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Service Charter

Service Charter

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CUSTOMER SERVICE DELIVERY CHARTER — AUGUST, 2026

MOTTO: “Enhancing Professionalism in Hydrology”

OUR VISION

A quality and robust hydrology practice and management.

OUR MISSION

To promote good governance in the regulation, oversight and coordination of the practice of hydrology.

CORE VALUES

  • Sustainable Development
  • Honesty and Integrity
  • Human Dignity
  • Teamwork and Focus on Results
  • Innovation
  • Participatory Approach

OUR MANDATE

  • Regulating, coordinating and overseeing the practice of hydrology in Kenya.
  • Promoting standards of professional competence and practice amongst hydrologists.
  • Certifying hydrological studies and reports for the design of hydraulic structures.
  • Coordinating research, investigations and surveys in the hydrological field.
  • Recognizing institutions that furnish a sufficient guarantee of academic knowledge of and practical experience in hydrology.
  • Collaborating with other bodies or organizations in development programs and facilities for advancement of hydrology and well-being of hydrologists.
  • Performing any other function that is incidental or consequential to its functions under the Hydrologists Act, 2017 or any other written law.

CLIENTS' OBLIGATIONS

  • Provide sufficient and accurate information to enable prompt response to requests.
  • Familiarize yourself with and adhere to the legal instruments governing the Board.
  • Conform to the Hydrologists Regulations and the Code of Conduct and Ethics for Hydrology Practice.
  • Support the Board’s developmental efforts in programs and activities.

OUR SERVICE COMMITMENTS

# Customer Support Service Customer Requirement(s) Cost Timeline
1 Response to phone calls Phone call Free 15 seconds
2 Response to enquiry by walk-in clients Walk in and make the enquiry Free 1 minute
3 Response to correspondence (Letters) Written correspondence Free 5 Working days
4 Response to correspondence (Email & Social Media) Email, Twitter, Facebook, YouTube Free 1 Working day
5 Response to public complaints & 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, Registration Certificate, PIN, Tax Compliance, Bank Statement, ID/Passport Free 14 Working days
8 Processing of tenders Submit bids for goods and services Free 90 Days
9 Notification of successful/unsuccessful bidders Access e-procurement portal for notification Free 1 Working day
10 Payment of goods and services received L.P.O / Invoice / Certificate of Completion Free 60 Days from receipt of invoice
11 Disposal of obsolete stores Submission of bids Free 60 days from advertisement date
12 Public participation in policy-making Familiarization with issues & active participation Free 1 day
13 Recruitment of staff Formal application based on advert Free 90 days
14 Processing of request for information Make a formal request for information Free 21 days
15 Website updating Visiting www.hydrologistsboard.go.ke Free Every 2 working days
16 Registration of Hydrology Professionals Duly filled application forms with attachments Prescribed fees in Regulations 30 days
17 Renewal of Annual Practicing Licenses Duly filled application forms with attachments Prescribed fees in Regulations 10 working days
18 Hydrologists Stamp Valid practicing license Prescribed fees in Regulations Within 5 Working days
19 Hydrologists ID Card Valid practicing license Prescribed fees in Regulations Within 1 month
20 Gazettement of licensed hydrology professionals Submission of all relevant documents Free By 31st Mar & 30th Sept annually
21 Stickers (Optional) Application & valid practicing license Prescribed fees in Regulations Within 2 working days
22 Replacement of Certificate / License / ID Application letter & supporting documents Prescribed fees in Regulations Within 5 working days
23 Search / Extract Fee (per folio) Filling of relevant forms Prescribed fees in Regulations Within 24 hours
24 Reinstatement Application letter & supporting documents Prescribed fees in Regulations Within 10 working days
25 Certification of hydrological reports Submission of hydrological reports Prescribed fees in Regulations Within 15 working days
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Download Customer Service Delivery Charter. English 2026 (272.27 KB)