Service Charter

Client and Customer Service Charter

Services Rendered Client Requirements User Charges (K) Timelines

Reception service
Switchboard

Cooperation from clients Free 5 minutes, ringing not more than 5 times

Provision of public relations services

Appointment, letter, call, questionnaire Free -

Provision of feedback to clients (correspondence)

Relevant documents Free 5 to 10 working days

Provision of technical and policy advice on:
• Long and medium-term national development strategies
• Monitoring and Evaluation
• National Budget
• Public enterprises’ financial compliance
• Internal Audit
• Best practices on donor financing
• Population
• Financial sector
• Pension
• Public Sector Investment
• National Social Support Programmes
• Financial Management

Appointment, letter, call Free 2 hours to 5 working days

Provision of information and data on:
• Government Finance Statistics
• Budget and Expenditure
• Fiscal framework
• Macroeconomic and social data
• National Development Strategy /Reviews
• Risk management and internal controls
• Public Expenditure Reviews
• National annual food security forecast
• Monitoring and Evaluation
• Public Sector Investment

Formal letter, email, phone call Free 1 working day

Response to client and service providers on:
• Payments
• Complaints

All valid documents Free 5 working days

Provision of Financial Services:
• Payment of salaries
• Payment of pensions
• Payment of gratuities
• Opening of bank accounts for MDAs
• Processing payments for MDAs
• Submission of Financial Statements
• Resolution of IFMIS problems

All relevant documents Free Varies by service (e.g., 27th of every month, 14th of every month, 6 months)

Provision of budget ceilings to MDAs

Non Free End of February

Provision of funding to MDAs:
• Pensions
• ORT
• Personal Emoluments
• Development Part 2

Cash flows Free 10th, 15th of each month

Processing of virement warrants

Virement application Free 10 working days

Project appraisal

Project proposal Free 20 working days

Processing of donor funds withdrawal applications from MDAs

Application forms Free 5 working days

Process payments instruction for external loans

Bills Free 5 working days before due date

Provision of the Economic and Fiscal Policy Statement

None Free 1st April

Provision of budget documents:
• Budget statement
• Economic report
• Financial statement
• Output Based/Programme Based
• Detailed budget

None Free May

Processing of concessions

Application letter Free 5 working days

Provision of notification of arrival for technical assistants

Application letter Free 2 working days

Processing of applications for work permits

Application letter Free 2 working days