{"id":51,"date":"2026-08-26T06:03:56","date_gmt":"2026-08-26T06:03:56","guid":{"rendered":"http:\/\/www.knls.ac.ke\/index.php\/service-charter\/"},"modified":"2026-08-26T06:03:56","modified_gmt":"2026-08-26T06:03:56","slug":"service-charter","status":"publish","type":"page","link":"https:\/\/www.knls.ac.ke\/service-charter\/","title":{"rendered":"Citizen Service Delivery Charter"},"content":{"rendered":"\n<main id=\"main-content\" class=\"citizen-charter-main\">\n  <section class=\"page-hero service-charter-hero citizen-charter-hero\">\n    <div class=\"container page-hero__inner\">\n      <div>\n        <p class=\"kicker\">About Us<\/p>\n        <h1>Citizen Service Delivery Charter<\/h1>\n        <p>Understand the service standards you can expect from KNLS and access the official charter in your preferred format.<\/p>\n      <\/div>\n      <nav aria-label=\"Breadcrumb\" class=\"breadcrumbs\">\n        <a href=\"\/\">Home<\/a>\n        <span aria-hidden=\"true\">\/<\/span>\n        <span>Citizen Service Delivery Charter<\/span>\n      <\/nav>\n    <\/div>\n  <\/section>\n\n  <section aria-label=\"Citizen Service Delivery Charter quick navigation\" class=\"citizen-charter-nav-wrap\">\n    <div class=\"container citizen-charter-nav\">\n      <a href=\"#overview\">Overview<\/a>\n      <a href=\"#downloads\">Downloads<\/a>\n      <a href=\"#videos\">Accessible formats<\/a>\n    <\/div>\n  <\/section>\n\n  <section class=\"section citizen-charter-overview\" id=\"overview\">\n    <div class=\"container citizen-charter-intro\">\n      <article class=\"citizen-charter-copy reveal\">\n        <p class=\"kicker\">Customer commitment<\/p>\n        <h2>Our commitment to clear, reliable and respectful service.<\/h2>\n        <p>The Customer Service Charter outlines the rights and responsibilities of customers and the procedure to follow if the service standards are not met. As library and information service providers, we are focused on our promises to the public and we endeavor to understand our clients and the services that we avail to them so as to serve them better.<\/p>\n        <p>In view of the above, and in our zeal to provide quality services. The customer service charter is our commitment to providing excellent services to all our customers. The charter sets out the standards of services that should be expected when dealing with the Kenya National Library services and its staff.<\/p>\n      <\/article>\n\n      <aside class=\"citizen-charter-highlight reveal\">\n        <img decoding=\"async\" alt=\"Kenya National Library Service logo\" src=\"\/wp-content\/themes\/knls-wordpress-gutenberg-editable\/assets\/images\/knls-logo-official.png\"\/>\n        <div>\n          <p class=\"kicker\">Read. Know. Empower.<\/p>\n          <h3>Use the charter as your guide.<\/h3>\n          <p>Download the English or Kiswahili version, or use the accessible video formats below.<\/p>\n        <\/div>\n      <\/aside>\n    <\/div>\n  <\/section>\n\n  <section class=\"section section--cream citizen-charter-downloads\" id=\"downloads\">\n    <div class=\"container\">\n      <div class=\"section-title section-title--center reveal\">\n        <p class=\"kicker\">Official documents<\/p>\n        <h2>Download the Citizen Service Delivery Charter<\/h2>\n        <p>Choose the version that is most convenient for you.<\/p>\n      <\/div>\n\n      <div class=\"citizen-charter-document-grid\">\n        <article class=\"citizen-charter-document-card reveal\">\n          <div class=\"document-card__icon\">PDF<\/div>\n          <div>\n            <h3>Citizen Service Delivery Charter in English<\/h3>\n            <p>Download the official English version of the charter.<\/p>\n            <span class=\"document-card__meta\">PDF document<\/span>\n          <\/div>\n          <a class=\"btn btn--orange\" download href=\"\/wp-content\/themes\/knls-wordpress-gutenberg-editable\/assets\/documents\/knls-service-delivery-charter-english.pdf\">Download<\/a>\n        <\/article>\n\n        <article class=\"citizen-charter-document-card reveal\">\n          <div class=\"document-card__icon\">PDF<\/div>\n          <div>\n            <h3>Citizen Service Delivery Charter in Kiswahili<\/h3>\n            <p>Pakua toleo rasmi la Kiswahili la Mkataba wa Utoaji Huduma.<\/p>\n            <span class=\"document-card__meta\">PDF document<\/span>\n          <\/div>\n          <a class=\"btn btn--orange\" download href=\"\/wp-content\/themes\/knls-wordpress-gutenberg-editable\/assets\/documents\/knls-service-delivery-charter-kiswahili.pdf\">Download<\/a>\n        <\/article>\n      <\/div>\n    <\/div>\n  <\/section>\n\n  <section class=\"section citizen-charter-videos\" id=\"videos\">\n    <div class=\"container\">\n      <div class=\"section-title section-title--center reveal\">\n        <p class=\"kicker\">Accessible formats<\/p>\n        <h2>Watch or listen to the Citizen Service Delivery Charter<\/h2>\n        <p>Use the audio and sign-language versions to access the charter in the format that works best for you.<\/p>\n      <\/div>\n\n      <div class=\"citizen-charter-video-grid\">\n        <article class=\"video-card reveal\">\n          \n      <div class=\"video-frame\">\n        <iframe\n          allow=\"accelerometer; autoplay; clipboard-write; encrypted-media; gyroscope; picture-in-picture; web-share\"\n          allowfullscreen=\"\"\n          class=\"youtube-thumb-embed\"\n          loading=\"lazy\"\n          referrerpolicy=\"strict-origin-when-cross-origin\"\n          src=\"https:\/\/www.youtube.com\/embed\/YTKjRukNtvA\"\n          srcdoc='&lt;style&gt;\n*{box-sizing:border-box}body{margin:0;background:#10069F;font-family:Arial,sans-serif}a{position:absolute;inset:0;display:grid;place-items:center;overflow:hidden;text-decoration:none;background:linear-gradient(135deg,rgba(16,6,159,.38),rgba(254,80,0,.22)),url(https:\/\/i.ytimg.com\/vi\/YTKjRukNtvA\/hqdefault.jpg) center\/cover no-repeat}a:before{content:\"\";position:absolute;inset:0;background:linear-gradient(180deg,rgba(0,0,0,.05),rgba(0,0,0,.42))}span{position:relative;width:72px;height:52px;border-radius:17px;background:#FE5000;box-shadow:0 16px 35px rgba(0,0,0,.3);display:grid;place-items:center}span:after{content:\"\";margin-left:5px;border-left:17px solid #fff;border-top:11px solid transparent;border-bottom:11px solid transparent}em{position:absolute;left:16px;bottom:14px;right:16px;color:white;font-style:normal;font-size:14px;font-weight:800;text-shadow:0 2px 10px rgba(0,0,0,.6)}\n&lt;\/style&gt;&lt;a href=\"https:\/\/www.youtube.com\/embed\/YTKjRukNtvA?autoplay=1&amp;rel=0\" aria-label=\"Play Citizen Service Delivery Charter in Audio English\"&gt;&lt;span aria-hidden=\"true\"&gt;&lt;\/span&gt;&lt;em&gt;Citizen Service Delivery Charter in Audio English&lt;\/em&gt;&lt;\/a&gt;'\n          title=\"Citizen Service Delivery Charter in Audio English\">\n        <\/iframe>\n      <\/div>\n          <div class=\"video-card__body\">\n            <h3>Citizen Service Delivery Charter in Audio English<\/h3>\n            <a class=\"video-fallback-link\" href=\"https:\/\/www.youtube.com\/watch?v=YTKjRukNtvA\" rel=\"noopener\" target=\"_blank\">Open on YouTube<\/a>\n          <\/div>\n        <\/article>\n\n        <article class=\"video-card reveal\">\n          \n      <div class=\"video-frame\">\n        <iframe\n          allow=\"accelerometer; autoplay; clipboard-write; encrypted-media; gyroscope; picture-in-picture; web-share\"\n          allowfullscreen=\"\"\n          class=\"youtube-thumb-embed\"\n          loading=\"lazy\"\n          referrerpolicy=\"strict-origin-when-cross-origin\"\n          src=\"https:\/\/www.youtube.com\/embed\/5qLRY2AsUlA\"\n          srcdoc='&lt;style&gt;\n*{box-sizing:border-box}body{margin:0;background:#10069F;font-family:Arial,sans-serif}a{position:absolute;inset:0;display:grid;place-items:center;overflow:hidden;text-decoration:none;background:linear-gradient(135deg,rgba(16,6,159,.38),rgba(254,80,0,.22)),url(https:\/\/i.ytimg.com\/vi\/5qLRY2AsUlA\/hqdefault.jpg) center\/cover no-repeat}a:before{content:\"\";position:absolute;inset:0;background:linear-gradient(180deg,rgba(0,0,0,.05),rgba(0,0,0,.42))}span{position:relative;width:72px;height:52px;border-radius:17px;background:#FE5000;box-shadow:0 16px 35px rgba(0,0,0,.3);display:grid;place-items:center}span:after{content:\"\";margin-left:5px;border-left:17px solid #fff;border-top:11px solid transparent;border-bottom:11px solid transparent}em{position:absolute;left:16px;bottom:14px;right:16px;color:white;font-style:normal;font-size:14px;font-weight:800;text-shadow:0 2px 10px rgba(0,0,0,.6)}\n&lt;\/style&gt;&lt;a href=\"https:\/\/www.youtube.com\/embed\/5qLRY2AsUlA?autoplay=1&amp;rel=0\" aria-label=\"Play Citizen Service Delivery Charter in Audio Kiswahili\"&gt;&lt;span aria-hidden=\"true\"&gt;&lt;\/span&gt;&lt;em&gt;Citizen Service Delivery Charter in Audio Kiswahili&lt;\/em&gt;&lt;\/a&gt;'\n          title=\"Citizen Service Delivery Charter in Audio Kiswahili\">\n        <\/iframe>\n      <\/div>\n          <div class=\"video-card__body\">\n            <h3>Citizen Service Delivery Charter in Audio Kiswahili<\/h3>\n            <a class=\"video-fallback-link\" href=\"https:\/\/www.youtube.com\/watch?v=5qLRY2AsUlA\" rel=\"noopener\" target=\"_blank\">Open on YouTube<\/a>\n          <\/div>\n        <\/article>\n\n        <article class=\"video-card reveal\">\n          \n      <div class=\"video-frame\">\n        <iframe\n          allow=\"accelerometer; autoplay; clipboard-write; encrypted-media; gyroscope; picture-in-picture; web-share\"\n          allowfullscreen=\"\"\n          class=\"youtube-thumb-embed\"\n          loading=\"lazy\"\n          referrerpolicy=\"strict-origin-when-cross-origin\"\n          src=\"https:\/\/www.youtube.com\/embed\/pbEs7uLH2Bw\"\n          srcdoc='&lt;style&gt;\n*{box-sizing:border-box}body{margin:0;background:#10069F;font-family:Arial,sans-serif}a{position:absolute;inset:0;display:grid;place-items:center;overflow:hidden;text-decoration:none;background:linear-gradient(135deg,rgba(16,6,159,.38),rgba(254,80,0,.22)),url(https:\/\/i.ytimg.com\/vi\/pbEs7uLH2Bw\/hqdefault.jpg) center\/cover no-repeat}a:before{content:\"\";position:absolute;inset:0;background:linear-gradient(180deg,rgba(0,0,0,.05),rgba(0,0,0,.42))}span{position:relative;width:72px;height:52px;border-radius:17px;background:#FE5000;box-shadow:0 16px 35px rgba(0,0,0,.3);display:grid;place-items:center}span:after{content:\"\";margin-left:5px;border-left:17px solid #fff;border-top:11px solid transparent;border-bottom:11px solid transparent}em{position:absolute;left:16px;bottom:14px;right:16px;color:white;font-style:normal;font-size:14px;font-weight:800;text-shadow:0 2px 10px rgba(0,0,0,.6)}\n&lt;\/style&gt;&lt;a href=\"https:\/\/www.youtube.com\/embed\/pbEs7uLH2Bw?autoplay=1&amp;rel=0\" aria-label=\"Play Citizen Service Delivery Charter in Sign Language\"&gt;&lt;span aria-hidden=\"true\"&gt;&lt;\/span&gt;&lt;em&gt;Citizen Service Delivery Charter in Sign Language&lt;\/em&gt;&lt;\/a&gt;'\n          title=\"Citizen Service Delivery Charter in Sign Language\">\n        <\/iframe>\n      <\/div>\n          <div class=\"video-card__body\">\n            <h3>Citizen Service Delivery Charter in Sign Language<\/h3>\n            <a class=\"video-fallback-link\" href=\"https:\/\/www.youtube.com\/watch?v=pbEs7uLH2Bw\" rel=\"noopener\" target=\"_blank\">Open on YouTube<\/a>\n          <\/div>\n        <\/article>\n      <\/div>\n    <\/div>\n  <\/section>\n<\/main>\n","protected":false},"excerpt":{"rendered":"<p>About Us Citizen Service Delivery Charter Understand the service standards you can expect from KNLS and access the official charter in your preferred format. Home \/ Citizen Service Delivery Charter Overview Downloads Accessible formats Customer commitment Our commitment to clear, reliable and respectful service. The Customer Service Charter outlines the rights and responsibilities of customers [&hellip;]<\/p>\n","protected":false},"author":1,"featured_media":0,"parent":0,"menu_order":0,"comment_status":"closed","ping_status":"closed","template":"","meta":{"footnotes":""},"class_list":["post-51","page","type-page","status-publish","hentry"],"_links":{"self":[{"href":"https:\/\/www.knls.ac.ke\/?rest_route=\/wp\/v2\/pages\/51","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/www.knls.ac.ke\/?rest_route=\/wp\/v2\/pages"}],"about":[{"href":"https:\/\/www.knls.ac.ke\/?rest_route=\/wp\/v2\/types\/page"}],"author":[{"embeddable":true,"href":"https:\/\/www.knls.ac.ke\/?rest_route=\/wp\/v2\/users\/1"}],"replies":[{"embeddable":true,"href":"https:\/\/www.knls.ac.ke\/?rest_route=%2Fwp%2Fv2%2Fcomments&post=51"}],"version-history":[{"count":0,"href":"https:\/\/www.knls.ac.ke\/?rest_route=\/wp\/v2\/pages\/51\/revisions"}],"wp:attachment":[{"href":"https:\/\/www.knls.ac.ke\/?rest_route=%2Fwp%2Fv2%2Fmedia&parent=51"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}