The 2026 National Customer Service Week in Kenya commenced on October 5, 2026, and will run until October 9. This year's theme, "Extra Mile: Transforming Public Service Through Customer Service Excellence," is complemented by the national tagline "Huduma Bora, Taifa Bora." The event is coordinated by the State Department for Public Service and Human Capital Development, with the Kenya School of Government serving as the Secretariat.
The National Customer Service Week aims to strengthen citizen-centred service delivery, promote innovation, and foster a culture of excellence across the public service. The initiative provides a national platform for Ministries, Departments, and Agencies (MDAs) to showcase reforms, innovations, and initiatives aimed at improving the quality, accessibility, and responsiveness of public services. This aligns with the Government's commitment to efficient, responsive, and citizen-centred service delivery, as outlined in the Constitution of Kenya, the Bottom-Up Economic Transformation Agenda (BETA), and the Public Service Transformation Agenda.
The 2026 National Customer Service Week focuses on five key pillars of BETA: the Digital Superhighway and Creative Economy, Universal Health Coverage, Affordable Housing and Urban Development, Agricultural Transformation and Food Security, and the MSME Economy. Under these pillars, the programme will highlight various initiatives, including digital government, innovation, accessible services, people-centred healthcare, dignified housing, farmer and livestock services, and enterprise support.
A key feature of the National Customer Service Week is a common exhibition and citizen-engagement platform that brings together Government institutions to showcase their services and innovations. The programme includes institutional exhibitions, service demonstrations, BETA thematic forums, panel discussions, citizen engagement and feedback sessions, digital government and innovation showcases, media and social-media engagement, and livestreaming of selected activities.
The initiative is expected to facilitate knowledge sharing and cross-institutional learning while encouraging public servants to go the "extra mile" in responding to the needs and expectations of citizens. The organisers believe that customer service excellence is critical to building public confidence in Government institutions and ensuring that citizens receive timely, accessible, efficient, and responsive services.
The week-long event will conclude with service-excellence commitments, documentation, monitoring, and evaluation, as well as post-event reporting to capture lessons and recommendations for strengthening customer service across Government. The National Customer Service Week 2026 aims to reinforce the message that quality public service is central to Kenya's transformation agenda, with the ultimate objective of building a more responsive, efficient, inclusive, and citizen-focused public service.
By promoting a culture of excellence in customer service, the Kenyan Government seeks to enhance the overall experience of citizens who interact with public services. The National Customer Service Week serves as a platform for the Government to engage with citizens, receive feedback, and demonstrate its commitment to delivering high-quality services that meet the needs and expectations of the people.
Key points
- The 2026 National Customer Service Week is anchored on the Government's commitment to efficient, responsive, and citizen-centred service delivery.
- The initiative focuses on five key pillars of BETA: the Digital Superhighway and Creative Economy, Universal Health Coverage, Affordable Housing and Urban Development, Agricultural Transformation and Food Security, and the MSME Economy.
- The programme includes a common exhibition and citizen-engagement platform that brings together Government institutions to showcase their services and innovations.
