Public Service and Human Capital Development Principal Secretary Dr Jane Imbunya urged public institutions to raise the quality of service Kenyans receive during the official opening of National Customer Service Week in Nairobi.
She told officers interacting with citizens to go the extra mile and said “Customer service excellence is not extra favour to Kenyans, it is part of the standard they are entitled to.”
Imbunya added that the week’s exhibition and citizen engagement should not only showcase reforms and innovations but also help the government listen, noting that technology and policy matter most but must not be the only issue served at desks.
The government has been investing heavily to establish Huduma centres and digitise the majority of services, according to Huduma Centre Secretariat Benjamin Chilumo.
Chilumo said the centres now provide 171 physical services and over 25,000 e-Citizen services from 54 ministries, departments and agencies and at least 35 county governments.
He noted that over the last financial year more than 15 million customers were served and a customer satisfaction index of 83 per cent was recorded.
The Huduma Centre has also deployed 64 Huduma Mashinani to bring services closer to communities facing access challenges.
Chilumo said 13 new Huduma centres are ready to be operationalised and 21 are under construction, with an ambition to have centres in 290 constituencies in line with Vision 2030.
Kenya Broadcasting Corporation Brand Manager Jackline Aseka urged agencies to use the corporation’s television, radio and digital platforms, saying “KBC is the way to go. For the agencies that are here, your services can reach your customers through KBC. Don’t shy away from advertising through KBC, reach out to us.”
