| 1. | Response to phone calls (landline or any other official line) | Phone call made by a customer | Nil | 15 seconds |
| 2. | Response to enquiry by walk-in clients | Enquiry made by walk-in client | Nil | 1 minute |
| 3. | Response to correspondence | Written correspondence (letters) | Nil | 5 working days |
| Email/social media (Twitter/Facebook/YouTube) | Nil | 1 working day |
| 4. | Response to public complaints and grievances | Complaint lodged | Nil | 1 working day |
| 5. | Resolution of complaints | Verbal or written complaint | Nil | 14 working days |
| 6. | Processing of students requests | Filled in Application forms/Requests | Nil | 2 working days |
| 7. | Processing of staff request | Formal staff request | Nil | 2 working days |
| 8. | Processing of students KNEC Registration | Documents forwarded by students / Evidence of KNEC fee payment | As stipulated by KNEC | Two weeks before closure of the KNEC portal |
| 9. | Processing of students/staff clearance | Filled student/staff clearance form | Nil | 1 working day |
