|
S/N |
SERVICES OFFERED |
PROCESS REQUIREMENT |
COST |
TIMELINE |
|
|
1. |
Response to phone calls (Extension phones) |
Calls answered by ICT staff via extension lines |
NIL |
|
|
|
2. |
Response to enquiry by walk-in clients |
Client visits ICT Office and is assisted at reception/helpdesk |
NIL |
1 minute
|
|
|
3. |
Response to formal correspondence |
Request submitted to ICT Office |
NIL |
|
|
|
4 |
Response to public complaints and grievances |
Complaint lodged through official channels |
NIL |
30 Days |
|
|
5 |
Resolution of Complaints |
Investigation and corrective action by ICT staff; feedback provided to complainant |
NIL |
30 Days |
|
|
6 |
User Support |
Ticket created by client on the OS ticket platform for Software & Hardware Support |
Nil |
2 working days |
|
| Ticket created by client on the OS ticket platform for Hardware Repairs/Replacement | To be Valued | Depends on availability of materials | |||
| 7 | Maintenance of Equipment | Approval of Maintenance Request and Report after Maintenance | NIL | 4 Weeks |