Service Charter

S/N	Service Offered	Process/ Requirement	Cost	Timeline
1.	Response to phone calls/ landline/ official line	Make a call	Free	15 seconds
2.	Response to enquiry by walk in clients	Visit the relevant office and make an inquiry	Free	1 minute
3.	Responding to formal correspondence	Request submitted/received	Nil	Within 5 working days
4.	Response to public complaints and grievances	Lodge a complaint	Free	1 working day
5.	Response to email and social media enquiries	Enquiry received through official University platforms	Free	1 working day
6.	Response to public information requirements	Received requests	Nil	Within 5 working days
7.	Submission of CRCRC monthly reports	CRCRC report	Nil	By 5^th day of the month
8.	Approval of transport requests	Transport requisition form	Nil	Within 4 hours of receipt of the request
9.	Designing and dispatching advertisement artwork to media	Approved artwork Approval to run advert Approved space order	As stipulated on the invoice/rate card	1 day after the request, artwork & space order to advertise are approved
10.	Development of publicity materials	Request for publicity materials	As dictated by the budget availability	As dictated by the publicity materials’ requirements
11.	Issuance of publicity materials	Request for issuance of publicity materials	Nil	1 day after receipt of the request
12.	Stakeholder engagement	Identification of a need	Nil	As dictated by approved activities, budgets and dates
13.	Designing of artwork	Received request to develop artwork Approved content	Nil	As dictated by the requirements of the items
14	Servicing of committees/ organizing meetings	Appointment to committees Written request to service a meeting	Nil	As stipulated on the meetings procedure/as per the appointment letter
15	Preparation of minutes for meetings	Minutes	Nil	Within 4 days after the meeting
16	Media coverage of University events	Invitation of media houses	As stipulated by University policy	2 days to the event
17	Gift registration	Presentation of gifts to the Office	Nil	Within 5 working days after receiving the gift (s)
18	Approving uploading of content onto the University website	Received request to upload content	Nil	2 days after receipt of the request
19	Uploading content onto social media platforms	Uploading six (6) posts per month	Nil	1 day after event
20	Photography coverage of University events	Request to provide photography services	Nil	As dictated by the requirements of the event