Citizens' Service Delivery Charter
Our Promise to You
Service Delivery Charter
The University's Citizens' Service Delivery Charter, in English and Kiswahili — what to expect, what it costs, and how long it takes.
Service Standards
| No. | Services / Goods | Client Requirements | Cost | Timelines |
|---|---|---|---|---|
| 1 | Students Admission. | Fulfil admission requirements. Fill and submit application forms downloaded from www.tum.ac.ke OR complete the online application. | Application fee: PhD KSh. 3,000/-; Masters KSh. 2,000/-; Bachelors KSh. 1,500/-; Diploma and Certificate KSh. 1,000/-; Short Course KSh. 500/- | Provisional admission shall be issued within one day and confirmation within one month. |
| 2 | Course unit registration. | Register in the appropriate Student Management Information System (SMIS) provided. | Payment of requisite fees. | Within the first three weeks of the Semester. |
| 3 | Inter/Intra School transfer. | Fulfil minimum course requirements. | KSh. 1000/- | Within the first three weeks of the Semester. |
| 4 | Student Examination. | 100% fee clearance. Must be registered in the SMIS. Students' ID and appropriate identification documents. | Payment of 100% specified Semester fee. | Administered at the end of every semester. |
| 5 | Release of examination results. | Must have registered for the course units and sat for the examination. | Nil. | 45 days after the last examination paper. |
| 6 | Graduation. | Successfully met the minimum programme requirements. | Specified fee. | As per the academic calendar. |
| 7 | Issue of Academic Certificates and transcripts. | Clearance certificate. | Nil. | Within 20 working days after graduation. |
| 8 | Certification of Academic Documents. | Original Academic document plus photocopies of the same. | KSh. 1000/= per certification. | 4 Hours. |
| 9 | Replacement of lost Academic Transcripts. | Police Abstract and Affidavit. Copy of National Identity Card. | KSh. 1000/= per transcript. | 7 working days. |
| 10 | Supervision of Students' attachment. | As per the industrial attachment policy. | Payment of requisite fees. | Within 8 weeks. |
| 11 | Supervision of Students' undergraduate projects. | As per the approved curriculum. | Nil. | Project supervision and examination should be completed before the final examination. |
| 12 | Supervision of Postgraduate Research and Thesis. | Submission of research project and thesis by a student. | Payment of requisite fees. | Programme time duration. |
Cross-Cutting Service Delivery Standards
| S/No. | Service(s) | Customer Requirement(s) | Charges | Timelines |
|---|---|---|---|---|
| 1 | Response to phone calls during official hours (Landlines or any other official line). | Phone call | Free | 15 Seconds |
| 2 | Response to enquiry by walk-in clients during official hours | Walk-in and make the enquiry | Free | 1 Minute |
| 3 | Response to correspondence — Written Correspondence (letters) | Written Correspondence (letters) | Free | 5 Working Days |
| 4 | Response to correspondence — Email and social media (Twitter, Facebook & YouTube) | Email and social media (Twitter, Facebook & YouTube) | Free | 1 Working Day |
| 5 | Response to public complaints and grievances | Make a Complaint | Free | 1 Working Day |
| 6 | Resolution of complaints | Make a Verbal or Written complaint | Free | 14 Working Days |
| 7 | Registration of suppliers | Duly filled application form, Company profile, Certificate of Incorporation/Registration, Pin Certificate, Valid Tax Compliance Certificate/Exemptions, Original Bank statement, Copy of Certificate of Registration with relevant regulatory bodies, non-refundable fee Payment receipt, copy of annual return forms filled by Company registry, National ID/Passport | Free | 14 working Days |
| 8 | Processing of Tenders | Submit bids for goods and services | Free | 90 Days |
| 9 | Notification of Successful and unsuccessful bidders | Access e-Procurement portal for notification | Free | 1 Working Day |
| 10 | Payment for goods and services received | Local Purchase Order (LPO)/Invoice/Certificate of Completion/Goods/Services received | Free | 60 Days from the date of receipt of invoice |
| 11 | Disposal of obsolete stores | Submission of bids | Free | 60 Days from the date of advertisement |
| 12 | Public participation in policy making process | Familiarization with issues and active participation | Free | 1 Day |
| 13 | Recruitment of staff | Make formal application based on the advert | Free | 90 Days |
| 14 | Processing request for information | Make request for information | Free | 21 Days |
Viwango vya Huduma
| Na. | Huduma / Bidhaa | Mahitaji ya Wateja | Ada | Muda |
|---|---|---|---|---|
| 1 | Usajili wa wanafunzi | Jaza mahitaji ya usajili. Jaza na kuwasilisha fomu iliyopakuliwa kutoka tovuti ya www.tum.ac.ke | Ada ya maombi: Shahada ya uzamifu KSh. 3,000/-; Shahada ya uzamili KSh. 2,000/-; Shahada KSh. 1,500/-; Stashahada na Astashahada KSh. 1,000/-; Kozi fupi KSh. 500/- | Barua ya awali ya kujiunga na chuo itatolewa papo hapo. Barua rasmi ya kujiunga na chuo itapatikana kwenye tovuti (www.tum.ac.ke) wiki moja baada ya fomu ya maombi ya kujiunga na chuo kupokelewa. |
| 2 | Usajili wa Kozi | Kujiandikisha katika mifumo ifaayo ya usimamizi ya wanafunzi inayotolewa. | Malipo 100% ya ada zinazohitajika. | Ndani ya wiki tatu za kwanza za muhula. |
| 3 | Uhamisho wa kati/ndani ya shule | Jaza fomu ya uhamisho kati/nani ya shule. Timiza mahitaji ya chini ya kozi. | KSh. 1,000/- | Ndani ya wiki tatu za wanza za muhula. |
| 4 | Mtihani wa Mwanafunzi | Malipo 100% ya ada. Kitambulisho cha mtihani. Kitambulisho cha mwanafunzi. Kitambulisho cha Serikali. | Malipo 100% ya ada ya muhula. | Kutekelezwa kila mwisho wa muhula. |
| 5 | Kutolewa kwa matokeo ya mtihani na manukuu ya matokeo ya mitihani. | Kujiandikisha katika mifumo ifaayo ya usimamizi ya wanafunzi inayotolewa. | Bure | Siku 45 baada ya kufanya mtihani wa mwisho. |
| 6 | Kuhitimu | Kidhi mahitaji ya chini ya programu. Cheti cha kumaliza. | Ada maalumu. | Kulingana na kalenda ya kitaaluma. |
| 7 | Kutolewa kwa vyeti vya kitaaluma na nakala | Cheti cha kibali. | Bure | Ndani ya siku ishirini za kazi baada ya kuhitimu. |
| 8 | Uthibitisho wa hati za kitaaluma | Hati asili za kitaaluma pamoja na nakala za nakala sawa. | KSh. 1000/= kwa uthibitisho. | Masaa manne. |
| 9 | Badala ya nakala za kitaaluma zilizopotea | Muhtasari wa polisi na hati ya kiapo. Nakala ya kitambulisho cha kitaifa. | KSh. 1000/= kwa nakala. | Siku saba za kazi. |
| 10 | Usimamizi wa kiambatisho cha wanafunzi | Kwa mujibu wa sera za viwanda wa chuo. | Malipo ya ada zinazohitajika. | Ndani ya wiki nane. |
| 11 | Usimamizi wa miradi ya wanafunzi wa shahada ya kwanza | Kwa mujibu wa mtaala ulioidhinishwa. | Hakuna. | Usimamizi wa uchunguzi wa mradi ukamilike kabla ya mtihani wa mwisho. |
| 12 | Usimamizi wa utafiti na tasnifu ya baada ya kuhitimu | Uwasilishaji wa mradi wa utafiti na mwanafunzi. | Malipo ya ada zinazohitajika. | Muda wa programu. |
Mkataba wa Utoaji Huduma — Masuala Mtambuka
| Na. | Huduma | Mahitaji ya Mteja | Ada | Muda wa Utekelezaji |
|---|---|---|---|---|
| 1 | Kujibu simu wakati wa saa za kazi (Simu za mezani au laini nyingine rasmi) | Kupiga simu | Bure | Sekunde kumi na tano (15) |
| 2 | Kujibu (ma)swali ya wateja wanaokuja ofisini wakati wa saa za kazi | Kutembelea na kuuliza (ma)swali | Bure | Dakika Moja (1) |
| 3 | Kujibu mawasiliano — Mawasiliano yaliyoandikwa (barua) | Mawasiliano yaliyoandikwa (barua) | Bure | Siku tano (5) za kazi |
| 4 | Kujibu mawasiliano — Barua pepe na mitandao ya kijamii (X, Facebook & YouTube) | Barua pepe na mitandao ya kijamii (X, Facebook & YouTube) | Bure | Siku moja (1) ya kazi |
| 5 | Kujibu malalamiko ya umma | Tuma (ma)lalamiko | Bure | Siku moja (1) ya kazi |
| 6 | Kutatua malalamiko | Fanya/Tuma lalamiko la mdomo au andishi | Bure | Siku kumi na nne (14) za kazi |
| 7 | Kusajili wauzaji | Fomu ya maombi iliyojazwa ipasavyo. Wasifu wa kampuni. Cheti cha usajili/ingilizi. Cheti cha PIN. Cheti halali cha utii wa kodi/msamaha. Taarifa ya benki asili. Nakala ya Cheti cha Usajili na taasisi husika za udhibiti. Risiti ya malipo ya ada isiyorudishwa. Nakala ya fomu za kila mwaka zilizojazwa na usajili wa kampuni. Kitambulisho cha kitaifa/pasipoti. | Bure | Siku kumi na nne (14) za kazi |
| 8 | Usindikaji wa zabuni | Wasilisha zabuni za bidhaa na huduma | Bure | Siku tisini (90) |
| 9 | Arifa za wateja wa zabuni waliofanikiwa na wasiofanikiwa | Fikia mlango wa mtandao wa ununuzi wa kielektroniki kwenye tovuti ya Chuo Kikuu cha Teknolojia cha Mombasa kwa ajili ya taarifa. | Bure | Siku moja (1) ya kazi |
| 10 | Malipo ya bidhaa na huduma zilizopokelewa | Hati ya Ununuzi/Hati ya Madai (Ankara), Cheti cha Kukamilisha Kazi/Bidhaa/Huduma zilizopokelewa | Bure | Siku sitini (60) tangu tarehe ya kupokea ankara |
| 11 | Udondoshaji wa mali zisizotumika | Wasilisha zabuni | Bure | Siku sitini (60) kutoka tarehe ya tangazo |
| 12 | Ushiriki wa umma katika mchakato wa kutunga sera | Kujifahamisha na masuala na ushiriki hai | Bure | Siku moja (1) ya kazi |
| 13 | Kuajiri wafanyakazi | Tuma maombi rasmi kulingana na tangazo | Bure | Siku tisini (90) |
| 14 | Usindikaji ombi la habari/maelezo | Wasilisha ombi la habari/maelezo | Bure | Siku ishirini na moja (21) |
Watch
The Charter, explained
We are committed to courtesy and excellence in service delivery
Any service rendered that does not conform to the standards in this Charter should be reported to:
The Vice-Chancellor
Technical University of Mombasa
P.O. Box 90420-80100, Mombasa
Tel: +254 41 2492222
Email: info@tum.ac.ke
Commission on Administration of Justice
2nd Floor, West End Towers, Waiyaki Way, Nairobi
P.O. Box 20414-00200, Nairobi
Tel: +254 (0)20-2270000 / 2303000
Email: complain@ombudsman.go.ke