Industrial attachment

INDUSTRIAL ATTACHMENT REPORT

KIRINYAGA UNIVERSITY

NAME: JOHN NDEGWA MAINA

ADMISSION: CT102/G/10912/20

SCHOOL: PURE AND APPLIED SCIENCE

DURATION: 3 MONTHS

COMMENCED: 5TH JUNE 2023

COMPLETED: 5TH SEPTEMBER 2023

ORGANIZATION: COMMUNICATIONS AUTHORITY OF KENYA

SUPERVISOR: SALLY KAWIRA GITONGA

Attachment documentation submitted to the ICT director as partial fulfilment of the

requirements for the reward of Internship completion at CA.

1
Industrial attachment

DECLARATION
I hereby declare that this report is a true reflection of my personal experience during the
industrial attachment at Communications Authority of Kenya. The information presented in
this report is based on my own observations, interviews, and interactions with the company’s
staff and management. I have also acknowledged all sources of information used in the
report to be true.

Name: John Ndegwa Maina.

Reg. No: CT102/G/10912/20

Date: ............................................. Sign: ...................................................

Supervised by: Ms. Sally Kawira Gitonga.

Position: Principal Network Infrastructure Officer.

Date: ............................................. Sign: ...................................................

2
Industrial attachment

ACKNOWLEDGEMENT
I would like to take this opportunity to express my heartfelt gratitude to God and all those
who supported and contributed to my internship experience.

First and foremost, I am immensely thankful to my supervisor, whose unwavering guidance

and encouragement helped shape my understanding of the industry. Their valuable insights
and patient mentorship have been instrumental in my growth during this internship.

I extend my sincere appreciation to Communications Authority, for providing me with the

opportunity to work as an intern. The exposure and hands-on experience gained here have
been invaluable in shaping my career path.

I would also like to acknowledge the entire ICT Department; whose support and cooperation
made my time at Communications Authority of Kenya a memorable and enriching
experience. Special thanks to my colleagues for their assistance and collaboration during our
joint projects.

Additionally, I want to thank Kirinyaga University for incorporating this internship as a

crucial part of my academic curriculum. The theoretical knowledge I gained from my
professors coupled with the practical experience from the internship has been a perfect blend
for my growth.

DEDICATION

3
Industrial attachment

I dedicate this report to my parents who have always been supportive of my education and
career aspirations. Their unwavering support has enabled me to pursue my dreams and
achieve academic success. I also dedicate this report to my industrial attachment supervisor,
colleagues and friends who made my attachment period enjoyable and productive.

4
Industrial attachment

ABSTRACT
This attachment report is a documentation of the industrial attachment experience at
Communications Authority of Kenya. The report comprises of six chapters including
Introduction, Objectives of the Study, Company Profile, Attachment Details,
Recommendations and Conclusion. The report provides an in-depth analysis of the company
profile, attachment experience, and recommendations for the company. The report aims to
give a comprehensive understanding of the operations of the company and the skills and
knowledge acquired during the attachment period. The report concludes by highlighting the
importance of the attachment program and how it has contributed to the academic and
personal growth of the author.

TABLE OF CONTENTS

5
Industrial attachment

DECLARATION..................................................................................................................... 2
DEDICATION........................................................................................................................ 4
ABSTRACT............................................................................................................................ 5
CHAPTER TWO: OBJECTIVES.........................................................................................11
2.1 Enhanced Technical Skills...........................................................................................11
2.2 Gained Work Experience.............................................................................................11
2.3 Improved Communication Skills.................................................................................12
2.3.2 Written communication.............................................................................................12
2.3.3 Active listening.........................................................................................................12
2.4 Personal and Professional Development......................................................................13
2.5 Foundation for Career..................................................................................................13
2.6 Problem-Solving..........................................................................................................14
2.7 Customer Service.........................................................................................................14
2.8 Record keeping............................................................................................................14
2.9 Time Management.......................................................................................................14
2.9.1 Prioritization.............................................................................................................15
2.9.2Task Planning and Scheduling...................................................................................15
2.9.3Time Tracking............................................................................................................15
2.9.4Eliminating Distractions............................................................................................15
2.10 Developing Adaptability Skills..................................................................................15
2.11 Developing Leadership Skills....................................................................................16
2.12 Networking Opportunities..........................................................................................16
CHAPTER THREE: COMPANY PROFILE........................................................................17
3.1 Physical Address..........................................................................................................17
3.2 Company History.........................................................................................................17
3.3 Organizational structure...............................................................................................18
3.5 sector and operations....................................................................................................19
3.6 Company Clients and beneficiaries..............................................................................20
3.7 Organization Rules and Regulations............................................................................21
3.7.1 Employee rules and regulations................................................................................21
3.7.2 Intern roles and measures..........................................................................................22
CHAPTER FOUR: ATTACHMENT DETAILS...................................................................24

6
Industrial attachment

4.1: Weekly timetable............................................................................................................24

4.2: Description of the workstation........................................................................................24
4.2.1: Description of the department......................................................................................24
4.2.2: Place of the ICT department in the overall structural integrity....................................26
4.2.3: Familiarization phase...................................................................................................26
4.2.4: Description of the working area...................................................................................27
4.3: Typical workday.............................................................................................................28
4.4 Advice for future interns..............................................................................................29
5.1Foster Innovation and Digital Transformation:.............................................................30
5.2Enhance Broadband Access and Affordability:.............................................................30
5.3Strengthen Consumer Protection:..................................................................................30
5.4Promote Competition and Market Liberalization:.........................................................30
5.5Focus on Cybersecurity and Data Protection:...............................................................31
5.6 Collaborate with International Bodies:.........................................................................31

CHAPTER ONE: INTRODUCTION

7
Industrial attachment

As a requirement to complete my bachelor’s degree program at Kirinyaga University, I had

the opportunity to undertake an industrial attachment at Communications Authority of
Kenya, a regulatory body in charge of all communications in Kenya. The attachment
program was an essential aspect of my academic journey as it gave me hands-on experience
in my field of study of business and information technology and exposed me to the realities
of the industry.

This report aims to present a comprehensive account of my experience during the attachment
program, focusing on the knowledge and skills I acquired during my tenure at
Communications Authority of Kenya. The report is organized into six chapters, each
addressing a critical aspect of my attachment program.

Chapter One of this report serves as an introduction to the entire document. It sets the context
of the report and highlights the importance of industrial attachment programs for students
pursuing different academic programs. Additionally, this chapter presents a background
communications authority the organization where I undertook my attachment program.

This chapter also includes a summary of the contents of the entire report. It gives an
introduction to what each chapter includes. A summary of the contents of the report are as
follows:

Objectives of the attachment

The objectives chapter outlines the specific goals that I aimed to achieve during the
attachment period. The chapter highlights the importance of the attachment program,
especially in relation to my academic and personal growth. It also provides a detailed
description of the specific skills and knowledge that I hoped to acquire during the attachment
program.

Company Profile
The company profile chapter provides an in-depth analysis of the organization where the
attachment took place. It describes the physical address, history, mission, vision and values
of the company. It also outlines the company's organizational structure, including the various
roles and responsibilities of its employees. The chapter also provides detailed information

8
Industrial attachment

about the products and services offered by the company, as well as its clients and rules and
regulations.

Attachment details
This chapter provides an overview of my day-to-day activities during the attachment
program. It outlines the various tasks and responsibilities that the author was assigned,
including customer service, inventory management, and sales activities. It also includes my
relationship with the staff at the hardware store, including supervisors, colleagues, and
customer during my attachment. The challenges and solutions that I faced during my
attachment, and my advice to future interns are highlighted in this chapter as well.

Recommendations
The Recommendations chapter provides a summary of the key issues identified during the
attachment period and provides recommendations on how the company can address these
issues. The chapter is based on my observations and experiences while working at
communications authority. Some of the key recommendations include improving the
company's inventory management system, enhancing the customer experience through better
service delivery, and leveraging technology to improve business processes.

Conclusion
The final chapter of the attachment report is a comprehensive conclusion of the entire report.
It provides a summary of the key findings and insights from the attachment experience at the
company. The chapter highlights the importance of the attachment program in providing
practical work experience and developing relevant skills for future career prospects. It is also
my reflection of how the chapter has impacted my personal growth. The chapter concludes
by emphasizing the importance of continuous learning and improvement for both individuals
and organizations, and how the attachment experience has reinforced this principle.

The attachment program lasted for a period of three months, during which I worked in
various departments of the organization. My duties mainly involved assisting in the
management of customer orders, restocking of inventory, and providing support to the sales

9
Industrial attachment

team. I also gained hands-on experience in interacting with the business management
software and spreadsheets used in record keeping and also providing customer support.

Throughout the attachment program, I was able to apply theoretical knowledge obtained in
class in a practical setting, learn new skills, and gain exposure to the industry's best practices.

Additionally, the attachment program presented an opportunity for me to interact with

professionals in my field of study and learn from their experience.

The knowledge and skills acquired during the attachment program have played a critical role
in shaping my academic and career aspirations. The attachment program has enhanced my
understanding of the industry, improved my problem-solving skills, and increased my
confidence in dealing with real-life challenges in the industry.

10
Industrial attachment

CHAPTER TWO: OBJECTIVES

As a student on industrial attachment at Communications Authority there were several

objectives that I aimed to accomplish during my work experience. These objectives were
aimed at providing a conducive environment for learning, enhancing my technical skills, and
improving my personal and professional development as well as offering a solid foundation
for my career.

2.1 Enhanced Technical Skills

As a Bachelor of Business and Information Technology student, I aimed to put my IT skills

to work during this attachment. The internship provided me with an opportunity to gain
practical experience and enhance my knowledge in the field of communications and
technology regulation. Throughout my tenure at the CA, I engaged in various projects and
tasks that allowed me to develop a range of technical competencies. This report highlights
the key skills I acquired and the experiences that contributed to my professional growth.

2.2 Gained Work Experience

2.2.1 Network infrastructure management.

During my internship at the ICT Department, I had the opportunity to work on network
infrastructure management projects. I gained practical knowledge in setting up and
maintaining local area networks (LANs), configuring LAN cables, and troubleshooting
network connectivity issues. This experience helped me understand the fundamentals of
network infrastructure and the importance of efficient network management

2.2.2 Systems administration

Within the ICT Department, I was exposed to systems administration tasks, which enabled
me to enhance my technical skills in managing computer systems. through it, I gained hands-
on experience in installing, configuring, and maintaining operating systems and software
applications. Additionally, I learned about user account management, data backup and
recovery procedures, and system performance monitoring. This knowledge provided me with
a solid foundation in systems administration.

11
Industrial attachment

2.2.3Help desk support

During my internship, I had the opportunity to assist with help desk support activities. This
involved responding to user queries and providing technical assistance to employees within
the organization. I learned effective troubleshooting techniques, how to diagnose and resolve
common hardware and software issues, and how to provide excellent customer service. This
experience enhanced my communication and problem-solving skills, which are crucial in a
support role.

2.3 Improved Communication Skills

2.3.1 Professional communication.

Working in a professional environment required one to effectively communicate with

colleagues, supervisors, and other stakeholders. Engaging in regular interactions, such as
team meetings, presentations, and discussions, helped me refine your verbal communication
skills and present my ideas clearly and confidently.

2.3.2 Written communication

Throughout my internship, I wrote reports, documentation, and tickets as part of my

responsibilities. These written tasks helped me improve my ability to convey information
concisely, use appropriate language and tone, and communicate complex technical concepts
effectively to a diverse audience.

2.3.3 Active listening

In an ICT environment, active listening is crucial for understanding user needs,

troubleshooting technical issues, and collaborating with team members. My attachment in the
department likely provided opportunities to practice active listening skills by attentively
understanding requirements, asking clarifying questions, and providing appropriate solutions.

12
Industrial attachment

2.4 Personal and Professional Development

One of my primary goals during my attachment was to improve my interpersonal skills by

learning how to work effectively with individuals of different backgrounds and personalities.
By collaborating with others and understanding their unique perspectives, I aimed to develop
greater empathy and emotional intelligence, which would help me become a more effective
team player. Additionally, I planned to take on leadership roles, be proactive, and take
initiative in my work to further improve my leadership skills. This experience allowed me to
develop my decision-making, problem-solving, and project management abilities, which are
critical in the workplace. Another area that I aimed to develop during my attachment was my
business analytical skills. By analyzing business data, I would be able to identify patterns
and trends and used this information to make informed decisions. This would enhance my
critical thinking abilities and enabled me to provide valuable insights to the organization.

2.5 Foundation for Career

Undertaking this attachment served as an essential foundation for my future career in the
field of Business and Information Technology. This experience would provide me with the
opportunity to apply the knowledge and skills I had acquired in my academic studies to real-
world business scenarios. This would enable me to gain hands-on experience and practical
insights into the field, which will be invaluable as I embark on my professional journey.
Moreover, during my attachment, I looked forward identifying areas of interest and
specialization within the field of Business and Information Technology. By working with
various departments and teams, I would be exposed to different aspects of the field,
including technical, managerial, and analytical functions. This would allow me to gain a
more profound understanding of my talents and strengths and how I could capitalize on them
to pursue my career goals. By identifying my areas of interest and specialization, I would be
able to make informed decisions about my future career path. I would be better equipped to
select relevant courses, certifications, and training programs that would enhance my skills
and knowledge in these areas. Additionally, I would have a clearer idea of the types of job
roles and responsibilities that aligned with my interests and strengths, allowing me to target
my job search and focus on the opportunities that were most suitable for me.

13
Industrial attachment

2.6 Problem-Solving

During this attachment, I looked forward to the opportunity to identify problems within the
organization, analyze the root causes, and develop solutions to mitigate or resolve these
problems. This would help me to develop critical thinking skills and to apply problem-
solving techniques in a real-world setting. Such skills would come in handy when dealing
with not only business problems but also personal issues in daily life activities.

2.7 Customer Service

As an attachment student at Communications Authority of Kenya, my goal was to develop

my customer service skills by interacting with a diverse range of customers. Learning how to
handle other staff inquiries, complaints, and feedback in a professional and empathetic
manner would enable me to enhance my communication skills, problem-solving abilities,
and conflict resolution techniques.

2.8 Record keeping

During my stay at the ICT department, there was use of the ticketing system, the ticketing
system served as a centralized platform for tracking and managing user support requests,
technical issues, or project-related tasks. Each ticket created in the system represented a
record of a specific issue or task, including relevant details such as the requester, description,
priority, assigned technician, and resolution status. This centralized approach allowed for
better organization and accessibility of records.

When users or employees submitted support requests through the ticketing system, each
interaction was documented within the ticket. This documentation included details of the
issue reported, troubleshooting steps taken, and any resolutions provided. These records
became invaluable for future reference, ensuring that a history of interactions and solutions
was maintained for similar issues or knowledge transfer purposes.

2.9 Time Management

Effective time management is a crucial skill for any professional in the workplace. As an
attachment student at communications authority, I did effective time management by doing
the following:

14
Industrial attachment

2.9.1 Prioritization

Interns in the ICT department often handle multiple tasks and projects simultaneously. I
practiced Effective time management by prioritizing these tasks based on their urgency,
importance, and deadlines. This allowed me to focus on critical tasks first and allocate time
accordingly, ensuring that key deliverables are completed on time.

2.9.2Task Planning and Scheduling

Time management involves planning and scheduling tasks in a structured manner. I used
various tools, such as to-do lists, calendars, or project management software, to create a clear
roadmap of all the responsibilities that I was assigned.

2.9.3Time Tracking

As interns in the ICT department, we often dealt with time-sensitive tasks or support
requests. I utilized time-tracking tools or techniques to monitor and allocate time for each
task or project. Tracking time spent on different activities helped me understand my
productivity, identify time-consuming tasks, and optimize my efficiency

2.9.4Eliminating Distractions

Distractions can hinder productivity and effective time management. As an intern in the ICT
department I practiced techniques such as setting aside specific time blocks for focused
work, minimizing interruptions, and creating a conducive work environment. Minimizing
distractions allowed me to concentrate on tasks, complete them efficiently, and adhere to
project timelines. Regenerate response

2.10 Developing Adaptability Skills

As a Bachelor of Business and Information Technology student, I recognize the importance

of adaptability in the workplace. During this attachment, I aimed to develop my adaptability
skills by working in a dynamic and fast-paced environment. I intended to learn how to adjust
to changing circumstances, handle multiple tasks at once, and prioritize my workload to meet
deadlines. These skills are valuable in my future career, where I need to adapt to new

15
Industrial attachment

technologies, processes, and work environments. By mastering adaptability, I would be

better equipped to handle the challenges of the modern workplace.

2.11 Developing Leadership Skills

Another objective of this attachment was to develop my leadership skills. Through this
attachment, I aimed to learn how to work effectively as part of a team, delegate tasks, and
take on leadership roles when necessary. I would also observe how leaders in the company
made decisions and solved problems, which was valuable in my future career.

2.12 Networking Opportunities

Finally, this attachment provided networking opportunities that would help me build
connections with other professionals in my field. By interacting with other staff members, I
would be able to build relationships that would be valuable in my future career. I would also
have an opportunity to attend industry events and conferences, where I would meet other
professionals and learned about the latest trends and developments in the industry.

In summary, the objectives of my industrial attachment at communications authority were to

enhance technical skills by learning and using various technological systems for day-to-day
operations; gain work experience by learning about the various departments within the
organization, such as finance, human resources, and marketing; improve communication
skills by engaging with a diverse range of stakeholders and further developing
communication skills; develop personal and professional growth, including interpersonal,
leadership, and analytical skills, lay a foundation for a career in the field of Business and
Information Technology by applying academic knowledge and skills to real-world business
scenarios, identifying areas of interest and specialization within the field, and targeting job
opportunities; and develop problem-solving skills by identifying and analyzing problems
within the organization and recommending effective solutions. It was my hope that by the
end of this attachment, I had accomplished these objectives and was better equipped for my
future career.

16
Industrial attachment

CHAPTER THREE: COMPANY PROFILE

3.1 Physical Address

The mailing address of the Communications Authority of Kenya is P.O. Box 14448 – 00800,
Nairobi, Kenya. The physical address is Physical Address: CA Centre, Waiyaki Way,
Nairobi, Kenya

3.2 Company History

Establishment and Early Years (1999-2008): The Communications Authority of Kenya

was established in 1999 as the Communications Commission of Kenya (CCK) under the
Kenya Communications Act. Its primary mandate was to regulate the rapidly growing
telecommunications sector in the country. During this period, the CCK focused on promoting
competition, developing policies, and ensuring the provision of quality services to
consumers.

Expansion of Mandate and Rebranding (2008-2013): In 2008, the CCK underwent a

significant transformation, expanding its mandate beyond telecommunications to include
regulation of the information and broadcasting sectors. This move was in response to the
convergence of technologies and the need for a unified regulatory body. Consequently, the
organization was rebranded as the Communications Authority of Kenya (CA) to reflect its
broader scope of responsibilities.

Policy and Regulatory Reforms (2013-2017): During this period, the CA spearheaded
various policy and regulatory reforms to enhance the communications sector in Kenya.
These reforms aimed to promote innovation, investment, and consumer protection. Key
initiatives included the development of the National Broadband Strategy, the establishment
of the Universal Service Fund to bridge the digital divide, and the introduction of mobile
number portability to promote competition.

Digital Migration and Spectrum Management (2013-2015): One of the significant

milestones achieved by the CA during this time was the successful migration from analog to
digital broadcasting. The migration process aimed to improve the quality and efficiency of

17
Industrial attachment

broadcasting services while freeing up spectrum for other uses. The CA played a crucial role
in coordinating the migration, ensuring a smooth transition and facilitating the rollout of
digital broadcasting services across the country.

Protecting Consumers and Promoting Competition (2017-Present): In recent years, the

CA has intensified its efforts to protect consumer rights, promote fair competition, and
safeguard the interests of users in the communications sector. The authority has been
involved in addressing issues such as quality of service, cybersecurity, data protection, and
affordability of communication services. It has also focused on promoting innovation and
investment to drive the growth of Kenya's digital economy.

Today, the Communications Authority of Kenya continues to play a vital role in regulating
the communications sector, ensuring compliance with regulations, promoting competition,
protecting consumers, and fostering the development of a vibrant and inclusive digital
ecosystem in the country. It strives to adapt to the evolving technological landscape and meet
the challenges posed by the dynamic communications industry.

3.3 Organizational structure

Communications Authority is a government-owned organization therefore; it must answer to

both the Kenyan government and its constituents. The Ministry of Information,
Communications, and Technology (ICT), which is in charge of setting general policies and
directing the Kenyan communications industry, provides oversight for the authority's
operations. Internal structure includes:

1. Board of Directors: The board of directors is responsible for strategic direction and
policy formulation, and overseeing the overall management of the Communications
Authority of Kenya. They consist of nine members, appointed by the president of Kenya,
with approval from the parliament

2. Director-General: The Director-General is the chief executive officer of the

Communications Authority of Kenya and is responsible for the day-to-day management of
the organization. He is

18
Industrial attachment

3. Departments: The Communications Authority of Kenya has several departments

responsible for various functions including:

 Legal and Regulatory Affairs Department - responsible for the development of

regulations, licensing, and compliance.

 Consumer and Public Affairs Department: - responsible for consumer protection and
public awareness campaigns.

 Information and Communications Technology (ICT) Department - responsible for the

development of the ICT sector.

 Spectrum Management Department - responsible for managing the allocation and

utilization of radio frequency spectrum.
 Engineering Compliance and Standards Department - responsible for ensuring that
communication equipment meets regulatory and safety standards.

 Finance and Administration Department - responsible for financial management and

human resource management.

Regional Offices: The Communications Authority of Kenya has regional offices in different
parts of the country, which are responsible for enforcing regulations and providing support
services to stakeholders ensuring that all customers are treated with respect and provided
with high-quality products
and services.

3.5 Sector and operations

The authority is responsible for the regulation, licensing, and oversight of

telecommunications, broadcasting, postal, and courier services in the country.

Telecommunications- in terms of telecommunication, CA handles the licensing and

regulation of telecommunication service providers, including cell network operators, fixed-
line operators, internet service providers, and other communication service providers. It also
oversees the distribution and utilization of radio frequency spectrum for the nation's telecoms
services.

19
Industrial attachment

Broadcasting-in terms of broadcasting, it oversees and issues licenses to broadcasters,

including radio and television channels. The authority is in charge of ensuring that
broadcasting services abide by rules that guarantee they satisfy specific standards of quality,
content, and public interest.

Postal and courier services- In the postal and courier services sector, the CA regulates and
licenses postal and courier service providers, and ensures that they comply with regulations
to provide quality services to the public.

It also has a significant impact on encouraging the expansion and development of Kenya's
telecom industry. The creation of guidelines, policies, and rules that support the sector's
expansion falls under the purview of the authority. Furthermore, it promotes the growth of
the nation's ICT infrastructure and offers public instruction on the advantages of ICT.

In summary, the Communications Authority of Kenya operates in the communications

sector, which includes telecommunications, broadcasting, postal, and courier services. The
authority is responsible for licensing, regulating, and overseeing communication service
providers and promoting the growth and development of the sector in Kenya.

3.6 Company Clients and beneficiaries

Telecommunication services provider- It governs and issues licenses to telecom service

companies. These include fixed-line operators, internet service providers, and other
communication service providers as well as cell network operators. These providers profit
from CA's regulatory structure, which guarantees that they comply with legal requirements
and certain quality and service standards.

Broadcast service providers- In Kenya, it oversees and issues permits to radio and television
broadcasters. These broadcasters gain from the CA's rules, which guarantee that they
function lawfully and adhere to certain quality, content, and public interest standards.

Such broadcasters include:

20
Industrial attachment

• Nation Media Group - Nation Media Group runs a number of radio and television
stations in Kenya. The business has permission from CA to run several radio channels,
including Nation FM, Easy FM, and Q-FM, as well as the television stations NTV and
QTV.
• Standard Group - Standard Group runs a number of radio and television stations in
Kenya. It is licensed by CA to run KTN, a television channel, as well as Radio
Maisha, Spice FM, authorize the company and Vibez Radio, among other radio
stations.
• Royal Media Services - they run a number of radio and television stations in Kenya.
The business has permission from CA to run several radio stations, including Radio
Citizen, Hot 96, and Ramogi FM, as well as the television channels Citizen TV and
Inooro TV.
• Mediamax Network Limited - they run a number of radio and television stations in
Kenya. The business has permission from the CA to run the radio stations Kameme
FM, Milele FM, and Meru FM.FM as well as the K24 television network.
• Radio Africa Group - Several radio stations are run by the media business Radio
Africa Group in Kenya. The business is authorized by CA to run Kiss FM, Classic
FM, Radio Jambo, and East FM.
In addition to this, by extension, consumers of telecommunication. Broadcasting and postal
and courier services are all beneficiaries of CA

3.7 Organization Rules and Regulations

3.7.1 Employee rules and regulations

1. Attendance and Punctuality: All employees are expected to arrive at work on time and
work their scheduled hours. Tardiness and excessive absenteeism are not tolerated.

2. Dress Code: All employees must dress appropriately for their job duties and wear
their uniform or work clothes as required. Personal hygiene and cleanliness are also
expected.

3. Workplace Safety: All employees must follow safety procedures and use safety
equipment and gear when working with tools and machinery. Report any safety
hazards or accidents immediately.

4. Customer Service: All employees are expected to provide excellent customer service
and assist customers in a courteous and professional manner.

21
Industrial attachment

5. Confidentiality: All employees must respect the privacy of customers and keep
confidential any information they obtain in the course of their work.

6. Workplace Conduct: All employees must behave in a professional and respectful

manner while on the job. Harassment, discrimination, and violence will not be
tolerated.

7. Use of Company Property: All employees must use company property, including tools
and equipment, responsibly and only for work-related purposes.

8. Compliance with Policies: All employees must follow company policies and
procedures, including those related to ethics, conduct, and safety. Any violations will
be subject to disciplinary action, up to and including termination.

3.7.2 Intern roles and measures

The Communications Authority of Kenya (CA) is dedicated to giving college students and
recent graduates the chance to develop their knowledge and abilities in the communications
industry. Because of this commitment, the CA has created intern guidelines to guarantee that
interns receive fair treatment and are given access to a secure learning environment.

At the start of the program, interns are informed of their duties and obligations at the CA.
Under the direction of their supervisors, interns are tasked with working on particular
divisions or projects and are expected to contribute to the organization's work. Additionally,
regular feedback and chances for professional growth are given to interns.

Depending on the program, internships at CA usually last between three and six months. At
the start of the program, interns are informed of the duration of their internship as well as any
other pertinent details, such as expectations and duties.

CA provides interns with a monthly stipend to pay their essential living costs. The stipend's
amount varies based on the program and the intern's degree of responsibility. Beyond the
stipend, interns are not eligible to any other compensation or benefits.

CA is committed to making sure that interns labor in a secure and wholesome environment.
Before starting their internship, interns must complete a health and safety induction. They are

22
Industrial attachment

also given the essential safety gear and training. Additionally, while on assignment, interns
are protected by the CA's insurance plan.

In summary, CA provides a conducive stable environment that enables interns to practice

their skills and sharpen them, while also instilling new skills that prove beneficial to
everyday problem solving. Interns can rest well assured that they receive adequate
opportunities for self-improvements and skill honing, while also being assured of workplace
safety and conductivity

23
Industrial attachment

CHAPTER FOUR: ATTACHMENT DETAILS

4.1: Weekly timetable

This section deals with the overall summary of the working hours

Week 1 and 2 was the familiarization stage, where I was introduced to the staff and my
fellow colleagues. I was also shown around the organizations, the locations and various
timetables. During the 2 weeks I learnt my role as an intern and began practicing and
improving on my technical ability

In week 3 and 4, I assisted in internal support and maintenance of various machines and
network devices, like server maintenance, network monitoring, and various hardware and
software related problems like dysfunctional monitors, keyboards and CPUs.

In the fifth, sixth and 7th week, there was an organization-wide preventive maintenance,
which guarantees the best performance and longevity of equipment, machinery, and facilities
though routine and systematic inspection, cleaning, adjusting, and replacement of parts and
components.

In the 8th and 9th week, work in the ICT department resumed as usual, which includes internal
support. Data taken from the preventive maintenance was keyed into the system and digitally
sorted for easier referencing and tracking down damages and working on them accordingly

Overall, with constant influx of work and work-related assignments and materials, I was able
to be busy practicing and solving internal issues arising in the organization for the betterment
of work conditions and environment for fellow colleagues

4.2: Description of the workstation

4.2.1: Description of the department

The ICT Department's responsibility is to oversee and support CA's IT infrastructure and
systems. In addition to ensuring the security of CA's information assets, this entails

24
Industrial attachment

supervising the creation, implementation, and upkeep of the network, hardware, software,
and databases used by the organization.

The ICT department is crucial as it performs important functions such as:

• Developing and implementing ICT policies, procedures, and guidelines: The ICT
Department is in charge of establishing and upholding the rules and regulations that
control how IT networks and systems of CA are used. This covers items like
acceptable use guidelines for software and hardware, network access protocols, and
data security policies.
• Providing technical support and training to CA staff on the use of ICT systems
and applications: To enable CA staff to utilize the organization's ICT systems and
applications successfully, the ICT Department offers training and technical assistance.
• Managing the CA's information systems, including email, internet access, and
intranet services: The ICT Department is in charge of administering CA's various
information systems to make sure they are dependable, secure, and meet the
requirements of CA employees. These systems include email, internet access, and
intranet services.
• Managing the CA's data centers, servers, and other ICT infrastructure: The CA's
data centers, servers, and other ICT assets are managed by the ICT Department, which
also makes sure that they are up to date and run in a secure and reliable manner.
• Developing and implementing ICT disaster recovery plans and business
continuity strategies: In the event of a catastrophe, such as a cyberattack or a natural
disaster, the ICT Department develops and puts into action plans for recovering data
and systems. Creating backup and recovery protocols, testing disaster recovery plans,
and making sure that crucial systems and data are safeguarded are all included
• Ensuring compliance with regulatory and industry standards for information
security and data protection: The ICT Department is in charge of making sure that
the CA adheres with all applicable laws and business practices regarding data security
and privacy. This entails putting in place the proper security controls, keeping an eye
out for security threats, and performing routine security evaluations and assessments.

25
Industrial attachment

To ensure smooth operation of the department, there is a hierarchy of command in the

department itself. The Director of ICT leads the department. The deputy director of Security
Administration and Network Infrastructure (SANI) who is in turn assisted by two
subordinates who coordinate in the day-to-day activities assists him. Next in command are
contractors, who are employees who work under time periods as stipulated in their contract,
which is legible for renewal. They are then followed by the interns who in tandem with the
contractors, deal with the internal support and maintenance.

4.2.2: Place of the ICT department in the overall structural integrity

The ICT department an integral part of the organization's structural integration. It is
responsible for managing and maintaining CA's information technology systems and
infrastructure, which are critical to the effective functioning of the organization.

In order to make sure that the organization's ICT systems and applications satisfy the needs
of CA staff and are in line with the organization's overarching goals, the ICT Department
collaborates closely with other departments, units, and committees within the CA. To make
sure that the CA's ICT systems support the regulatory functions of the organization, the ICT
Department specifically collaborates with the Licensing and Compliance Department, the
Frequency Spectrum Management Department, the Competition and Tariffs Department, the
Consumer and Public Affairs Department, the Legal and Regulatory Affairs Department, and
the Finance and Strategy Department.

The ICT Department also collaborates with the Internal Audit Unit, the Procurement Unit,
the Security Unit, and the Risk Management Unit to make sure the ICT systems used by the
CA are dependable, secure, and compliant with applicable laws and standards.

Overall, the ICT department plays a critical role in the structural integration of CA by
providing the necessary technical support and infrastructure to enable the organization to
carry out its mandate effectively and efficiently.

4.2.3: Familiarization phase

An IT intern's training curriculum must include a significant amount of time for
familiarization. The intern is introduced to the company's culture, policies, practices, and the

26
Industrial attachment

IT infrastructure they will be using during this period. Following this, I was familiarized into
the company through various steps to ensure that I am fully integrated into the organization:

• Introduction to the organization: They gave me an overview of the organization's

mission, vision, and values. They are also introduced to the organizational structure,
and the different departments and their functions
• Introduction to the IT department: They told me The IT department's structure,
roles, and tasks. They introduced me to the different applications and networks that
the department oversees.
• Orientation to policies and procedures: I was an introduction to the organization's
policies and procedures, including IT policies and procedures. This covers rules for
network access, data security, and appropriate use of IT tools.
• Training on IT tools and applications: I received instruction on the different IT
resources and programs I will use during their internship. This includes instruction in
programming languages, database management systems, operating systems, and other
pertinent uses.
• Shadowing and observation: I worked alongside and observed contractors and
experienced employees as they go about their daily tasks. As a result, I was better able
to comprehend the various tasks and duties within the IT division.

The director and deputy director monitored my progress weekly, and through this, they
mentored me and in turn, they helped me to continue improving my skills and aim to ascent
in terms of knowledge acquisition and striving for excellence. Overall, the familiarization
phase was comfortable and enabled smooth transition into being a part of the organization

4.2.4: Description of the working area

The ICT department is comprised of various sections, each occupied by various levels of
employees with various functions, purposes and access levels the sections include:

 Helpdesk – this is the first section of the department. When entering, you have to pass
by the helpdesk to record your clocking in and out times. It is also the first place
where technical support is sought after, thus making it the first part of contact for most
employees

27
Industrial attachment

 Server room - The servers and other network hardware that support the organization's
IT systems are kept in the server room. Access to the server room is typically
restricted to the ICT staff, but door access is through biometrics and only a select
number of contractors, the director, and deputy directors and subordinated have access
all through.

Interns and other contractors don’t have unlimited access

 Workstations - The employees are located here. Typically, the desks come with
computers, monitors, keyboards, and other accessories. Each employee has a
dedicated workstation that is set up to suit his or her individual requirements.
 Storage area - Spare parts, tools, and cables for IT devices are kept in this area. The
area is neat so that things are accessible and simple to find.

4.3: Typical workday

• Reporting to work – As an employee, everyone is to report to work by 8:00am, and
everyone is issued with an Identification card which when scanned, displays your
name and position on a small screen. When entering the premises, a scanning door
serves at the entrance to the building. After scanning, I report to the ICT department
where I clock in on an intern nominal register to show presence at work
• Performance of duties – requests come through the helpdesk via LAN telephones,
where in accordance to work level, is assigned accordingly. Most work is manageable
by a single individual, but there are cases where two or even three individuals are
assigned to a single job depending on the complexity. Once a request is done and
acknowledged, a ticket is issued in regards to the work done which displays the
requester, the assigned technician and the problem and actions taken. This brings
about accountability
• Breaks and refreshments - during lunchtime which runs from 1pm to 2pm,
employees take part in eating lunch and relaxing around the premises to relieve
workload stress and provide breathers

28
Industrial attachment

• Leaving work – as an employee, the workday ends at 5pm. Any unresolved matters
are resolved by then, and if it requires time extension, it is noted down and revisited
the following day. As an intern, I clock out in the internal nominal register and scan
my card in the main entrance to signify the end of the workday

Overall, a typical workday in CA is manageable the organization provides an opportunity to

perform duties efficiently and effectively

4.4 Advice for future interns

As someone who has completed their attachment in an IT department, I would like to offer
some advice to future interns in this field. First and foremost, it is important to prioritize
learning and keeping up with the latest technology trends. The tech industry is constantly
evolving, and staying ahead of the curve will be beneficial in the long run. It is also
important to have a growth mindset and be willing to learn from others, including your
colleagues and superiors.

Additionally, communication skills are key in an IT department. Being able to effectively

communicate technical information to non-technical team members is essential. It is also
important to be a team player and willing to assist others when needed.

When it comes to rules and regulations, it is crucial to adhere to them for the safety and
security of the organization. This includes following proper procedures for data handling and
security, as well as keeping personal devices separate from work devices.

Finally, I want to emphasize the importance of embracing technology. The world is

becoming increasingly digital, and being able to adapt and innovate with technology will be
crucial for success in any industry. Don't be afraid to experiment and try new things, and
always be open to new ideas and approaches.

An IT internship can be a valuable learning experience if approached with a positive attitude

and a willingness to learn and grow.

29
Industrial attachment

CHAPTER FIVE: RECOMMENDATIONS

Based on my experiences during the industrial attachment at Communications

Authority, I have some recommendations that can help the organization improve its
operations and services.

5.1Foster Innovation and Digital Transformation:

By promoting a conducive environment for innovation and digital transformation. This can
be achieved by supporting initiatives such as sandbox environments for testing new
technologies, facilitating partnerships between industry players and startups, and providing
regulatory flexibility to encourage the adoption of emerging technologies.

5.2Strengthen Consumer Protection:

By strengthening its efforts in protecting consumers' rights and interests. This can involve
implementing robust mechanisms for addressing consumer complaints, conducting regular
quality-of-service assessments, ensuring transparency in pricing and billing practices, and
enforcing data protection and privacy regulations.

5.3Promote Competition and Market Liberalization:

Through promoting competition in the communications sector. This can be achieved by

regularly reviewing licensing frameworks, ensuring fair market practices, and monitoring
mergers and acquisitions to prevent anti-competitive behavior. Additionally, consider
recommending measures to encourage new entrants, stimulate innovation, and foster a level
playing field.

30
Industrial attachment

CHAPTER SIX: CONCLUSION

The idea to have the field attachment at the end of third year of studies was good as it gives

students opportunity to adjust in their field of study while on their fourth academic year. It

gives students a chance to adjust to future attachments and work on relevant work-related

skills needed, and with additional practice with the internship program I’m to take after the

final year, Kirinyaga University will be bound to produce Software Engineering students

who are more than ready to tackle the work environment.

The internship program provided a valuable opportunity for me to acquire various technical
and soft skills that are highly sought after in the industry. These include:

- Network administration
- Network & system troubleshooting
- Database management
The major soft skills I got to learn include:

- Teamwork and collaboration

- Effective communication
- Adaptability which involved working overtime and even under pressure
- Professional etiquette
- Taking initiative when called upon
This was certainly an enriching journey that has significantly contributed to my personal and
professional growth. The mentorship and support from all involved parties has been
instrumental in helping me navigate through new challenges and learn the ropes of the
industry.

THANK YOU.

31