5 BILLING 5.1 Understanding KPLC Billing Concepts Customer knowledge of bill 5.2 Satisfaction with billing/Top Up Pre-Paid and Post Paid 5.3 Awareness, Usage and Preference of Payment Channels KPLC Offices, Easy Pay Partners (Refer to Appendix II), Mobile Payment. 5.4 Awareness of late payment penalties and disconnection Post-paid customers 5.5 Satisfaction with disconnection and reconnection process Customer handling during disconnection and reconnection 6 COMPLAINT HANDLING 6.1 Incidence and type of complaints to KPLC Frequency of issues complaint by customers 6.2 Channel and channel preference Which channels are customers using to complain to KPLC 6.3 Resolution and satisfaction Are the customers satisfied with how the issues were resolved 7 BRAND AND ADVERTISING 7.1 Brand presence index A score on the perception of brand visibility. 7.2 Advertising Awareness and impact Top of mind & Prompted, advertising influence of decisions, 7.3 Sources of awareness Top of mind 7.4 Brand Image Index A score on the brand perception on Kenya Power by customers. 8 CORPORATE SOCIAL RESPONSIBILITY 8.1 Awareness, Impact and Preference of KPLC CSR activities Checking for alignment to customer expectations 9 NEW CUSTOMER CONNECTION 9.1 Awareness of new connection process Last mile and slum connection policies 9.2 Time taken and satisfaction with New connection
1.0 Provision of Customer Satisfaction Survey Services Lot 1 1.1 Reimbursable Travel expenses for Presentation to 10 regions nationwide. (3 regions in Nairobi, Coast, Kisumu, Kisii, Eldoret, Nakuri, Nyeri and Thika) N/A TOTAL NB Provision of services will be based on the following:- Total costs data collection across the country. All costs related to analysis and report generation. The costs of travelling to present to 10 regions (Refer to Appendix I) are quoted on a reimbursable basis and therefore no VAT should be quoted on this cost. TENDER SUBMISSION FORM Date: Tender Number and Name: To: The Kenya Power & Lighting Company Limited, Stima Plaza, Kolobot Road, Parklands,
and where there are two or more persons included in the expression the “Contractor” the covenants, agreements obligations expressed to be made or performed by the Contractor shall be deemed to be made or performed by such persons jointly and severally. e) there are two or more persons included in the expression the “Contractor” any act default or omission by the Contractor shall be deemed to be an act default or omission by any one or more of such persons. 3. In consideration of the payment to be made by KPLC to the Contractor as hereinbefore mentioned, the Contractor hereby covenants with KPLC to perform and provide the services and remedy any defects thereon in conformity in all respects with the provisions of the Contract. 4. KPLC hereby covenants to pay the Contractor in consideration of the proper performance and provision of the services and the remedying of defects therein, the Contract or such other sum as may become payable under the provisions of the Contract at the times and in the manner prescribed by the Contract. 5. The following documents shall constitute the Contract between KPLC and the Contractor and each shall be read and construed as an integral part of the Contract: - a) this Contract Agreement b) the Special Conditions of Contract as per the Tender Document c) the General Conditions of Contract as per the Tender Document d) the Price Schedules submitted by the Contractor and agreed upon with KPLC. e) the Details of Service as per KPLC’s Tender Document f) the Schedule of Requirements g) KPLC’s Notification of dated………… h) the Tender Form signed by the Contractor i) the Declaration Form signed by the Contractor/ successful Tenderer j) the Warranty h) project implementation schedule 6. In the event of any ambiguity or conflict between the contract documents listed above, the order of precedence shall be the order in which the contract documents are listed in 5 above except where otherwise mutually agreed in writing.
3. The issuing Bank should address its response or communication regarding the bond to KPLC at the following e-mail address – “guarantees@ kplc.co.ke” SECTION XVII B - PERFORMANCE SECURITY (LC) Mandatory Conditions that should appear on the Performance Security (LC). Form of Documentary credit - “Irrevocable Standby” Applicable - “Must be UCP Latest Version” i.e. UCP 600 (2007 REVISION) ICC Publication No. 600. Place of expiry - At the counters of the advising bank. The SBLC should be available – “By Payment” Drafts should be payable at - “SIGHT” Documents required - 1. Beneficiary’s signed and statement demanding for payment under the letter of credit no………………………….. (Insert LC No.) as……………………….(Name of Applicant) (hereinafter called the “Supplier”) indicating that the “Supplier” has defaulted in the performance and adherence to and performance of the contract between the Beneficiary and the Supplier. 2. The Original Letter of Credit and all amendments, if any. Additional Conditions - 1. All charges levied by any bank that is to this documentary credit are for the account of the Applicant. 2. (Include) that there should be no conditions requiring compliance with the specific regulations or a particular country’s laws and regulations. Charges - All bank charges are for the account of the Applicant. Confirmation instructions – (See notes below)