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 <
> 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
> 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*
> *Hussein & Associates*
> +254 0713 601113
> Twitter: @AliHKassim
> Skype: abu-jomo
> LinkedIn: 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 <
> firstname.lastname@example.org> wrote:
> 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.
> On Mon, Jan 15, 2018 at 5:06 PM, Barrack Otieno via kictanet <
> email@example.com> wrote:
>> Teacher Karis,
>> Maybe the servers are in another time zone, give them a few hours they
>> will be opened.
>> On 15 Jan 2018 17:02, “Kelvin Kariuki via kictanet” <
>> firstname.lastname@example.org> 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:
>>> 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 <
>>> email@example.com> 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?
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