Organization & Governance
The governance, accountability, hierarchy, workflow and security foundation that anchors every OPOS module — Strategy, KPI, Verification, Evidence, Surveys, Reviews, Improvement and the AI Executive Advisor.
Governance Module
Policy LibraryNever published — start by importing staff in Employee Directory, then publish to activate the rest of OPOS.
Tracked Items
93
Avg RACI Coverage
86%
Fully Assigned
68
Gaps Detected
14
Accountability Matrix (RACI)
| Item | Responsible | Accountable | Consulted | Informed | Coverage |
|---|---|---|---|---|---|
Lift CSAT from 4.3 to 4.7 across all channels Strategic Objective SO-01 | R · Mercy WanjalaR · Digital CX Lead | A · Wanjiru Kamau (CRO) | C · Brian Otieno (CTO)C · Faith Wambui (CMO) | I · Alex Morgan (CEO)I · Board Risk Committee | 100% |
Migrate 80% of workloads to multi-cloud Strategic Objective SO-02 | R · Samuel Kariuki | A · Brian Otieno (CTO) | C · David Kiprop (CFO) | I · Alex Morgan (CEO) | 80% |
Net Promoter Score (Group) KPI K-101 | R · Mercy Wanjala | A · Wanjiru Kamau (CRO) | C · Insights Team | I · Executive Committee | 100% |
Complaint Resolution SLA Compliance KPI K-104 | R · Quality Assurance | A · Achieng Odhiambo (COO) | — | I · Executive Committee | 70% |
Garissa Branch Service Turnaround Project PRJ-118 | R · Hassan AbdilleR · Regional Ops | A · Mercy Wanjala (RD – East Africa) | C · HR Business PartnerC · Risk & Compliance | I · Wanjiru Kamau (CRO) | 95% |
Individual PIP — Kevin Mutiso Improvement Plan PIP-2041 | R · Daniel Kiprono | A · Mercy Wanjala (RD – East Africa) | C · HR Business Partner | I · Mwangi Njoroge (CPO) | 100% |
Unit Improvement Plan — Garissa Branch Improvement Plan UIP-Garissa-118 | R · Hassan Abdille | A · Mercy Wanjala (RD – East Africa) | C · Risk & Compliance | — | 60% |