By Roy Hezron
The Teachers Service Commission (TSC) has embarked on a re-engineering process geared towards improving its service delivery to teachers.
The process is also geared towards improving its customer experience.
In a circular dated June 16, 2022 signed by the Director of Administrative Services Ibrahim Mumin, the Commission has asked all Regional and County Directors to collect information from staff in all sub-counties, key stakeholders and teachers within their jurisdiction on how the Commission can improve its service delivery on its functions and critical business.
“In the realisation of its Service Delivery Re-engineering Strategy, the Commission has embarked on a Business Process Re-engineering programme targeting the TSC Core functions. This will entail identification of gaps and redesigning some of the key processes in an effort to address emerging issues and improve customer experience,” said Mumin in the Circular.
The Circular, which was copied to the Commission Secretary and Chief Executive Officer (CEO) Dr. Nancy Macharia, gives the TSC Regional and County Directors up to June 29, 2022 to complete the exercise.
The identified functions and critical business processes the Commission notes are critical to its operations include registration, recruitment, transfer and promotions of teachers, adjustment of payroll on promotion and payment of arrears, management of teacher discipline (determination and review), processing of benefits on exit from service; review of teaching standards, enforcement and compliance; customer experience and handling of complaints.
“You are therefore required to collect information from your staff in all sub-counties, key stakeholders and teachers in your counties and regions on how these processes, procedures and functions could be improved,” directed Mumin.
The Commission automated some of its processes including registration, recruitment, promotion and transfer of teachers though according to the Commission in the Circular, some emerging issues in the implementation and the dynamic nature of quality services have necessitated the need for continuous improvement.
