UoN Staff Urged to Renew Commitment to Excellent Service
The University of Nairobi has renewed its commitment to providing quality services following a virtual sensitization session on the Reviewed Service Delivery Charter 2026, held on June 18, 2026.
The session brought together members of staff from across the University to learn about the revised Charter and strengthen their skills in customer service and data protection.
Speaking during the session, the Vice-Chancellor, Prof. Ayub Gitau, called on staff to renew their commitment to serving the University community. He noted that low morale, reduced productivity, and treating University work as a side job affect the quality of services offered.
Prof. Gitau reminded staff that customer service is not an extra duty but part of everyone's daily work. He encouraged all employees to serve students, parents, alumni, partners, and other stakeholders with professionalism, respect, and efficiency.
The Deputy Vice-Chancellor for Human Resource and Administration, Prof. Leonida Kerubo, explained that the Service Delivery Charter is an important tool that guides how the University serves its stakeholders. She said the Charter outlines the services offered by the University, the standards and timelines for delivering those services, the rights and responsibilities of stakeholders, and the channels available for feedback.
"The Service Delivery Charter is our public commitment to providing quality services and helps us measure our performance against clear standards," she said.
Prof. Kerubo also informed staff that the University began reviewing the Charter in September 2025 to align it with the University Strategic Plan 2023–2027 and respond to changing service delivery needs. She thanked the review committee, led by Dr. Jane Thuo, for successfully completing the exercise.
Dr. Jane Thuo briefed staff on the review process, explaining that the committee worked to ensure the revised Charter follows best practices and meets quality standards.
The sensitization also included practical training sessions. Prof. Mary Kinoti led a session on customer service, reminding staff that every employee has a role to play in creating a positive experience for those who seek services from the University. She encouraged staff to communicate well, respond promptly, and treat all stakeholders with courtesy and respect.
The Director of ICT, Mr. Paul Kariuki, trained staff on data protection. He emphasized the importance of protecting personal information belonging to students, staff, alumni, researchers, suppliers, and other stakeholders. He reminded staff that personal data should be handled responsibly, stored securely, and protected from unauthorized access in line with data protection laws.
The sensitization highlighted that excellent customer service and proper data protection are everyone's responsibility. Staff were encouraged to apply what they learned to improve service delivery, strengthen public trust, and support the University's goal of providing efficient and reliable services to all stakeholders.
