<div><div dir="auto">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. </div><br><div class="gmail_quote"><div>On Mon, 15 Jan 2018 at 18:23, Ali Hussein via kictanet <<a href="mailto:kictanet@lists.kictanet.or.ke">kictanet@lists.kictanet.or.ke</a>> wrote:<br></div><blockquote class="gmail_quote" style="margin:0 0 0 .8ex;border-left:1px #ccc solid;padding-left:1ex"><div dir="auto">James<div><br></div><div>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:-</div><div><br></div><div>1. Where is the eCitizen Portal hosted and what are the SLA details?</div><div>2. Why is it so difficult to get anyone on the Customer Service Line?</div><div>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. </div><div>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.</div><div>5. When will the service be fully mobile enabled?</div><div><br></div><div>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.</div><div><br><div id="m_-1803255054964557960AppleMailSignature"><div><span><b>Ali Hussein</b></span></div><div><span><b>Principal</b></span></div><div><b style="background-color:rgba(255,255,255,0)">Hussein & Associates</b></div><div style="font-family:Helvetica;font-size:medium">+254 0713 601113 </div><div style="font-family:Helvetica;font-size:medium"><br></div><div><p style="margin:0in 0in 0pt"><span style="background-color:rgba(255,255,255,0)">Twitter: @AliHKassim</span></p><span style="background-color:rgba(255,255,255,0)"><font></font></span><p style="margin:0in 0in 0pt"><span style="background-color:rgba(255,255,255,0)">Skype: abu-jomo</span></p><p style="margin:0in 0in 0pt"><span style="background-color:rgba(255,255,255,0)">LinkedIn: <a href="http://ke.linkedin.com/in/alihkassim" target="_blank">http://ke.linkedin.com/in/alihkassim</a></span></p><font><br></font></div><div><span style="background-color:rgba(255,255,255,0)">"We are what we repeatedly do. Excellence, therefore, is not an act but a habit." ~ Aristotle</span></div><div><br></div><div><span><br></span></div>Sent from my iPad</div></div></div><div dir="auto"><div><div><br>On 15 Jan 2018, at 6:07 PM, James Muendo via kictanet <<a href="mailto:kictanet@lists.kictanet.or.ke" target="_blank">kictanet@lists.kictanet.or.ke</a>> wrote:<br><br></div><blockquote type="cite"><div><div><div class="gmail_default" style="font-family:tahoma,sans-serif">Listers,<br></div><div class="gmail_default" style="font-family:tahoma,sans-serif"><br></div><div class="gmail_default" style="font-family:tahoma,sans-serif">Barack, I wonder whether those servers are here or out there. And if out there, two critical questions arise: <br></div><div class="gmail_default" style="font-family:tahoma,sans-serif"><br></div><div class="gmail_default" style="font-family:tahoma,sans-serif">1. What is the SLA agreement, and especially when it comes to getting the service back within acceptable timeline(s)?</div><div class="gmail_default" style="font-family:tahoma,sans-serif">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?</div><div class="gmail_default" style="font-family:tahoma,sans-serif"><br></div><div class="gmail_default" style="font-family:tahoma,sans-serif">Just wondering. <br></div><div class="gmail_default" style="font-family:tahoma,sans-serif"><br></div><div class="gmail_default" style="font-family:tahoma,sans-serif">Regards, <br></div><div class="gmail_default" style="font-family:tahoma,sans-serif"><br></div></div><div class="gmail_extra"><br><div class="gmail_quote">On Mon, Jan 15, 2018 at 5:06 PM, Barrack Otieno via kictanet <span><<a href="mailto:kictanet@lists.kictanet.or.ke" target="_blank">kictanet@lists.kictanet.or.ke</a>></span> wrote:<br><blockquote class="gmail_quote" style="margin:0 0 0 .8ex;border-left:1px #ccc solid;padding-left:1ex"><div dir="auto"><div dir="auto">Teacher Karis,</div><div dir="auto"><br></div>Maybe the servers are in another time zone, give them a few hours they will be opened.<div dir="auto"><br></div><div dir="auto">Regards</div></div><div class="gmail_extra"><br><div class="gmail_quote"><div><div class="m_-1803255054964557960h5">On 15 Jan 2018 17:02, "Kelvin Kariuki via kictanet" <<a href="mailto:kictanet@lists.kictanet.or.ke" target="_blank">kictanet@lists.kictanet.or.ke</a>> wrote:<br type="attribution"></div></div><blockquote class="gmail_quote" style="margin:0 0 0 .8ex;border-left:1px #ccc solid;padding-left:1ex"><div><div class="m_-1803255054964557960h5"><div>I have been trying it since morning, it gives this error:<div><h1 style="color:rgb(0,0,0);font-family:"Times New Roman"">"503 Service Unavailable</h1><span style="color:rgb(0,0,0);font-family:"Times New Roman";font-size:medium">No server is available to handle this request."</span><br></div><div><span style="color:rgb(0,0,0);font-family:"Times New Roman";font-size:medium"><br></span></div><div><span style="color:rgb(0,0,0);font-family:"Times New Roman";font-size:medium">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. </span></div><div><span style="color:rgb(0,0,0);font-family:"Times New Roman";font-size:medium"><br></span></div><div><span style="color:rgb(84,84,84)">The </span><span style="font-weight:bold;color:rgb(106,106,106)">503 Service Unavailable</span><span style="color:rgb(84,84,84)"> error is an HTTP status code that means the web site's server is simply not available right now. <b>Most of the time, it occurs because the server is too busy or because there's maintenance being performed on it</b>... Read on: </span><font color="#545454"><a href="https://www.lifewire.com/503-service-unavailable-explained-2622940" target="_blank">https://www.lifewire.com/503-service-unavailable-explained-2622940</a></font><span style="color:rgb(0,0,0);font-family:"Times New Roman";font-size:medium"><br></span></div><div><span style="color:rgb(0,0,0);font-family:"Times New Roman";font-size:medium"><br></span></div><div><font size="3" color="#000000" face="Times New Roman">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. </font></div></div><div class="gmail_extra"><br><div class="gmail_quote">On Mon, Jan 15, 2018 at 4:42 PM, Victor Kapiyo via kictanet <span><<a href="mailto:kictanet@lists.kictanet.or.ke" target="_blank">kictanet@lists.kictanet.or.ke</a>></span> wrote:<br><blockquote class="gmail_quote" style="margin:0 0 0 .8ex;border-left:1px #ccc solid;padding-left:1ex"><div dir="auto">Hi Listers,<div dir="auto"><br></div><div dir="auto">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?</div><span class="m_-1803255054964557960m_7450414108371995038m_-2813516621210497978HOEnZb"><font color="#888888"><div dir="auto"><br></div><div dir="auto">Victor</div></font></span></div>
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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.<br>
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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.<br>
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<p><br></p><p><span lang="EN-US" style="font-family:"Segoe UI",sans-serif">James
Muendo </span></p><p><span lang="EN-US" style="font-family:"Segoe UI",sans-serif">Chief Executive Officer (CEO),</span></p><p><span lang="EN-US" style="font-family:"Segoe UI",sans-serif">Logic
Craft Ltd, </span></p><p><span lang="EN-US" style="font-family:"Segoe UI",sans-serif">Suite 39,
2nd Floor, Visions Plaza, Mombasa Road</span></p><p><span lang="EN-US" style="font-family:"Segoe UI",sans-serif">P.O Box
28016 – 00200,</span></p><p><span lang="EN-US" style="font-family:"Segoe UI",sans-serif">Nairobi,KE</span></p><p><span lang="EN-US" style="font-family:"Segoe UI",sans-serif"> </span></p><p><span lang="EN-US" style="font-family:"Segoe UI",sans-serif">M:|
+254.725.567.508 S: | tim.rick Gtalk:|
james.muendo T: | </span><a href="https://twitter.com/Mmuendo" target="_blank"><span lang="EN-US" style="font-family:"Segoe UI",sans-serif;color:#0563c1">@Mmuendo</span></a><span lang="EN-US" style="font-family:"Segoe UI",sans-serif"> W:|</span><a href="http://about.me/muendo" target="_blank"><span lang="EN-US" style="font-family:"Segoe UI",sans-serif;color:#0563c1">http://about.me/muendo</span></a><span lang="EN-US" style="font-family:"Segoe UI",sans-serif"></span></p><p><span lang="EN-US" style="font-family:"Segoe UI",sans-serif"> </span></p><p>
</p><p><span lang="EN-US" style="font-family:"Segoe UI",sans-serif">Too Brief?
</span><a href="http://emailcharter.org/" target="_blank"><span lang="EN-US" style="font-family:"Segoe UI",sans-serif;color:#0563c1">Here's Why</span></a><span lang="EN-US" style="font-family:"Segoe UI",sans-serif"></span></p></div></div></div></div></div></div></div></div></div>
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</div></blockquote></div></div><div dir="auto"><div><blockquote type="cite"><div><span>_______________________________________________</span><br><span>kictanet mailing list</span><br><span><a href="mailto:kictanet@lists.kictanet.or.ke" target="_blank">kictanet@lists.kictanet.or.ke</a></span><br><span><a href="https://lists.kictanet.or.ke/mailman/listinfo/kictanet" target="_blank">https://lists.kictanet.or.ke/mailman/listinfo/kictanet</a></span><br><span>Twitter: <a href="http://twitter.com/kictanet" target="_blank">http://twitter.com/kictanet</a></span><br><span>Facebook: <a href="https://www.facebook.com/KICTANet/" target="_blank">https://www.facebook.com/KICTANet/</a></span><br><span></span><br></div></blockquote></div></div><div dir="auto"><div><blockquote type="cite"><div><span>Unsubscribe or change your options at <a href="https://lists.kictanet.or.ke/mailman/options/kictanet/info%40alyhussein.com" target="_blank">https://lists.kictanet.or.ke/mailman/options/kictanet/info%40alyhussein.com</a></span></div></blockquote></div></div><div dir="auto"><div><blockquote type="cite"><div><br><span></span><br><span>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.</span><br><span></span><br><span>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.</span><br></div></blockquote></div></div>_______________________________________________<br>
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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.<br>
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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.<br>
</blockquote></div></div><div dir="ltr">-- <br></div><div class="gmail_signature" data-smartmail="gmail_signature"><div dir="ltr"><div><div dir="ltr"><div><div dir="ltr"><div><div><span style="font-family:georgia,serif"><b>Mercy Mutemi, Advocate</b>. <br></span></div></div><div><span style="font-family:georgia,serif"><br></span></div><div><span style="font-family:georgia,serif"><b><i><br></i></b></span></div><br></div></div></div></div></div></div>