ADVOKS GLOBAL · KENYA
Public Service (Values and Principles) Act
7. Responsive, prompt, effective, impartial and equitable provision of services
Edition: 2022-12-31 · In force
7. Responsive, prompt, effective, impartial and equitable provision of services
(1)The public service shall ensure that public services are provided—(2)The provision of public services is not prompt where there is unreasonable delay.(3)For the purposes of this section, "unreasonable delay" includes failure by a public officer to provide a public service within the period that may be provided for in the service charter of the public institution in which he or she is serving.(4)The provision of public services is ineffective if—(a)there is unreasonable loss;(b)public complaints against a public officer are made regarding the provision of public services; or(c)public grievances against a public institution are made regarding the quality of its services,and a public officer is found culpable of the loss, or the complaint or grievance against the officer is found valid, upon complaint pursuant to section 13 of this Act.(5)The provision of public services is not impartial or equitable if—(a)a public officer discriminates against a person or a community during the provision of public services; or(b)a public officer refuses or fails to give accurate information during the provision of public services.(6)Every public institution shall—(a)develop standards for the responsive, prompt, effective, impartial and equitable provision of services;(b)facilitate the introduction of modern and innovative procedures, technologies and systems for the delivery of its services;(c)simplify its procedures and ease formalities related to access and delivery of its services;(d)ensure the adaptability of public services to the needs of the public;(e)ensure that its services are delivered closer to the users of the services; and(f)develop mechanisms for monitoring and evaluating the effectiveness of public service delivery.