SHARED SERVICES SERVICE CHARTER - 2016
AGGroup
INTERNATIONAL
This document is in its form, a promise that the departments found within the shared services docket commit to deliver to AG Group International and by extension, the Group’s diverse affiliated brands the best quality of servicice within dned timelines.
The departments represented within this document are as below;
Human Resources Brand & Communication
IT
Legal Finance
Supply Chain CEO’s Office
HSE
HUMAN RESOURCES DEPARTMENT
Service Deliverable
Levels/Parameters Agreed
Permissible Non Conformity Levels
Employment matters/ Employee issues/ Request for letters
Within 1 working day. Where the issue takes longer, will advice within 1 working day.
100% compliance
Payroll Adjustments/ Payslips
By 22nd of every month. Payslips issued by 5th of the following month.
100% compliance
New Employee Request
Within 30 days
100% compliance
Enrolment to medical scheme/ provision of medical cards.
Enrolment to scheme Issuance of Medical card Medical claims & refunds
First day of reporting Within 20 working days Within 14 working days
New employee induction
First day of oďŹƒcial reporting
100% compliance
Knowledge sharing forums
One each month
100% compliance
HUMAN RESOURCES DEPARTMENT
Service Deliverable
Levels/Parameters Agreed
Permissible Non Conformity Levels
Office Administration
Courier Services Control
Front Office Experience
Local parcel delivery within 1 working 1 working day, other town delivery within 2 working days
1 out of 5 deliveries
Delivery feedback to the user within 1 working day
100 % compliance
All visitors shall be attended to at the meeting rooms
100% compliance
All phone calls must be responded to by the second ring Call back emails/text to be shared within 15 minutes of call waiting Office Administration: timely support services, e.g staff tea, drinking water & lunches, office cleanliness, ambiance & maintenance
Support service invoice submission and reconciliations by 15th of the following month Office consumables shall be replenished by the 2nd of every month
Where technical issues arise
100 % compliance
Where budgetary constraints are concerned
IT DEPARTMENT
Service Deliverable
Levels/Parameters Agreed
Permissible Non Conformity Levels
Technical support
Within 2 hours upon receipt of written request
85% compliance
Email downtime
Within 1 hour upon receipt of outage noti c tion
80% uptime with the exception of disruption being from the ISP
Preventive maintenance
Quarterly
100% compliance
Network outage
Within 2 hours upon receipt of outage noti c tion
90% uptime ; subject to payments or ber cuts
LAN outage
Within 2 hours upon receipt of downtime noti c tion.
80% uptime
Server Backup
Weekly
100% compliance
Disaster Recover Server
Weekly
100% compliance
Service Provider Review
Bi- Annually
100% compliance
Employee Set-up
1 day upon approval from HR/ CEO’s office
100% compliance
Deletion/ Removal of employee
1 hour upon written request from HR/ CEO’s office
100% compliance
Intranet Management
2 days upon receipt of content
100% compliance
LEGAL DEPARTMENT
Service Deliverable
Levels/Parameters Agreed
Permissible Non Conformity Levels
Contracts & Leases Contract/Lease preparation -inhouse
48 hours upon receipt of written contract instructions & clari c tions by the relevant department.
90% compliance
Contract/Lease review external customers
24 hours upon receipt of documents for review
90 % compliance
Contract/Lease sign o
24 hours upon receipt of signed contract from supplier pending management approval
100% compliance
Contract/Lease termination
Within 6 hours of receipt of contract termination instruction
100 % compliance
Contract Recording
100% accurate capture of main supplier contract KPIs in ERP.
100 % compliance
Within 7 working days from handing over of completed documentation & ling ees
90% compliance
Within 10 working days from handing over of completed documentation and ling ees
90 % compliance
Within 1 week from handing over of completed documentation and ling fees 1 month before due date
90 % compliance
Regulations & Statutory Licensing Company incorporation
Filing company resolutions & annual returns Obtaining company CR12s
Renewal of statutory licenses
100% compliance
LEGAL DEPARTMENT (Cont)
Service Deliverable
Levels/Parameters Agreed
Permissible Non Conformity Levels
Litigation Management Noti c tion of demand letter Less than 3 hours of receipt of demand & court case updates letters and court case updates
100% compliance
Preparing and issuing instructions to external lawyers
Within 6 hours of receipt of relevant instructions from management on the proposed company response.
100% compliance
Weekly litigation report
Close of Business every Friday.
100 % compliance
Pro-active dispute resolution engagement
No new litigation cases; 50% reduction of existing cases.
80% compliance
Noti c tions of committee meetings to directors
1 week before meeting
100% compliance
Board papers to be collated & sent to the directors
1 week before Board meeting
100% compliance
Circulation of Board meeting agendas
Not less than 21 days as per company law requirement
100% compliance
Circulation of Board & committee minutes and matters arising for review
Less than 2 weeks of Board/ Committee meeting date
100% compliance
Zero issues relating to legal legitimacy for suppliers
100% compliance
Governance
Strategic Business Partnership Due Diligence Management Framework
SUPPLY CHAIN DEPARTMENT
Service Deliverable
Levels/Parameters Agreed
Permissible Non Conformity Levels
Sourcing for quotations for supply of various goods and services
General supplies ; 2 working days after raising requisition Specialized supplies ; 7 working days
5 out of 100
Issuance of LPOs
Less than 2 working days after the submission of prerequisite documents
Nil unless prerequisite documents are not provided
Timely procurement of Less than 5 working days after requisition Nil, unless the order is material, stationery, service & approval of LPOs cancelled or items not & non service parts/equipment readily available
Dispatch of material procured
1 working day after receipt of the material from the service provider
Nil
Service providers evaluation & performance review
Semi annually - for 80% top spend
Nil
Physical stock taking - for service parts & non service parts
Monthly
Nil
BRAND & COMMUNICATION DEPARTMENT
Service Deliverable
Levels/Parameters Agreed
Permissible Non Conformity Levels
Branding Identity creation ( corporate logos)
3 days
100% compliance
Identity application (business Within 1 day of approved identity cards, letterheads etc) design
100% compliance
Stationery reproduction
5 working days after purchase order has been shared by printing partner
100% compliance unless delay arises from the printer’s end
Culture Education (Induction)
The rst oďŹƒcia eporting date of joining employees
100% compliance
Email management (info@linksoftsys.com)
Daily
100% compliance
Email Etiquette
24 hours upon receipt of communication 100% compliance
Email Signatures
1 hour upon receipt of request from HR
100% compliance
Designing Advertisements (Internal & External)
3 days
100% compliance
Electronic Media (Corporate Presentations)
5 hours
100% compliance
Intranet services, website management
weekly
100% compliance
Print & Digital Advert application (newspapers, magazines, websites)
1 day
100% compliance
FINANCE DEPARTMENT
Service Deliverable
Levels/Parameters Agreed
Permissible Non Conformity Levels
Petty Cash Requests
Within 2 days after approval of request
80% compliance
Petty cash reimbursement
Within 2 days after approval of request
100% compliance
Supplier payments
60 days from invoice date
100% compliance, however, subject to funding
Sta claims i.e per diem and any other allowance
Within 5 days after approval of request
100% compliance
Customer payments con mation to commercial
1day after approval of request
100% compliance; subject to funding
Performance Bond/bank guarantees & other tender support materials/reports
within the timeframe of the Tender as per timelines indicated
100% compliance; subject to funding
Licence fees
30 days prior to remewal
100% compliance
Payroll/Payslip
By 30th of every month. Payslips issued by 1st of the following month
100% compliance
Finance reports
Every 15th of the month
100% compliance
CEO’S OFFICE
Service Deliverable
Levels/Parameters Agreed
Permissible Non Conformity Levels
Customer Delight Index Internal Customer Satisfaction Approvals from CEO and requests to see the CEO Within 3 hours
85% compliance
Working Capital Management Response to requests within 24 hours
100% compliance
Project Management Discipline
100% compliance
Meeting invitation requests to be shared within 1 day of the request. Meeting minutes to be shared 48 hours after the meeting
HEALTH, SAFETY & ENVIRONMENT
Service Deliverable
Levels/Parameters Agreed
Permissible Non Conformity Levels
HSE employee induction
Within 7 days of onboarding
100% compliance
Incident investigation and reporting
24 hours reporting
100% compliance
Quaterly safety audits Audits & Inspections
Monthly management audits
100% compliance
Monthly safety committee audits HSE awareness trainings
1training per month
100% compliance
Site HSE documentation
Provide HSE site log books and ensure signing of the safe work system before mobilization
100% compliance
HSE non-compliance
Closure of HSE non-compliance highlited in the quarterly report within one month
100% compliance
2016
Linksoft Integrated Services Limited Methodist Ministries Center Block C, 3rd Floor P.O Box 67136 - 00200 Nairobi, Kenya
Tel: +254 722 200716 ; +254 731 200717
E: info@linksoftsys.com W: www.linksoft.co.ke