Service Delivery Charter
A Promise of Quality, Courtesy & Accountability
This Service Delivery Charter is our public commitment to the standard of service every trainee, parent, employer and stakeholder can expect when dealing with Bushiangala Technical Training Institute. We are bound by the Public Service (Values and Principles) Act, the Constitution of Kenya 2010, and the policies of the Ministry of Education.
🎯 Our Mandate
To provide quality Technical and Vocational Education and Training (TVET) leading to Level 3, 4, 5 and 6 qualifications recognised by the Ministry of Education.
🔭 Our Vision
To be a centre of excellence in scientific and technical skills training for socio-economic development.
⚖️ Core Values
Integrity · Professionalism · Innovation · Teamwork · Customer focus · Accountability
What You Can Expect From Us
The services we deliver, the standards we hold ourselves to, applicable charges and turnaround times.
| Service Offered | Standard / Requirement | Charges (KSh) | Duration |
|---|---|---|---|
| 1. Provision of admission information | Accurate, courteous responses to enquiries | Free | Same working day |
| 2. Processing of admission application | Receipt acknowledgement and review | KSh 500 (non-refundable) | 7 working days |
| 3. Issuance of admission letter | Subject to merit and availability of space | Free | 14 working days after application closure |
| 4. Reporting & registration of new trainees | Smooth orientation & registration process | As per fee structure | Within reporting week |
| 5. Processing of student ID | After completion of admission process | KSh 500 | Within one month after opening day |
| 6. Posting of training timetable on notice board | Made available to all trainees | Free | Within 5 days after reporting |
| 7. Conducting CBET / Internal assessment | In line with TVET CDACC standards | As per fee policy | As per academic schedule |
| 8. External examinations | Administered per TVET CDACC / NITA | As per examining body | As per body schedule |
| 9. Industrial attachment placement | Linkage with reputable industry partners | Free | 3 months per programme cycle |
| 10. Graduation & issuance of certificates | On completion of all requirements | As per examining body | Annual graduation ceremony |
| 11. Responding to general enquiries (phone / email) | Courteous, professional response | Free | 24 hours |
| 12. Responding to written correspondence | Written reply | Free | 7 working days |
| 13. Guiding & counselling services | Confidential & impartial | Free | On demand during working hours |
| 14. Library services | Open access to learning resources | Free for registered trainees | Mon–Fri 8:00am – 5:00pm |
| 15. Settling supplier invoices | Subject to LPO compliance | — | 30 days |
| 16. Addressing complaints | Fair, prompt resolution | Free | 14 working days |
Your Obligations to Us
For us to serve you better, we ask that you observe the following:
Treat our staff with courtesy and respect at all times.
Provide accurate and complete information when applying for our services.
Adhere to the institute’s rules, regulations and code of conduct.
Meet the deadlines set for fee payment, registration and assignments.
Pay all approved fees promptly and through the official channels.
Provide feedback that helps us improve our service delivery.
Report any complaints, suggestions or concerns through approved channels.
Refrain from offering / accepting bribes or any form of corruption.
Citizen Service Charter — Read & Listen
Available in English and Kiswahili. Tap the audio players to listen to the full charter narrated, or view the document image below.
🇬🇧 English Service Charter
🇰🇪 Mkataba wa Huduma (Kiswahili)
Not Satisfied With Our Service?
Any service or commodity rendered that does not conform to the above standards should be reported to: