| MUNICIPAL COUNCIL OF MOMBASA | |
| CITIZENS SERVICE DELIVERY CHARTER | |
| In a bid to create a positive image change, the Municipal Council of Mombasa in partnership with its’ stakeholders is committed to provide high quality social and physical infrastructure services to its clients with dignity, professionalism, integrity, respect and courtesy. | |
| VISION | |
| To be the leading Local Authority in service provision through harnessing the social-economic and cultural values that will make the city a world class Holiday destination and Commercial Hub of Africa | |
| MISSION | |
| To provide efficient, effective and sustainable services within urban economy to enhance social economic empowerment | |
| MANDATE | |
| Ø Provision of efficient and effective services to the residents of Mombasa | |
| Ø Creation of an enabling socio – economic, clean, healthy and secure environment | |
| Ø Development and maintenance of functional infrastructure | |
| Ø Promotion of corporate governance | |
| Ø Enhance Public – private Partnership | |
| Service Rendered | Requirements | User Charges (Ksh) | Time Line | |
| 1. Enquiries – Customer Care Desk | None | Free | immediately | |
| 2. Public complain resolution Response to official correspondence | · Verbal Complaint | None None | Ø Immediately | |
| · Official Written Complaint | Ø Average 14 days | |
| · Written Correspondence | Ø7 days | |
| 3. Payment for any Council services | · Single Business Permit (SBP) | As per the fees and charges | 30 Minutes | |
| · Previous SBP | |
| · Land/Plot rates – Plot number | |
| · Matatu Levy – previous sticker/Previous receipts | |
| · House rents – previous receipts | |
| · Burial fee – Death certificate | |
| · Advertisement - None | |
| 4. Admission in schools | | | | |
| · Nursery | · Birth certificate/ Baptismal certificate | 100 /- | 5 Minutes | |
| · Primary Schools | · Vaccination card | Free | 5 Minutes | |
| · Nursery school certificate | |
| · Birth certificate | |
| 5. Provision of clean & quality health facilities | Card | Free | 30 minutes | |
| · Immunizations | |
| · Maternal antenatal clinic | Card | Free | 30 minutes | |
| 6. Environment | | | | |
| · Garbage collections | | Free | 24 hours | |
| · Emptying of litter bins | | Free | 2 hours | |
| · Markets & street cleaning | | Free | 12 hours | |
| · Maintenance of Council cemetery and graves | | Free | 24 hours | |
| 7. Roads maintenance and street lighting | None | Free | Periodically | |
| 8. Provision of ambulance services | Request call | 800/- | 20 minutes | |
| · Island | |
| 1,200/- | 20 minutes | |
| · Mainland | |
| 9. Provision of Hearse services | Distress call | 600/- (after service delivery) | 20 minutes | |
| · Island | |
| · Mainland | |
| 800/- (after service delivery) | 20 minutes | |
| 10. Fire protection measures | Official written request | 3,000/- | 1 day | |
| 11. Fire fighting | Distress call | 1,000/-(after service delivery) | Max. 30 minutes response | |
| · Foam utilization | |
| · water utilization | |
| 780/- (after service delivery) | Max. 30 minutes response | |
| 12. Cleaning of Markets | None | Free | Daily | |
| 13. Maintenance & security of recreational parks | None | Free | 24 hours | |
| 14. Provision of : · Sports stadium | Official written request | Athletics 4,500/- | | |
| Local matches 1,660/- | |
| National matches 3,360/- | |
| | |
| · Social halls | | ½ day 2000/- | | |
| Full day 4,000/- | |
| 15. Approval of building plans: | Copy of title deed Rates clearance certificate Drawing design done by a registered architect/structural engineer (for more than 2 floors) | 15,000/- | 30 days | |
| · Single storey & double storey | |
| · Multi – storey | 25,000/- | |
| 16. Issuance of occupational certificate | Licensed plumbers certificate Copy of approved plan | 3,500/- | 3 days | |
| Treatment of malaria, TB, HIV /AIDS and epidemics is free | |
