vision

To be a world class environmental management authority that ensures a clean, healthy, secure and sustainably managed environment for all.

1.3 Our Mission

To safeguard, restore and enhance the quality of the environment through supervision and co-ordination of all matters relating to environmental activities in Kenya.

1.4 Our Core Values

• Excellence and professionalism• Result oriented.

1.7 Customers’rightsTimely and quality serviceAccess to informationPrivacy and confidentialityTo complain and appealClean and healthy environmentRight to equitable service.

1.8 Customer Obligations

Duty to report environmental crimes and incidences through the NEMA hotline 020 6006041 or 020-8077233.Provide timely and truthful information when called upon.Duty to protect the environment.Comply with all environmental legislation.Treat staff with utmost courtesy.Co-operate with the Authority and other lead agencies.Ensure integrity of all documents submitted to the Authority.

2.0 OUR SERVICES

1. Registration of Environmental Experts.2. Environmental licensing.3. Environmental Auditing.4. Environmental Inspection.5. Environmental Education and Awareness.6. Environmental Reporting.7. Environmental Planning and Research.8. Endorsement of Propsals on GEF Small Grants9. Development of Curriculum for Training of Environmental Impact Assessment/Audit experts.10. Administration of an Environmental Award Scheme.11. Domestication of Multilateral Environmental Agreements.

4.0 TO OUR INTERNAL CUSTOMERS, WE WILL:

Process payments in five (5) working days Avail transport to staff at least within 2 hours on request for local travel and two days in advance for trips outside one’s station.Provide a conducive environment to enhance productivity.Regularly train employees in order to improve customer service delivery.Promote career progression and professionalism by identifying performance gaps and recommending appropriate training programs. Promptly aknowledge and respond to staff needs/complaints and. Acknowledged enquiries, verbal or written within 2 working days.

5.0 SERVICE STANDARDS

Identification: Our staff wear clearly displayed badges at all times for ease of identification. During telephone conversations, our staff will give their names to facilitate further follow-up.

When You phone us: Your call will be answered within three (3) rings, after which you may leave a message for our staff to call you back. In the event that we cannot deal with your enquiry immediately, we will arrange to return your call at a mutually agreed time.

When You Visit Our Offices: We will always endeavor to serve you within 10 minutes of your appointed time.

• Efficiency and effectiveness• Integrity• Proactive• Sensitivity, responsiveness and timelines• Courage of conviction• Team work and partnership• Creativity and innovation• Accountability and transparency

1. 5 Our Motto

Our Environment, Our Life, Our Responsibility - Mazingira Yetu, Uhai Wetu, Wajibu Wetu

1.6 Who we serve

The Authority serves various stakeholders and clients

Private Sector investors, developers, industry etc,Government ministries, departments and lead agenciesEMCA Institutions (Public Complaints Committee, National Environment Tribunal, National Environment Council, National Environment Trust Fund)Provincial and County Environment Committees (PECs and CECs)Parliamentary Committee on Lands and Natural ResourcesOffice of the Government Spokesman Mass MediaCivil Society Organizations (Non- Governmental Organizations and Community Based Organizations)Development Partners/ Donors.General Public

3.0 SERVICE DELIVERY

Registration certificates for EIA/EA experts are issued within 30 days upon application.Environmental Impact Assessment Licenses are issued within 45-90 days upon application as stipulated in the Environmental Impact Assessment/Audit (EIA/EA) Regulations, 2003. Other licenses are issued as per the provisions of the specific legislation ( details are available on the NEMA website).Acknowledgement of duly filled license application forms within seven (7) days of receipt.Timely review and acknowledgement of Environmental Audit reports.High-risk incidents addressed within 24 hours; Medium-risk incidents addressed within 48 hours; Low-risk incidents addressed with 14 days.Environmental inspectors wear clearly displayed badges for ease of identification.Accurate and reliable environmental information disseminated on a regular basis.Payment of suppliers will be made within 30 days upon receipt of invoice.An annual report on the State of the Environment will be produced to keep the public informed and assist them in planning and decision making.Endorsement for GEF small grants proposals will be done within 30 days upon their submission.Visitors to NEMA premises will be promptly and courteously directed to their desired destination.

When You Make Correspondence: We shall respond to your letter, fax or e-mail within 5 working days from the date we receive your communication, while technical queries will take fourteen (14) days, since the authority may need to consult relevant lead agencies. Internal memos and files will be processed within two days of receipt.

5.1 How you can help us

To make a complaint regarding our services or give us your feedack :

Fill our customer feedback forms at the reception and deposit them at strategically placed suggestion boxes.Contact the Corporate Communication OfficeMake a complaint to the Director General as per the contact details provided below

5.2 How to contact us :

Incident Management Hotline: 020 6006041/020-8077233

Visit us on Facebook and Twitter sites

National Environment Management Authority@Nema_Kenya1

Physical AddressOur Headquarters is based at Eland House (former National Oil Corporation), Popo Road, off Mombasa Road, South C. We have County offices country-wide.

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1.0 PURPOSE OF THE CUSTOMER SERVICE CHARTER

This Charter sets out the service standards that the public should expect from NEMA. It is a demonstration of our commitment of quality service delivery to the public and a reflection of our dedication towards matters relating to the environment. The charter outlines customer rights and responsibilities and the procedure to follow if our service standards are not met.

1.1 Who We Are/Mandate

NEMA is mandated by the Environment Management and Co-ordination Act (EMCA) 1999, to exercise general supervision and co-ordination over all matters relating to the environment. It is further mandated to be the principal instrument of government in the implementation of all policies relating to the environment.

1.2 Our Vision

To be a world class environmental management authority that ensures a clean, healthy, secure and sustainably managed environment for all.

1.3 Our Mission

To safeguard, restore and enhance the quality of the environment through supervision and co-ordination of all matters relating to environmental activities in Kenya.

1.4 Our Core Values

• Excellence and professionalism• Result oriented.

1.7 Customers’rightsTimely and quality serviceAccess to informationPrivacy and confidentialityTo complain and appealClean and healthy environmentRight to equitable service.

1.8 Customer Obligations

Duty to report environmental crimes and incidences through the NEMA hotline 020 6006041 or 020-8077233.Provide timely and truthful information when called upon.Duty to protect the environment.Comply with all environmental legislation.Treat staff with utmost courtesy.Co-operate with the Authority and other lead agencies.Ensure integrity of all documents submitted to the Authority.

2.0 OUR SERVICES

1. Registration of Environmental Experts.2. Environmental licensing.3. Environmental Auditing.4. Environmental Inspection.5. Environmental Education and Awareness.6. Environmental Reporting.7. Environmental Planning and Research.8. Endorsement of Propsals on GEF Small Grants9. Development of Curriculum for Training of Environmental Impact Assessment/Audit experts.10. Administration of an Environmental Award Scheme.11. Domestication of Multilateral Environmental Agreements.

4.0 TO OUR INTERNAL CUSTOMERS, WE WILL:

Process payments in five (5) working days Avail transport to staff at least within 2 hours on request for local travel and two days in advance for trips outside one’s station.Provide a conducive environment to enhance productivity.Regularly train employees in order to improve customer service delivery.Promote career progression and professionalism by identifying performance gaps and recommending appropriate training programs. Promptly aknowledge and respond to staff needs/complaints and. Acknowledged enquiries, verbal or written within 2 working days.

5.0 SERVICE STANDARDS

Identification: Our staff wear clearly displayed badges at all times for ease of identification. During telephone conversations, our staff will give their names to facilitate further follow-up.

When You phone us: Your call will be answered within three (3) rings, after which you may leave a message for our staff to call you back. In the event that we cannot deal with your enquiry immediately, we will arrange to return your call at a mutually agreed time.

When You Visit Our Offices: We will always endeavor to serve you within 10 minutes of your appointed time.

• Efficiency and effectiveness• Integrity• Proactive• Sensitivity, responsiveness and timelines• Courage of conviction• Team work and partnership• Creativity and innovation• Accountability and transparency

1. 5 Our Motto

Our Environment, Our Life, Our Responsibility - Mazingira Yetu, Uhai Wetu, Wajibu Wetu

1.6 Who we serve

The Authority serves various stakeholders and clients

Private Sector investors, developers, industry etc,Government ministries, departments and lead agenciesEMCA Institutions (Public Complaints Committee, National Environment Tribunal, National Environment Council, National Environment Trust Fund)Provincial and County Environment Committees (PECs and CECs)Parliamentary Committee on Lands and Natural ResourcesOffice of the Government Spokesman Mass MediaCivil Society Organizations (Non- Governmental Organizations and Community Based Organizations)Development Partners/ Donors.General Public

3.0 SERVICE DELIVERY

Registration certificates for EIA/EA experts are issued within 30 days upon application.Environmental Impact Assessment Licenses are issued within 45-90 days upon application as stipulated in the Environmental Impact Assessment/Audit (EIA/EA) Regulations, 2003. Other licenses are issued as per the provisions of the specific legislation ( details are available on the NEMA website).Acknowledgement of duly filled license application forms within seven (7) days of receipt.Timely review and acknowledgement of Environmental Audit reports.High-risk incidents addressed within 24 hours; Medium-risk incidents addressed within 48 hours; Low-risk incidents addressed with 14 days.Environmental inspectors wear clearly displayed badges for ease of identification.Accurate and reliable environmental information disseminated on a regular basis.Payment of suppliers will be made within 30 days upon receipt of invoice.An annual report on the State of the Environment will be produced to keep the public informed and assist them in planning and decision making.Endorsement for GEF small grants proposals will be done within 30 days upon their submission.Visitors to NEMA premises will be promptly and courteously directed to their desired destination.

When You Make Correspondence: We shall respond to your letter, fax or e-mail within 5 working days from the date we receive your communication, while technical queries will take fourteen (14) days, since the authority may need to consult relevant lead agencies. Internal memos and files will be processed within two days of receipt.

5.1 How you can help us

To make a complaint regarding our services or give us your feedack :

Fill our customer feedback forms at the reception and deposit them at strategically placed suggestion boxes.Contact the Corporate Communication OfficeMake a complaint to the Director General as per the contact details provided below

5.2 How to contact us :

Incident Management Hotline: 020 6006041/020-8077233

Visit us on Facebook and Twitter sites

National Environment Management Authority@Nema_Kenya1

Physical AddressOur Headquarters is based at Eland House (former National Oil Corporation), Popo Road, off Mombasa Road, South C. We have County offices country-wide.

4 5

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•

•••

•

••••••

•

•

•

•

•

•

•

•

•

•

•

1.0 PURPOSE OF THE CUSTOMER SERVICE CHARTER

This Charter sets out the service standards that the public should expect from NEMA. It is a demonstration of our commitment of quality service delivery to the public and a reflection of our dedication towards matters relating to the environment. The charter outlines customer rights and responsibilities and the procedure to follow if our service standards are not met.

1.1 Who We Are/Mandate

NEMA is mandated by the Environment Management and Co-ordination Act (EMCA) 1999, to exercise general supervision and co-ordination over all matters relating to the environment. It is further mandated to be the principal instrument of government in the implementation of all policies relating to the environment.

1.2 Our Vision

To be a world class environmental management authority that ensures a clean, healthy, secure and sustainably managed environment for all.

1.3 Our Mission

To safeguard, restore and enhance the quality of the environment through supervision and co-ordination of all matters relating to environmental activities in Kenya.

1.4 Our Core Values

• Excellence and professionalism• Result oriented.

1.7 Customers’rightsTimely and quality serviceAccess to informationPrivacy and confidentialityTo complain and appealClean and healthy environmentRight to equitable service.

1.8 Customer Obligations

Duty to report environmental crimes and incidences through the NEMA hotline 020 6006041 or 020-8077233.Provide timely and truthful information when called upon.Duty to protect the environment.Comply with all environmental legislation.Treat staff with utmost courtesy.Co-operate with the Authority and other lead agencies.Ensure integrity of all documents submitted to the Authority.

2.0 OUR SERVICES

1. Registration of Environmental Experts.2. Environmental licensing.3. Environmental Auditing.4. Environmental Inspection.5. Environmental Education and Awareness.6. Environmental Reporting.7. Environmental Planning and Research.8. Endorsement of Propsals on GEF Small Grants9. Development of Curriculum for Training of Environmental Impact Assessment/Audit experts.10. Administration of an Environmental Award Scheme.11. Domestication of Multilateral Environmental Agreements.

4.0 TO OUR INTERNAL CUSTOMERS, WE WILL:

Process payments in five (5) working days Avail transport to staff at least within 2 hours on request for local travel and two days in advance for trips outside one’s station.Provide a conducive environment to enhance productivity.Regularly train employees in order to improve customer service delivery.Promote career progression and professionalism by identifying performance gaps and recommending appropriate training programs. Promptly aknowledge and respond to staff needs/complaints and. Acknowledged enquiries, verbal or written within 2 working days.

5.0 SERVICE STANDARDS

Identification: Our staff wear clearly displayed badges at all times for ease of identification. During telephone conversations, our staff will give their names to facilitate further follow-up.

When You phone us: Your call will be answered within three (3) rings, after which you may leave a message for our staff to call you back. In the event that we cannot deal with your enquiry immediately, we will arrange to return your call at a mutually agreed time.

When You Visit Our Offices: We will always endeavor to serve you within 10 minutes of your appointed time.

• Efficiency and effectiveness• Integrity• Proactive• Sensitivity, responsiveness and timelines• Courage of conviction• Team work and partnership• Creativity and innovation• Accountability and transparency

1. 5 Our Motto

Our Environment, Our Life, Our Responsibility - Mazingira Yetu, Uhai Wetu, Wajibu Wetu

1.6 Who we serve

The Authority serves various stakeholders and clients

Private Sector investors, developers, industry etc,Government ministries, departments and lead agenciesEMCA Institutions (Public Complaints Committee, National Environment Tribunal, National Environment Council, National Environment Trust Fund)Provincial and County Environment Committees (PECs and CECs)Parliamentary Committee on Lands and Natural ResourcesOffice of the Government Spokesman Mass MediaCivil Society Organizations (Non- Governmental Organizations and Community Based Organizations)Development Partners/ Donors.General Public

3.0 SERVICE DELIVERY

Registration certificates for EIA/EA experts are issued within 30 days upon application.Environmental Impact Assessment Licenses are issued within 45-90 days upon application as stipulated in the Environmental Impact Assessment/Audit (EIA/EA) Regulations, 2003. Other licenses are issued as per the provisions of the specific legislation ( details are available on the NEMA website).Acknowledgement of duly filled license application forms within seven (7) days of receipt.Timely review and acknowledgement of Environmental Audit reports.High-risk incidents addressed within 24 hours; Medium-risk incidents addressed within 48 hours; Low-risk incidents addressed with 14 days.Environmental inspectors wear clearly displayed badges for ease of identification.Accurate and reliable environmental information disseminated on a regular basis.Payment of suppliers will be made within 30 days upon receipt of invoice.An annual report on the State of the Environment will be produced to keep the public informed and assist them in planning and decision making.Endorsement for GEF small grants proposals will be done within 30 days upon their submission.Visitors to NEMA premises will be promptly and courteously directed to their desired destination.

When You Make Correspondence: We shall respond to your letter, fax or e-mail within 5 working days from the date we receive your communication, while technical queries will take fourteen (14) days, since the authority may need to consult relevant lead agencies. Internal memos and files will be processed within two days of receipt.

5.1 How you can help us

To make a complaint regarding our services or give us your feedack :

Fill our customer feedback forms at the reception and deposit them at strategically placed suggestion boxes.Contact the Corporate Communication OfficeMake a complaint to the Director General as per the contact details provided below

5.2 How to contact us :

Incident Management Hotline: 020 6006041/020-8077233

Visit us on Facebook and Twitter sites

National Environment Management Authority@Nema_Kenya1

Physical AddressOur Headquarters is based at Eland House (former National Oil Corporation), Popo Road, off Mombasa Road, South C. We have County offices country-wide.

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