- The government has announced plans to establish Huduma Centres in all 290 constituencies across Kenya, aiming to improve service delivery nationwide
- Public Service Cabinet Secretary Justin Muturi made the announcement during Customer Service Week in Kisumu, praising the centres for streamlining access to essential services like ID cards and driving licenses
- The expansion will see more Kenyans benefit from government services closer to home, boosting efficiency
The government has committed to establishing Huduma Centres across all 290 constituencies in Kenya, a move expected to significantly enhance service delivery.
Cabinet Secretary for Public Service, Justin Muturi, announced this ambitious plan while speaking at the conclusion of Customer Service Week in Kisumu on Friday.
Muturi praised the role Huduma Kenya has played in streamlining access to critical government services, such as the issuance of ID cards and driving licenses.
“The dedication of Huduma Kenya staff has transformed how citizens access services, leading to increased satisfaction,” he remarked.
The Huduma Centres, which currently operate in various parts of the country, have been pivotal in bridging gaps between the public and essential government services.
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Muturi underscored the importance of expanding this initiative through partnerships with other government ministries, departments, and county governments.
The expansion is seen as a leapfrog in service delivery, allowing citizens across Kenya, including remote areas, to access various services without having to travel long distances.
The initiative aims to improve efficiency and boost access to public services through one-stop-shop centres in each constituency.
Muturi also highlighted the need for Huduma staff to seek counseling services whenever necessary to maintain their well-being and ensure continued high-quality service.
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He urged citizens to collect unclaimed documents like ID cards from the centres and encouraged collaboration between Huduma Kenya and community leaders, including churches, to facilitate this process.
Principal Secretary in the State Department of Public Service, Amos Gathecha, emphasized the role of training in enhancing customer service.
He noted that the partnership between the Kenya School of Government and Huduma Centre has been instrumental in launching customer care programs.
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Kisumu Huduma Centre Manager, Fiona Akinyi, pointed out that the Centre serves over 1,250 customers daily, with a goal to boost performance from the current 78.7% to 90%.
However, Akinyi called for additional logistical support, particularly in transportation, to improve Huduma Mashinani services.
