Public Service and Human Capital Development Principal Secretary Dr. Jane Imbunya has called on public institutions to ensure they improve the quality of service Kenyans receive when seeking government services. She made the remarks during the official opening of National Customer Service Week in Nairobi. Dr. Imbunya emphasized that customer service excellence is not an extra favor to Kenyans, but a standard they are entitled to.
Dr. Imbunya urged government officers interacting with citizens to go the extra mile in delivering services within the law. She noted that public institutions must be committed to serving the public as the government strives to transform public service. The Principal Secretary also highlighted the importance of listening to citizens, with technology and policy being key but not the only focus.
The government has been making significant investments to establish Huduma centers across the country and has digitized most services to enhance service delivery and bring services closer to citizens. According to Huduma Centre Secretariat Benjamin Chilumo, the centers currently offer 171 physical services and over 25,000 E-Citizen services provided by 54 ministries, departments, and agencies, as well as at least 35 county governments.
The Huduma centers have achieved notable success, serving over 15 million customers in the last financial year and recording a customer satisfaction index of 83%. To extend services closer to communities facing challenges, Huduma Centre has availed 64 Huduma Mashinani. Additionally, 13 new Huduma centers are ready to be operationalized, while 21 others are under construction.
The ultimate goal is to establish Huduma centers in 290 constituencies in line with Vision 2030 aspirations of bringing government services closer to every citizen. Benjamin Chilumo emphasized that the centers aim to provide services closer to citizens, increasing accessibility and convenience.
Kenya Broadcasting Corporation Brand Manager Jackline Aseka urged institutions to leverage the corporation's wide reach to target customers through its television, radio, and digital platforms. She encouraged agencies to advertise through KBC, citing its large following and extensive reach.
The National Customer Service Week exhibition and citizen engagement aim to showcase reforms and innovations in customer service. The event provides a platform for institutions to interact with citizens, listen to their concerns, and improve service delivery. By working together, the government and institutions can enhance customer service quality and meet the expectations of Kenyan citizens.
Key points
- Dr. Jane Imbunya emphasizes that customer service excellence is a standard Kenyans are entitled to.
- Huduma centers have served over 15 million customers and recorded an 83% customer satisfaction index.
- The government aims to establish Huduma centers in 290 constituencies to bring services closer to citizens.
