Introduction
S.L.A is a service contract that is
suppose to cover the kind of service, the availability, the amount to
be paid, and the conditions under which refunds are made to the
client among other conditions.
As the name suggests, this is an
agreement strictly on service, affected industries are the likes of
Medical services, Amenities supply (Water, electricity, gas etc),
telecommunication (voice and data), transport(road, rail and air),
media(visual and audio), learning institutions, cloud computing and
others. Employees also fall into this category since they are
expected to provide a certain kind and level of service hence sign a
kind of S.L.A at recruitment stage or when ranks change.
We shall tackle keys areas that have
hitches in Kenya:
- Medical services
This is a service that the
community cannot do without and hence expected to be given priority
by the government. NHIF(National Hospital Insurance
Fund)...REALY!!!!?????? I don't know where to start because the
people running this institution are a couple of nincompoops that
think it is their time to eat!! The so called long arm of the law
seems to have being 'folded'. Listen here politicians, Kenyans
don't need a political stand on this matter!!!!! All the
contracts to be cancelled immediately, the money paid back and
'people' to go to jail. This is a serious case bwana Public
Prosecutor. And yes, watu
wafutwe kazi!!!!!!!
- Amenities supply
Water supply
and Electricity supply.... Hehehe! (These institutions are managed by
couple of nut-case people) These guys put up an Ad on the Daily news
papers and think that is enough. Kenyans have had it rough, how do
you explain to a company that has subscribe to a power & lighting
company for electricity and then the supplier just post an
announcement that there will be interruption of Electricity. How does
that help the company to dig deep in their pockets to fund another
mode of getting electricity? The same to water supply. Kenyans need
to see the contracts and must cover the way of compensating clients.
- Transport industry
Taking kenya
public transport is like gambling in a casino, the fare rises with
every raindrop, due destination changes with the operator's liking,
and the string of insults. Now that the transport industry, more so
the road has saccos to run the business nothing much has changed.
- Telecommunication
The
likes of safaricom, Airtel, Yu, Orange, Zuku among others being the
so called giants in both voice and data service providers. Need to
make their S.L.A public and the ministry incharge of information to
bargain for we the clients. CCK the sleeping commission should either
be disbanded or new blood be brought to handle the industry.
- Learning institutions
kenya has over 6 public universities that were established by an Act
of government to train professionals at various fields. The
universities still run as if are village and don't care what happens
when one has graduated and what the market wants. I am one of those
who went through a public university and soon after graduation felt
the pinch. There is a body called JAB (Joint Admission Board) that
selects students from across the country who attained a certain
threshold to join the universities to purse a certain career path.
Remember JAB is a government institution, and another group known as
ERB(Engineering Registration Board) which like public universities
was established by an Act of parliament. The two JAB and ERB cannot
sit down together with the public universities and agree on the way
to solve their issues???!!
A student receives a letter from JAB to attend a certain University
to do an engineering course and even receives forms from HELB to
access the loans for his/her studies. The student takes 5years in the
institution and clears all the course work and even practicals and
finally Graduates. The parents and friends are very happy of the
determination of the student and great expectations are now on the
shoulders of the 'graduate'. Harsh reality checks when they start
applying for jobs where all the conditions are the
course must be accredited by ERB and
the HELB fellows are behind their back with threatening emails and
physical letters asking for repayment of loan.
The
government should step in and take action. The public universities,
JAB and ERB have failed in their service provisions to Kenyans and
Kenya needs a fresh.
Conclusion
When an individual or a company
incurs heavy costs to subscribes to a service then the supplier has
no option but to make the services flow throughout as stipulated by
the contract signed. Otherwise interruption of the services means a
breach of contract and hence clients must be refunded for the extra
cost or loss of business.
Kenya has the worst service delivery
considering it calls itself 'the superpower' of Eastern and Central
Africa. Apart from all government workers and employees signing S.L.A
(performance contracts) kenya needs to see more S.L.A signed by all
the players of the service industries and the agreements made public.
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