Client and Customer Service Charter for the Ministry of Finance, Economic Planning and Development
| Services Rendered | Client Requirements | User Charges (K) | Time lines |
|---|---|---|---|
| • Reception service • Switchboard | Cooperation from clients | Free | 5 minutes Ringing not more than 5 times |
| Provision of public relations services | Appointment, letter, call, questionnaire | Free | |
| Provision of feedback to clients (correspondence) | Relevant documents | Free | 5 to 10 working days |
| Provision of technical and policy advice on; • Long and medium term national development strategies • Monitoring and Evaluation • National Budget • Public enterprises’ financial compliance • Internal Audit • Best practices on donor financing • Population • Financial sector • Pension • Public Sector Investment • National Social Support Programmes • Financial Management | Appointment, letter, call | Free | 2 hours to 5 working days |
| Provision of information and data on; • Government Finance Statistics • Budget and Expenditure • Fiscal framework • Macroeconomic and social data • National Development Strategy /Reviews • Risk management and internal controls • Public Expenditure Reviews • National annual food security forecast • Monitoring and Evaluation • Public Sector Investment | Formal letter, email, phone call | Free | 1 working day |
| Response to client and service providers on; • Payments • Complaints | All valid documents | Free | 5 working days |
| Provision of Financial Services • Payment of salaries • Payment of pensions • Payment of gratuities • Opening of bank accounts for MDAs • Processing payments for MDAs • Submission of Financial Statements Resolution of IFMIS problems | All relevant documents All relevant documents All relevant documents None | Free Free Free Free Free Free | 27th of every month 14th of every month 6 months 3 days 3 days 31st of October every financial year 5 working days |
| Provision of budget ceilings to MDAs | None | Free | End of February |
| Provision of funding to MDAs • Pensions • ORT • Personal Emoluments Development part 2 | Cash flows | Free | 10th of every month 15th of every month 15th of every month 15th of every month |
| Processing of virement warrants | Virement application | Free | 10 working days |
| Project appraisal | Project proposal | Free | 20 working days |
| Processing of donor funds withdrawal applications from MDAs | Application forms | Free | 5 working days |
| Process payments instruction for external loans | Bills | Free | 5 working days before due date |
| Provision of the Economic and Fiscal Policy Statement | None | Free | 1st April |
| Provision of budget documents • Budget statement • Economic report • Financial statement • Output Based/Programme Based • Detailed budget | None | Free Free Free Free Free | May May May May May |
| Processing of concessions | Application letter | Free | 5 working days |
| Provision of notification of arrival for technical assistants | Application letter | Free | 2 working days |
| Processing of applications for work permits | Application letter | Free | 2 working days |