The Kenyan government is set to make communication a measurable performance deliverable across ministries, departments, and agencies. This move aims to improve service delivery and strengthen engagement with citizens. According to Broadcasting and Telecommunications PS Stephen Isaboke, the recent Government Communication Policy seeks to harmonize communication across public institutions. This will ensure that government messages are well-coordinated, based on verified information, and responsive to public concerns.
The development of the policy dates back to discussions in 2019, which aimed to address gaps in the way government institutions communicate their decisions, programs, and services. Isaboke noted that communication had often been overlooked during project planning, with resources allocated to public information being reduced during periods of austerity. Under the new policy, communication will be considered from the outset of major projects, with institutions incorporating it into their budgets and implementation plans.
Performance contracting will also include measurable communication commitments for Cabinet Secretaries and heads of government institutions. Isaboke emphasized that delivering a project physically is not enough if citizens are unaware of its purpose, benefits, or how it affects them. He explained that government communication follows an established structure, with the President providing the broader direction of government policy, while Cabinet Secretaries communicate on the mandates and programs of their respective ministries.
Principal Secretaries interpret and implement policies within their dockets, supported by public communication officers deployed across ministries and departments. These officers support ministry leadership by providing information on government programs and facilitating communication with the public. Counties also have their own communication officers, making coordination between the national and county governments crucial in ensuring that information remains consistent and reaches out to communities through relevant channels.
The government is also developing a National Communication Centre, which will provide a central point for citizens to access government information, make inquiries, and submit feedback. The proposed platform will bring together information from government institutions and help members of the public direct questions to the relevant departments. The centre is expected to support public access to information by bringing together updates and services from different government offices.
Isaboke identified the Kenya News Agency (KNA) and the Kenya Broadcasting Corporation (KBC) as key government channels used to disseminate public information. He explained that KNA provides coverage of events and issues across the counties, with its reports also being used by other media outlets, while KBC serves as the national broadcaster. The government will use available digital tools, including WhatsApp channels, short codes, and artificial intelligence-enabled chatbots, to respond to general inquiries.
The rapid circulation of information on social media has increased the importance of timely, accurate, and coordinated communication by government. Isaboke emphasized that public communication should be supported by reliable information and that officials responsible for explaining government decisions must understand the issues they are communicating. He also stressed the importance of verifying information before it is amplified, particularly during emergencies when inaccurate reports could cause confusion.
Key points
- The Kenyan government plans to make communication a measurable performance deliverable across ministries to improve service delivery and engagement with citizens.
- A new National Communication Centre is being developed to provide a central point for citizens to access government information and submit feedback.
- The government will use digital tools, including WhatsApp channels and chatbots, to respond to general inquiries and provide information to citizens.
