MINISTRY OF LIVESTOCK AND DEVELOPMENT

SERVICE CHARTER For the

DEPARTMENT OF LIVESTOCK PRODUCTION

RONGO DIVISION
NOVEMBER 2008

SERVICE CHARTER FOR THE DEPARTMENT OF LIVESTOCK PRODUCTION

INTRODUCTION Background Information Department of Livestock Production was formed to effectively address the sub sector issues in 1987. The sub-sector contributes 10 per cent to the GDP and 30 percent of the farm gate value of agricultural commodities. Additionally, it accounts for and employs over 50 percent of the agricultural labour force and provides substantial raw materials for the local dairy, meat and meat processing industries; hides and skins for tannery industries; and wool and hair materials for the textile industries among others.

Objectives of this Charter

The purpose of this charter is to enhance levels of awareness on our role as a department, to give insights on our core values and provide information on the range of services that we offer, the standards we have set and clients expectations, avenues for remedy where services fall short of standards and continuous improvement in pursuit of client satisfaction. VISION: To be the lead agent in facilitating efficient and effective livestock production services for economic growth, poverty reduction and employment creation. MISSION: To enhance and promote sustainable livestock production, marketing of livestock and livestock products and by-products and value addition through appropriate policy and legal framework while conserving the natural resource base. MANDATE: To disseminate appropriate animal production, and livestock marketing technologies and information to farmers through extension services in collaboration with research institutions and other stakeholders.

CORE VALUES. 1. Commitment to appropriate policy environment that will attract investments with the greatest potential to stimulate economic growth and create employment opportunities in the sector. 2. Professionalism in the sustainable management of livestock resources to ensure that the public have access to affordable and quality products. 3. Accountability to stakeholders 4. Provision of high quality and efficient customer oriented services 5. Commitment to the improvement in the livelihoods of Kenyans who depend on the livestock industry 6. Integrity in the stewardship of resources and in service delivery to clients SPECIFIC CORE FUNCTIONS OF THE DEPARTMENT: Implementation and monitoring of livestock production policies. Coordination of livestock production programmes. Facilitation of value addition of livestock products and by-products. Provision and facilitation of livestock extension services. Promote management of livestock information and setting the agenda for monitoring and management of food security. Promote management and conservation of the natural resource base. Mainstreaming gender and HIV/AIDS concerns into livestock production programmes.

CURRENT ORGANISATIONAL STRUCTURE Department is headed by the District Livestock Production Officer at the District level and the Divisional Livestock Extension Officer at the divisional level.

RANGE OF SERVICES.
1. Advisory Services We offer advisory/extension services on the following: Beef, Dairy, Sheep and Goat production, bee keeping, pigs, poultry, rabbits, Facilitating access to livestock markets and livestock market information. Natural resource management. Livestock feeds and feeding. 2. Training and Capacity building.

For farmers and other stakeholders in the following areas: Dairy Production Shoats production Bee keeping Poultry production Value addition and marketing. Cross cutting issues e g HIV/AIDS and gender

CLIENTS AND STAKEHOLDERS.

Farmers, processors, industrialists, CBOs, NGOs, ministry (MoL&FD) staff. Other government organizations including ADC, AFC, KDB, KMC, religious organizations, research institutions, NGOs, traders in livestock and livestock products, equipment manufacturers, feed millers, stockists , hatchers, micro finance and credit institutions.

CLIENTS EXPECTATIONS.
Our clients expect efficient and effective provision of services specifically; Professionalism in service delivery Courtesy and timely response to requests and enquiries. Development of best practices in human resource management and training. Trust and reliability

CLIENTS RESPONSIBILITIES.
Observation of the laid down regulations. To demand services. Provide feedback on services provided Mutual trust

CORE PRINCIPLES OF SERVICE DELIVERY

Set clear and explicit standards of service delivery that clients expect. Provide our clients with adequate information about our services. Timely and effective communication. Professional handling of clients with dignity and courtesy. Uphold gender values in service delivery. Prudent management and utilization of resources. Promote participatory approaches in service delivery. Use multi-disciplinary methodologies in services delivery. Encourage and promote partnerships. Enhance the monitoring and evaluation systems to keep track of performance. Cultivate dynamism and innovation.

COMMITMENTS ON SERVICE DELIVERY

All clients inquiries will be adequately responded to within 14 days of inquiry. There shall be client friendly reception environment to expeditiously filter client needs to their expectations. There shall be enhanced and timely communication with stakeholders, collaborators and clients; o Field reports will be availed by individual officers within 5 days of return to office. The Departmental annual report will be ready by December of the reporting year. Field monthly/quarterly/annual reports will be availed within 1 week of the end of the reporting period. All key reports shall be available at the departmental Library for reference.

HANDLING OF COMPLAINTS Clients are encouraged/advised to make complaints and suggestions through Post, telephone, email Suggestion box or in person. We therefore commit ourselves to follow all genuine complaints and respond to them promptly and not later than 14 days. It is guaranteed that confidentiality in respect of complainants will be adhered to. However we encourage the complainants to identify themselves as a gesture of good faith.

For more information contact: Divisional Livestock Extension Officer Rakwaro DO,s Compound Tel: 0711511093