Who Proposed Solution, Implementers and Stakeholders
The solution is unprecedented and forms part of function analysis and workload analysis for library services in Kenya. The study was undertaken by a team of three Management Consultants from the Ministry of State for Public Service, Research, Innovation, and Reform Division.
Stakeholders of this initiative are the Permanent Secretary for the Ministry of State for Public Service by virtue of his role in formulating policy and deployment of human resources; the Permanent Secretary for the Ministry of National Heritage and Culture, who is the administrator of the Scheme of Service for Library Personnel, all the Permanent Secretaries in the civil service because they run libraries and deploy the cadre of Librarians.
The design of the solution was spearheaded by the already mentioned consultants. Approval of staffing norms is the responsibility of the Permanent Secretary for Ministry of State for Public Service; whereas the branding should be undertaken by all Permanent Secretaries, with coordination by the Permanent Secretary for the Ministry of National Heritage and Culture.
Design and implementation of the branding involved function analysis to establish the scope of activities and tasks, followed by calculating workloads in terms of man hours for the key processes for accounting for books and delivering library services. Calculations were guided by Potter’s Value Chain model, yet were unprecedented, as regards branding of services. This was a land mark in the Kenya Civil Service.
Ministries do not face the same demands for library services, nor do they have a similar level of budgetary endowment. Taking cognizance of this inevitability, four levels of service delivery, according to resources, were proposed with area of the library being the base line criterion. Other important criteria were budget allocation, seating capacity, staffing norms, level of headship, range of services, and scope of technical tasks.
Branding was done within a framework of four distinct customer service levels: Level 1, Level 2, Level 3, and Level 4. Level four was the premier class and was restricted to libraries with special customer demands and features such as type of information, peculiar mandate, technology, and development partner support. Among libraries in this category are Presidential Press Service due to priority and extensive networking with public media , Ministry of Agriculture due to technical cooperation, Ministry of East Africa, and Ministry of Trade due to regional integration. Staffing norm is four librarians and three support staff. Headship is at the level of Job Group “Q”.
The parameters and guidelines provided provide a framework for management, planning, budgeting, staffing and service level review by the coordinating Ministry. It is also the basis for drafting a Service Charter for library Services across the Service.