During the University Library Department’s 16th Annual General Meeting held on September 30, 2024, members of staff were sensitised on the department's revised Citizen Service Delivery Charter. This exercise was a key agenda item, aimed at familiarising staff with the revised charter and emphasising its importance following a successful revision.
The need to revise the department’s Citizen Service Delivery Charter was commissioned by University Librarian Mrs.Janegrace Kinyanjui during the department’s 15th Annual General Meeting on February 9, 2024. The revision was coordinated by the office of the Assistant Librarian in charge of Library Technical Services. The exercise,according to the University Librarian was deemed significant due to the tremendous changes and developments in the University Library's services over the past decade.
The revised University Library Citizen Service Delivery Charter includes updates in key areas of library service development, such as the acquisition and dissemination of electronic reading and research materials, the digitisation of research outputs from academic departments, the survey and appraisal of university records, access to university archival records, and the procedures for scanning, printing, and reprographic services.
The theme of the University Library Citizen Service Delivery Charter is: “Expediting Access to Information for Learning, Research, and Other Academic Activities by Constantly Updating Resources, Improving Personal Skills in Library and Information Services, and Participating in National, Regional, and International Information Networks.”
Citizen Service Delivery Charters are published agreements between the public and respective organisations that outline expectations and standards for service and product delivery. These charters were inspired and popularised by ISO 9001, a global body promoting Quality Management Systems. Key components of a Citizen Service Delivery Charter include detailed descriptions of services, requirements for service delivery, specifications of any fees associated with the service, and the time frame for delivery.
