CITIZEN SERVICE DELIVERY
CHARTER
HORTICULTURAL CROPS
DEVELOPMENT AUTHORITY
(HCDA)
CONTENTS
PAGE
Foreword
2
Preface
3
Acknowledgements
4
Introduction
5
Mandate
5
Vision
5
Mission
6
Who are our Customers?
6
Core Functions/ Services
7
General Administrative Services
7
Coordination and Overall Regulatory Services
8
Technical and Advisory Services
8
Marketing Services
8
Resolved Citizen Service Delivery Charter
9
Feedback Mechanism
14
Our contacts /National Network of HCDA
15
1
Foreword
Horticultural Crops Development Authority has continued to offer services
in production and marketing of quality horticultural products that meet
consumers’ demands. The Authority, through the guidance of its Board of
Directors, has continued to work closely with all its Stakeholders in the
public and private sector and creates enabling environment to ensure all
the stakeholders attain their goals and objectives.
The Board of Directors appreciate that HCDA is operating in a dynamic
industry hence aim at steering the Authority to meet the demands of the
changing environment. In this regard, the Authority in consultation with its
stakeholders has reviewed its Service Delivery Charter.
The reviewed
Service Delivery Charter takes cognizance of the Authority’s reviewed
Strategic Plan for 2009 – 2013 and HCDA Legal Notice No 190 of 2011.
The reviewed
Service Delivery
Government’s
Development
Charter
Plan,
puts
Strategy
into
for
perspective the
Revitalizing
of
the
Agriculture Sector 2004 – 2014, Vision 2030, the Kenya Constitution 2010
and the Medium Term Plan 2008 – 2012. The Charter clearly states the
services offered by the Authority, the requirements, charges, customer
rights and obligations and the service standards. It reaffirms our
commitment to a timely, efficient and effective service delivery.
The Board of Directors undertakes to provide a favorable working
environment and support to all the staff within the Authority to ensure
desirable service delivery to all Stakeholders.
Joseph Kibe
Chairman
2
Preface
The Authority’s Service Delivery Charter was prepared in response
to the Government’s requirement that all government bodies that
provide services to the public develop individual charters.
The
Authority recognizes the potential benefits of using the Service
Delivery Charter as a tool to drive change towards a more
customer focused approach in its service delivery.
The Authority has reviewed its Strategic Plan to guide its operations
for the period 2009 – 2013 in line with the Government’s
Development Plan, the constitution of Kenya 2010, Vision 2030, the
Medium Term Plan 2008 – 2012 and HCDA’s Legal Notice. In view
of this, the Authority carried out a review of its Service Delivery
Charter to align it to the Strategic Plan and the Legal Notice No.
190 of 2011.
The reviewed Service Delivery Charter has been resolved to
provide simplified information on the services offered, the
requirements, charges, timelines and the service standards. It also
outlines customer rights and obligations and reaffirms our
commitment to a timely, efficient and effective service delivery.
I request our clients, customers and stakeholders to continuously
give us feedback on the quality and efficiency of our services to
enable us improve on service delivery.
Dr. Alfred. K. Serem
Managing Director
3
Acknowledgment
Foremost our appreciation goes to all the members of staff of the
Horticultural Crops Development Authority who participated in the
review of this Service Delivery Charter. Special mention goes to
the Service Delivery Charter review team; Agnes Wainaina,
Anthony Mutua, Christine Mue, Christine Omollo, Edward Maina,
Elphas Choge, Eric Magamu, Esther Mukoya, Grace Mbuthia,
Josephine Simiyu, Mary Abonyo and Neema Mkorori for the
production of this document.
We also thank our facilitator
Paul Mathenge of Dataline International Limited in facilitating the
review of the document.
Special Appreciation also goes to the Managing Director of
Horticultural
Crops
Development
Authority
(HCDA)
Dr. Alfred K. Serem and his senior management team for initiating,
facilitating and participating in the process of reviewing the
Service Delivery Charter.
Finally
we
appreciate
the
Board
of
Directors
and
other
stakeholders for their leadership, contributions and commitment to
outstanding service delivery.
4
1. Introduction
Horticultural Crops Development Authority (HCDA) is a State
Corporation established under the Agriculture Act (Cap. 318)
through Legal Notice No. 229 of 1967. HCDA is the Government’s
regulatory agency for the horticulture sub-sector. HCDA aspires to
be in the forefront in providing efficient, effective and quality
service.
As the Authority mandated to facilitate the development,
promotion, coordination and regulation of the horticultural industry
in Kenya, it is necessary to provide service delivery standards upon
which our performance shall be measured.
To keep up in tandem with changes within the Public Sector,
HCDA has embraced a culture of continuous improvement by
being ISO 9001:2008 certified. The organization ensures that
customers are at the centre of its business and business processes
are re-engineered to meet customer needs.
The reviewed Service Delivery Charter explicitly states the services
offered by the Authority, the requirements from clients, the
necessary charges and the timelines for giving different services.
2. Mandate
The Horticultural Crops Development Authority is mandated to
regulate the horticultural industry through licensing and
application of rules as prescribed under the Agriculture Act (Cap
318). HCDA also provides advisory and marketing services to the
stakeholders in the industry for planning purposes.
3. Vision
A globally competitive horticulture sector in Kenya
5
4. Mission
To develop, promote, facilitate and co-ordinate growth of a
commercially-oriented horticulture industry through appropriate
policies and technologies to enhance and sustain socio-economic
development
5. Who are Our Customers?
The Authority offers services to partners in the horticultural industry
including:
 Individual Farmers, Farmer Groups and Associations
 Government Ministries
 State Corporations
 Donor Agencies/Development Partners
 Universities, Tertiary Colleges and related research and
training institutions
 Private Sector Extension Service Providers
 NGO’s and other CBO’s
 Financial Institutions
 Dealers of in horticultural input/produce
 Suppliers of goods and services
 Exporters and Exporter’s Association
 Processors
6. What are their Rights?
Our customers have a right to:







Be treated with courtesy, dignity and respect
Be listened to
Privacy and confidentiality
Information on the nature of our services
Quality services
Conducive environment
Effective communication
6
7. What are their Obligations?
To enable us serve you better and work in the spirit of mutual
support and relationship, our customers are obliged to:
 Treat our staff with courtesy and respect
 Provide all necessary information regarding the services they
require
 Provide us with feedback on our services
 Observe laid down regulations, procedures and policies
regarding procurement, payments and any others in order to
access required services
 Not to offer any form of inducements or bribes to our staff.
8. We shall be guided by the following VALUES








Integrity, accountability and professionalism
Teamwork ,efficiency, and effectiveness
Customer focus
Discipline and commitment in service to the people
Objectivity and Impartiality in decision-making
Innovation and creativity
Prudent environmental management
Public participation
9. Our Core Functions/ Services
a) General Administrative Services
In its bid to meet customer requirements, HCDA has a strong
Administrative department that provides support services to
internal as well as external customers. The general administrative
department is comprised of the Finance, Human Resource, and
Administration divisions with competent staff to ensure that
operations of the Authority are efficient and effective.
7
b) Coordination and Overall Regulatory Services
HCDA is mandated to provide coordination and overall regulatory
services to the horticulture industry. To this end the Authority wishes
to strengthen the market linkages and support to farmers and
horticultural produce dealers.
c) Technical and Advisory Services
Our technical and advisory services include crop production
information, formation of Produce and Marketing Organization
(PMO), training of stakeholders, registration of fruit tree
nurseries/motherblocks, registration of marketing agents, farm and
packhouse inspection and facilitation of horticultural research.
d) Marketing Services
The Authority provides market information, market linkages, and
registration of exporters as part of its regulatory role. Information is
packaged and is accessible through our Resource Centre and in
HCDA’s website.
8
Resolved Citizen Service Delivery Charter
SERVICE
REQUIREMENTS
GENERAL ADMINISTRATIVE SERVICES
Receive incoming calls Cooperation and Clarity
Direct in-coming
Information on service
phone calls to the
required
appropriate officers
Attend to visitors on
Cooperation and Clarity
arrival
 Compliance to
instructions
Response to enquiries, Provide information through
complaints and
the appropriate channels:
compliments
 Customer care desk
 Suggestion boxes
Fill Appropriate Forms
 Anticorruption box
Payment on procured
goods and services
Procurement Services
Offer on Employment
opportunities
TECHNICAL SERVICES
Sensitize , organize
and train farmers into
production and
marketing groups
Linkage of producers
and buyers
Participate in customer
satisfaction surveys
Provide supporting
documents
 Invoices
 Credit note
 Delivery note
 VAT Registration
Certificate
 Supplier should be
prequalified by the
Authority.
 Meet the evaluation
criteria
Application letter and other
requirements in response to
an advertisement
USER
CHARGES
TIME LINE
Free
Free
Within 3 rings
Within 1
minute
Free
5 Minutes
Free
1day to one
month
1 year
Free
30 days
Kshs.2,000 to
5,000
Within 3
months
Free
4 months

Formal request from
farmers
Free
Within a
month

formal request from
customer
Free
within a week
9
Extension services

Customer request
Free
Within one
week
Demonstrations

formal and informal
groups
commitment to cost
share
Cost sharing
2
Customer request
Capacity gaps
New
requirements/change in
the industry
formal or informal group
Venue and proposed
date
Filled horticultural crops
nursery registration
application form
Ideal Site for setting up
the nursery (inspection
will be done)
copy of registration
certificate for the source
of scion
copy of pin certificate
Free
3 weeks
Kshs.500.00
- 5 working
days within
Nairobi
- 10 working
days for field
stations
Copy of previous nursery
certificate
Copy of most recent
plant health certificate
from KEPHIS
Kshs. 500.00
5 working
days within
Nairobi and
10 working
days for field
stations
Filled motherblock
Kshs.500.00
registration form
 Disease and pest free site
 Purchase receipt of
planting material
 Copy of inspection
certificate from KEPHIS
 Formal request
Free
 Has to have packing
facility
 Copy of invoice to be
used for sale
5 working
days within
Nairobi and
10 working
days for field
stations

Capacity building of
farmers and
stakeholders





Registration of
horticultural crop
nurseries




Renewal of nursery
registration


Registration of
Motherblocks
Mango and Avocado
inspection for
conformity

months
Within 2 hours
10
Laboratory services (oil
content, firmness, solid
soluble content
analysis)
Funding Horticultural
Research
 Request from Customer
 Samples of produce
Depends on
test
1 day
 Submission of horticultural
research proposal on
identified research areas
Free
Annually
Registration of
Marketing Agents
 Duly Filled Application form Ksh.5,000.00
for registration
per year
 Certificate of good
conduct
 Copy of contract with
farmers
 Valid contract with
registered exporter,
processor, ship chandlers,
or a retail outlet
 Copy of GAP certificate
 Copy of pin certificate
 Copy of national ID.
 Proof of transport and
crates as Per the guidelines
of the AuthorityHCDACopy of Food
Handler certificate as per
the Public Health Act
 Submission of export
Free
registration or renewal form
 Packhouse facility
meeting food safety
management requirements
 Demonstrate product
traceability
 Proof of processing in
case of macadamia nut
 Copy of all legislative
requirements for
processing and packaging
i.e Public Health Act and
occupational safety and
health Act,2007 Cap 242
No 15 of 2007, HCDA Legal
Notice 190 of 2011
Packhouse inspection
3 days
2 days
11
Farm inspection for
produce dealers
 Submission of export
registration or renewal
form
 Copy of a GAP certificate
 Three months farm records
from date of application
 Evidence of structures
associated with GAP
implementation for those
without a GAP certificate
(PPES chemical store,
collection /grading shade,
harvesting containers,
charcoal coolers and
portable water)
 Copy of contract with
dealer in case of contract
farming
 Copy of production plan
per crop per month for
three months
free
2 days
HIRE OF FACILITIES
Pack house
1.Packing Space


Request from client
Signed Contract for hire
of facility
Within 30
Nairobi
minutes
Horticultural
Centre (HQS) –
Kshs.20,000 pm
Kshs.3,000/daily
Depots –
Kshs.7,500 pm
2.Coldrooms


Request from client
Signed Contract for hire
of facility
 NHC (HQ) –
Kshs.50,000 pm
for 5tonne
capacity
 Kshs.150000
pm for 15tonne
capacity
 Kshs.1.45/kg
per 12 hours
 Depots
Kshs.25,000 pm
Kshs.1.00/kg up
to 3000 tonnes
 An additional
0.70cts will be
charged for
excess kilos
12
MARKETING SERVICES
ISSUANCE OF EXPORT REGISTRATION CERTIFICATE
New applicant
 Farm inspection report
from HCDA inspectors
 Duly Filled Export
registration certificate
Forms
 Company’s registration
certificate
 Certified Copy of ID or
passport for company
directors
 Work permit for foreign
directors
 Company PIN certificate
 Proof of source of
produce (individual &
contracted farmers
 packhouse inspection
Renewal of export
 Duly filled Renewal Export
registration certificate
registration certificate
Form
 Copy of expired
registration certificate
 Certified Copy of ID or
passport for company
Directors
 Valid Work permit for
foreign directors
 Evidence of paid up
export levy
 packhouse inspection
Issuance of export
 Exporter’s invoice
certificate at exit
 Copy of inspection
points
Certificate for mango and
avocado exporters from
HCDA inspectors
ARBITRATION
 Request/filed complaint
with HCDA
 Factual documentation
(invoices, contracts,
payment schedules,
delivery notes)
 Attendance of the
arbitration meetings.
The fee is
Ksh.5,000 for 1
year as per the
new legal
notice 190 of
2011
1working day
The fee is
Ksh.5,000 for 1
year as per the
new legal
notice 190
of 2011
1working day
30cts per kg of
produce
exported
15 minutes
Free
Start
arbitration
within 3
working days
on receipt of
the
complaint
13
DISSEMINATION OF
MARKET INFORMATION


Request from customer
Customer’s contacts
(physical address, postal
address, email,
telephone, fax)
Free
1day

SMS subscription
In real time
MARKET LINKAGES

Request from customer
For SMS
Kshs.5/above the
service
provider’s
premium rate
free
CAPACITY BUILDING

Request from customer
free
Start the
process 3 days
after the
request
2 weeks
14
Feedback Mechanism
To guarantee quality service, your feedback is vital! We have the
following mechanism for our customers to give necessary positive
or negative feedback.
o Customer suggestion boxes at all offices
o Customer care desks
We shall conduct comprehensive customer satisfaction surveys at
least once a year and respond to issues raised.
We guarantee confidentiality of all the information you give us. We
encourage our customers to identify themselves to enable us
respond to issues faster.
We will update this Service Delivery Charter every two years to
ensure that customer needs are taken care of.
Our Contacts
The Managing Director,
Horticultural Crops Development Authority,
P.O. Box 42601, 00100
NAIROBI
Telephone : 020- 2088469/2131560
Customer Care Desk:
Tel: 020 – 3597356
Email: [email protected]
15
NATIONAL NETWORK OF HCDA
NO.
STATION
LOCATION
ADDRESS
1.
Head Office
NHC, South
Airport Road,
opp. JKIA
P.O. Box
42601 –
00100
Nairobi
TEL/FA
X NO.
0202088469,
020-2131560
Marketing Office
EMAIL ADDRESS
[email protected]
[email protected]
[email protected],
[email protected]
Technical &
Advisory Services
[email protected]
[email protected]
2.
JKIA office
JKIA Cargo
Village Opp.
NAS
P.O. Box
42601 –
00100 Nairobi
020-827663
[email protected]
3.
Machakos Depot
Machakos town
next to show
ground
P.O. Box
044-20221
[email protected]
Kitui Town
DAO’s Office
c/o DAO’s
Office
044-23211
[email protected]
4.
Mwingi/Kitui
Station
1329
Machakos
P.O. Box 16
Kitui
5.
Nkubu Depot
Meru District,
Kariene
Shopping
Centre
P.O. Box 119
Meru
6.
Kitale Station
Kitale, TransNzoia Teachers
Co-operative
Plaza
c/o DALEO
Keiyo District,
DAO’s Office
c/o DAO
7.
Iten Station
[email protected]
054-31356
[email protected]
P.O.Box 1781
Kitale
[email protected]
P.O. Box 249,
Iten
8.
Yatta Depot
Machakos
District, Sofia
Shopping
Centre
P.O.Box 50,
Matuu
[email protected]
9.
Sagana Depot
Kirinyaga
District, Sagana
Town
P. O.Box 207
Sagana
[email protected]
10.
Taveta Station
Taita Taveta
District, Taveta
Town
P.O. Box 285
Taveta
[email protected]
11.
Kibwezi Depot
Makueni
District,
Kibwezi
P.O. Box 207,
Kibwezi
[email protected]
16
12.
13.
Kisumu Station
Eldoret Station
Kisumu
District, LBDA
Offices
c/o LBDA HQ
Eldoret Town,
KVDA Plaza
P.O.BOX 982
P.O.BOX
476-20500
057-2028078
[email protected]
053-2033458
[email protected]
050-22840
[email protected]
041-2228516
[email protected]
0163-48463
[email protected]
P.O. Box
1516 Kisumu
Eldoret
14.
Narok/Bomet
Station
Narok Town,
DAO’s Office
15.
Mombasa Station
Mombasa
Ambalal House,
4th Floor
16.
Mwea Depot
Kirinyaga
District, Mwea
Division,
Kimbimbi
Town
P.O.Box 322,
Wanguru
17.
Nyandarua Station
Shekainah
Building, next
to Police Station
33-20301
Miharati
[email protected]
18.
Kajiado Station
DAO’S
OFFICE
DAO Kajiado
P.O. Box 54
Kajiado
[email protected]
19.
Mogotio Station
Mogotio Town
100 M from
NakuruKabarnet Road
DAO
Mogotio
[email protected]
20.
Homabay Station
KOSFIP Office
DAO
[email protected]
Narok
P.O.Box
90273 –
80100
Mombasa
P.O. Box 293
Homabay
21.
Nakuru Station
Nakuru Town,
MOA Office
Soilo
P.O. Box 984,
Nakuru
[email protected]
22.
Marigat Station
Marigat Town,
Kiki Plaza
P.O.BOX 86,
Marigat
[email protected]
23.
Limuru Depot
Kiambu
District, Limuru
Division
P.O.Box
1265, Limuru
[email protected]
24.
Garissa Station
DAO’S Office
DAO Garissa
P.O. Box 38
Garissa
[email protected]
25.
Bungoma Station
DAO’S Office
DAO
Bungoma
[email protected]
P.O. Box 33
Bungoma
26.
Kisii Station
DAO MOA
Main Building
DAO Kisii
[email protected]
P.O. Box 52
Kisii
Formatted: Left, Tab stops: 0.22", Left +
3.15", Centered
17