JKIA Service Charter Governance Framework

Transcription

1 JKIA Service Charter Governance Framework 1

2 Overview 1. Service Charter 2. Challenges 3. Objectives 4. JKIA Customer Journey 5. Service Quality Commitments 6. Our Set Targets 7. Governance Structure 8. Meeting Plan 2

3 Introduction The JKIA Service Charter acts as a public commitment to the customer on the level and quality of service. Shall be supported by a Customer Service Improvement Plan (CSIP) for implementation within 100 days. Establish a permanent framework for coordination of all airport stakeholders that binds them under one airport one team and under the administrative management of KAA 3

4 Objectives The core purpose of the JKIA Service Charter is ; implementation of the government directive that KAA MD administers all government agencies at JKIA. establish and execute customer service improvement action and service standards. Improve the customer service experience. Establish service quality standards and service quality commitments with all service providers and State Agencies in order to deliver improved customer experience at the airport. 4

5 The Customer Journey 5

6 Challenges Lack of coordination among airport agencies in passenger facilitation Delays and long queues during peak hours at security screening, immigration and Customs Corruption and unethical practices including customer extortion Poor way-finding and signage Absence of shared customer service standards Unreliability of basic utilities including water, electricity, air conditioning and internet Traffic congestion during peak periods at the airport Illegal passenger facilitators, taxi and tour operators Poor transfer framework for inter-terminal transit 6

7 Customer Journey Mapping - Arrival 7

8 Customer Journey Mapping - Departure 8

9 Customer Journey - Transfer 9

10 Our Performance targets 10

11 Service Quality Commitments Service Quality Commitments and Performance Targets are adopted and derived from; Customer feedback on key service gaps impacting the customer experience at JKIA. Service targets inputs from key government agencies and service providers at JKIA. Airport Council International (ACI) s quarterly Airport Service Quality (ASQ) Global Benchmarking Survey 11

12 Our Commitments 12

13 Our Performance Targets

14 Our Performance Targets -2 14

15 Our Performance Targets-3 15

16 Governance Structure 16

17 Operational Tactical Strategic Charter Governance Structure QUATERLY MEETING Chair MD KAA, Members All Heads of Government Agencies, MONTHLY MEETING Chair KAA GM Marketing Members KAA GMs (WG Chairs), All Heads of JKIA Agencies WEEKLY MEETINGS Chair JKIA Airport Manager Members, Heads of JKIA agencies, AOC, KQ Governanc e Board Steering Committee Operations Committee DAILY WG SESSIONS KAA WG Team Leaders, JKIA agencies, AOC, and KAA teams Facilities Working Group Security Working Group Customer Experience Working Group Transport Working Group 17

18 Service Charter Governance Board Chief Executive Officer/Managing Director, KAA (CHAIR) Commissioner General, Kenya Revenue Authority Director General, Department of Immigration Services Inspector General, National Police Service Director Public Health, Port Health Services Managing Director, Kenya Plant Health Inspectorate Service Tourism Secretary, Tourism Department, Ministry of Tourism 18

19 Steering Committee Members Members : KAA GM Marketing & BD GM Operations & Safety GM Security Services Corporation Secretary GM ICT AM JKIA Alternate GMs GM HRD GM Finance GM Engineering Head of Corporate Planning Members: State Agencies/Service providers KAPU Commandant FCIO KAPU Deputy Commissioner Nairobi Customs Region Ass. Director Immigration Services, JKIA, Maurice Ayanda Tourism Secretary Principal Utalii College Port Health KEPHIS- Officer in Charge, Eric Were KTF Chairman 19

20 Operations Committee Members Members : KAA CHAIR - Airport Manager JKIA Customer Service Manager Manager Retail and Concessions Airport Engineer Manager Security Services, JKIA KAA Training Manager Participatory WG Chairs/Alternates GM Marketing & BD GM Operations & Safety GM Security Services Corporation Secretary Manager Security Services, JKIA Alternate GMs Members: State Agencies /CSPs OCPD, JKIA DCIO, JKIA KRA- Manager JKIA Passengers Terminals Principal Immigration Officer, Mathai Mirimiri Tourism Secretary, Ministry of Tourism AOC Chairman KQ, Director Ground Services KTF Rep KEPHIS, Deborah Shituvi Port Health 20

21 Operational Working Groups -1 Work Group 1 Customer Experience CHAIR: Corporation Secretary Team Leader- KAA GM HRD KAA Training Manager KAA Corporate Communications KAA Brand Manager Ass Director Immigration Services, Jane Kanyoro KRA - Supervisor JKIA Passenger Terminals, Winfred K. Kinyua SOC, KAPU Port Health KEPHIS Senior Inspector, Roseline Njeri AOC Work Group 2 - Security CHAIR: GM Security Team Leader - OCS, JKIA DEP. DCIO, JKIA Principal Immigration Officer, F. Kavoi KRA -Supervisor Operations JKIA Passenger Terminals, Fredrick Obat Port Health EACC Observers 21

22 Operational Working Groups - 2 Work Group 3 - Utilities CHAIR: GM ICT Team Leader KAA Engineering KAA ICT Member KAA Technicians KAA House Keeping KAA Product Marketing KAA/JKIA Procurement Work Group 4 : Maintenance CHAIR: GM Operations & Safety Team Leader Airport Engineers KAA GFS KAA House Keeping KAA Procurement Manager JKIA KAA Safety Work Group 5 - Transport CHAIR: GM MBD Team leader- Manager Retail & Concessions KAA Brand Manager KAA Marketing Coordinator, JKIA KAA Airport Eng. KAA GFS KAA Safety SOT, KAPU KAA Corp. Communications KAA Security KAPS 22

23 Meeting Calendar Jan-18 Sunday Monday Tuesday Wednesday Thursday Friday Saturday Feb-18 Sunday Monday Tuesday Wednesday Thursday Friday Saturday Governing Board (GB) takes place once every 3 months (Quarterly) Steering Committee (SC) takes place every Month Operations Committee (OC) takes place every week Working Groups meet daily, weekly on needs basis to feed into the OC and Management Meeting 23

24 Meeting Calendar-2 Mar-18 Sunday Monday Tuesday Wednesday Thursday Friday Saturday ` Legend Meetings Service Charter Launch Town Hall Board Update Governance Board Code Apr-18 Sunday Monday Tuesday Wednesday Thursday Friday Saturday Steering Comitteee Operations Committee Operations Work Groups Stakeholder meetings Management Meetings

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