@Gakuru

Find below an extract of the original mail I wrote some months ago

Visiting the CCK site leaves few surprises. If you want to complain, the consumer section (http://www.cck.go.ke/consumer_center/) takes you to a link to file a complaint (http://www.cck.go.ke/consumer_center/). This particular and typical implementation of e-government unsurprisingly expects you to

  1. Download the form (a PDF)
  2. Fill it in (it is not even a PDF form. You'll have to fill it in by hand/typerwiter)
  3. Post it to CCK at your cost
Presumably, someone at CCK will
  1. Collect all these forms
  2. Open and key them in somewhere (assuming there is a database of sorts for this sort of thing)
  3. Take action
  4. Respond to the complainant upon resolution
It is also not clear how to track the status of complaints while being addressed

In this era of real time cheque clearing, electronic payment and broadband internet such a token attempt at customer service boggles the mind.

It is in everyone's best interests, including the CCK to completely automate this procedure. This should be something done completely online Users would then:
  1. Browse to the complaint section
  2. Enter their information (In my dream world one day all goverment databases will be integrated so I can just provide my PIN)
  3. Select from a list of providers (Currently I have to do extra work to find out the provider's details)
  4. Select from the type of complaints
  5. Provide commentary and upload supporting documents
  6. Be assigned a case number that they can use as a reference to track status online
  7. Be able to browse providers by complaints -- suitably anonymized, perhaps just the complaint types and unsettled issues and make informed decisions
  8. Providers can even be granted logins to the portal or the data can be sent to them via email or RSS for action
  9. Be able to get some metrics (both from CCK as well as end user perspectives) as to
    1. How quickly providers close issues
    2. Which providers are complained about the most
    3. What are the most common complaints across providers
    4. Which sector raises the most issues
    5. etc

NB: CCK BTW has since put in place an online complaint form but still expects too much information from the consumer that the regulator already has

Perhaps this can be used as a basis for a system to help consumers, prividers and the CCK deliver better service and monitor customer satisfaction, operator performance and regulatory performance. It is in EVERYONE's best interests for such a system to be in place


On Tue, Dec 15, 2009 at 10:11 AM, Gakuru Alex <alexgakuru.lists@gmail.com> wrote:
Based on Conrad's below suggestions, I went further and in fact
proposed CCK implements an all-service-providers complaints forwarding
system under their umbrella.

The purpose of the system would be to
a) make it easier for consumer to lodge complaints ( bearing in mind
most of the 18 million mobile users without (3.6 million) internet
access only know '100' exists...
b) cck to monitor most-complained about providers
c) providers to know they are under a watchful eye
d) to track SPs' response times

These and many other comments.....


On Tue, Dec 15, 2009 at 9:52 AM, Rad! <conradakunga@gmail.com> wrote:
> I had addressed this very issue at a small presentation I made about
> e-government.
>
> The current mechanism is almost useless because there is no way for you to
>
> Know if your complaint has been received
> Know what action is being taken with regards to your complaint
> Know the status of the action being taken
> Know whether or not it has been resolved, and the outcome
> Get a reference number for follow up via other means (phone, fax, etc)
>
> On Tue, Dec 15, 2009 at 9:14 AM, Kathu <ckathu@gmail.com> wrote:
>>
>> hi all,
>>
>> With regards to complaining about communication products and services....
>> http://www.cck.go.ke/how_to_file_a_complaint/  or email
>> chukuahatua@cck.go.ke with details of your complaint.
>>
>> Kathu
>>
>> On Tue, Dec 15, 2009 at 9:02 AM, Kathu <ckathu@gmail.com> wrote:
>>>
>>> @ Rad....with regards to Number portability a  Request for Proposals for
>>> the Installation, Commissioning and Management of Service Provider Number
>>> Portability (SPNP) in Kenya was done. check out www.cck.go.ke  under
>>> tenders....I believe that you could also download the tender document to
>>> view the actual request for proposal
>>>
>>> Kathu
>
>
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