Service Charter
Our commitment to delivering excellent, timely, and transparent services to students, staff, partners, and the public.
Our service commitment
The Open University of Kenya Service Charter is a public commitment document that defines the quality, standards, and timeliness of services we provide. It serves as a mutual agreement between OUK and all its stakeholders.
This charter outlines what you can expect from us, what we need from you, and how you can hold us accountable. It reflects our dedication to continuous improvement and customer-centric service delivery.
Our services are guided by the Kenya Public Service standards, the Universities Act, and OUK's Strategic Plan 2023–2027, with a focus on inclusivity, digital transformation, and academic excellence.
Quality assurance statement
“We are committed to delivering services that meet or exceed established standards, and we welcome feedback as a tool for continuous improvement.”
Core values
Integrity
We uphold honesty and transparency in all service delivery.
Excellence
We strive for the highest quality in every interaction.
Inclusivity
We serve all stakeholders equitably and without discrimination.
Innovation
We continuously improve our services through technology and feedback.
Service timelines and Procedures
Find expected timelines, required documents, and step-by-step procedures for every OUK service.
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Service guides and Videos
Watch service guides, how-to videos, and leadership messages.
Forms, manuals and Downloads
Access, preview, and download all service-related documents.
Frequently asked questions
Searchable, categorised answers to the most common service questions.
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Office contacts
Admissions Office
Director, Admissions
Mon–Fri 8am–5pm
Student Affairs
Dean of Students
Mon–Fri 8am–5pm
Finance Office
Director, Finance
Mon–Fri 8am–5pm
Examinations & Records
Registrar (Academic)
Mon–Fri 8am–5pm
ICT Helpdesk
Director, ICT
Mon–Fri 8am–5pm
Library Services
University Librarian
Mon–Fri 8am–5pm
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Accountable to you
If we fail to meet the standards in this charter, we want to know. Your feedback drives our continuous improvement.