[kictanet] eCitizen Service Down

Mon Jan 15 18:37:11 EAT 2018

I like eCitizen I do (or rather the concept). But my interactions with the
platfrom always leave me with a bitter taste. It returns an error message
quite often. Of course customer care is a huge problem. Online support is
no better because they always tell you to call Customer Care. It’s also not
the most user friendly of platforms so you get stuck quite a lot. Then
there’s that controversial ‘convenience fee’ per transaction.

On Mon, 15 Jan 2018 at 18:23, Ali Hussein via kictanet <
kictanet at lists.kictanet.or.ke> wrote:

> James
>
> You raise a very critical issue about critical government services. I’m
> curious. Since Lilian from ICT has responded to Victor maybe she can come
> back to us after consulting internally with answers to the following
> questions:-
>
> 1. Where is the eCitizen Portal hosted and what are the SLA details?
> 2. Why is it so difficult to get anyone on the Customer Service Line?
> 3. There’s no recourse when there is an issue to resolve. In November I
> had to pay twice for my driving license renewal. To date I’m not even sure
> who to speak with for a refund.
> 4. For such a critical service we are past the stage of being ‘happy’
> simply to have the service. As citizens we expect NOTHING BUT THE BEST from
> Silicon Savannah.
> 5. When will the service be fully mobile enabled?
>
> It’s high time we elevate this service to world class standard. As it is
> every time I think about using the service I start getting agitated.
>
> *Ali Hussein*
> *Principal*
> *Hussein & Associates*
> +254 0713 601113
>
> Twitter: @AliHKassim
>
> Skype: abu-jomo
>
> LinkedIn: http://ke.linkedin.com/in/alihkassim
>
> "We are what we repeatedly do. Excellence, therefore, is not an act but a
> habit."  ~ Aristotle
>
>
> Sent from my iPad
>
> On 15 Jan 2018, at 6:07 PM, James Muendo via kictanet <
> kictanet at lists.kictanet.or.ke> wrote:
>
> Listers,
>
> Barack, I wonder whether those servers are here or out there. And if out
> there, two critical questions arise:
>
> 1. What is the SLA agreement, and especially when it comes to getting the
> service back within acceptable timeline(s)?
> 2. Why host away from the country, yet we have companies like Node and
> Angani, who I believe have the various competencies to handle such locally?
> Plus there is KIXP to support the traffic that comes through? I believe a
> great number of the users of the system are local. Why not make it easier
> and quicker?
>
> Just wondering.
>
> Regards,
>
>
> On Mon, Jan 15, 2018 at 5:06 PM, Barrack Otieno via kictanet <
> kictanet at lists.kictanet.or.ke> wrote:
>
>> Teacher Karis,
>>
>> Maybe the servers are in another time zone, give them a few hours they
>> will be opened.
>>
>> Regards
>>
>> On 15 Jan 2018 17:02, "Kelvin Kariuki via kictanet" <
>> kictanet at lists.kictanet.or.ke> wrote:
>>
>>> I have been trying it since morning, it gives this error:
>>> "503 Service UnavailableNo server is available to handle this request."
>>>
>>> Its time they commit to a serious Service Level Agreement. Of late the
>>> downtime has been frequent, I have been in the process of registering a
>>> company and most of the time the service is not available. As a community,
>>> we are supposed to speak up about this to save the millions of Kenyans
>>> suffering from this inconvenience.
>>>
>>> The 503 Service Unavailable error is an HTTP status code that means the
>>> web site's server is simply not available right now. *Most of the time,
>>> it occurs because the server is too busy or because there's maintenance
>>> being performed on it*... Read on:
>>> https://www.lifewire.com/503-service-unavailable-explained-2622940
>>>
>>> The error is most likely caused by simultaneous access by millions of
>>> Kenyans, the servers they have can't handle that amount of traffic. They
>>> should upgrade their data center. A Service Level Agreement will enforce
>>> them to do that and Kenyans will get a convenient service.
>>>
>>> On Mon, Jan 15, 2018 at 4:42 PM, Victor Kapiyo via kictanet <
>>> kictanet at lists.kictanet.or.ke> wrote:
>>>
>>>> Hi Listers,
>>>>
>>>> Anyone noticed that the ecitizen portal is down. I'm not sure how
>>>> frequently this happens but what's the acceptable downtime for such a
>>>> critical service. Or should we go back to manual backup?
>>>>
>>>> Victor
>>>>
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>>>>
>>>
>>>
>>> --
>>> Best Regards,
>>>
>>> Kelvin Kariuki
>>> Assistant Lecturer
>>> Multimedia University of Kenya
>>> Faculty of Computing and Information Technology
>>> Twitter Handle: @teacherkaris
>>> Alt email: kkariuki at mmu.ac.ke
>>> Mobile: +2547 29 385 557
>>>
>>> The Lord is my Shepherd
>>>
>>>
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>> The Kenya ICT Action Network (KICTANet) is a multi-stakeholder platform
>> for people and institutions interested and involved in ICT policy and
>> regulation. The network aims to act as a catalyst for reform in the ICT
>> sector in support of the national aim of ICT enabled growth and development.
>>
>> KICTANetiquette : Adhere to the same standards of acceptable behaviors
>> online that you follow in real life: respect people's times and bandwidth,
>> share knowledge, don't flame or abuse or personalize, respect privacy, do
>> not spam, do not market your wares or qualifications.
>>
>>
>
>
> --
>
>
> James Muendo
>
> Chief Executive Officer (CEO),
>
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>
>
> The Kenya ICT Action Network (KICTANet) is a multi-stakeholder platform
> for people and institutions interested and involved in ICT policy and
> regulation. The network aims to act as a catalyst for reform in the ICT
> sector in support of the national aim of ICT enabled growth and development.
>
> KICTANetiquette : Adhere to the same standards of acceptable behaviors
> online that you follow in real life: respect people's times and bandwidth,
> share knowledge, don't flame or abuse or personalize, respect privacy, do
> not spam, do not market your wares or qualifications.
>
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> The Kenya ICT Action Network (KICTANet) is a multi-stakeholder platform
> for people and institutions interested and involved in ICT policy and
> regulation. The network aims to act as a catalyst for reform in the ICT
> sector in support of the national aim of ICT enabled growth and development.
>
> KICTANetiquette : Adhere to the same standards of acceptable behaviors
> online that you follow in real life: respect people's times and bandwidth,
> share knowledge, don't flame or abuse or personalize, respect privacy, do
> not spam, do not market your wares or qualifications.
>
-- 
*Mercy Mutemi, Advocate*.
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