Cabinet Secretary for the Ministry of Public Service and Human Capital Development, Hon.Justin Muturi during the launching of the 2024 customer service week at Huduma Center GPO
In his inaugural visit to Huduma Kenya, Cabinet Secretary for the Ministry of Public Service and Human Capital Development, Hon. Justin Muturi, officially launched the 2024 Customer Service Week, themed “Above and Beyond.” The event took place at the Huduma Centre GPO and was attended by various stakeholders and public servants.
Muturi highlighted the transformative impact of the Huduma Kenya Service Delivery Programme, which has made government services more accessible and dignified for citizens. Currently, Huduma Kenya operates through four platforms: 57 Huduma Centres, Huduma Mashinani outreaches, a Contact and Tele-Counseling Centre, and Huduma E-platforms. He praised the collaboration between various ministries and local governments, noting the importance of equitable access to services.
“The Huduma Kenya programme has positioned itself as the trusted face of the government,” Muturi stated, commending the staff for their dedication to exceptional service delivery. He urged public servants to exceed customer expectations, ensuring every interaction is characterized by compassion, courtesy, and efficiency.
Expansion Plans and Challenges
As part of its vision aligned with Kenya Vision 2030 and The Bottom-up Economic Transformation Agenda (BETA), Huduma Kenya aims to establish 290 Sub-County Huduma Centres. So far, six centres have been launched in collaboration with the National Government Constituencies Development Fund (NG-CDF). Muturi emphasized the need for all government services to be available at Huduma Centres, calling on ministries and agencies to utilize the Huduma Kenya Universal Agent program to improve service accessibility.
Despite the progress, Muturi acknowledged existing challenges, citing that many citizens still travel long distances to access certain services. For instance, only 15 out of 57 Huduma Centres currently offer services from the National Transport and Safety Authority, requiring some citizens to travel over 200 kilometers for routine services like driver’s license renewals.
“We are in discussions with the National Transport and Safety Authority to roll out services across all Huduma Centres,” he noted, indicating a commitment to improving accessibility.
Enhancing Citizen Interaction
The Huduma Contact and Tele-Counseling Centre has been revamped to handle an increased volume of citizen inquiries. The centre now offers comprehensive support, including free counseling services, with the goal of reducing the need for in-person visits to Huduma Centres. Kenyans can reach the centre by dialing 1919 for assistance.
Muturi also urged citizens to collect their pending government documents, citing significant numbers of uncollected identity cards, driving licenses, and birth certificates at various Huduma Centres.
Commitment to Service Excellence
Principal Secretary Amos N. Gathecha praised the Customer Service Excellence culture at Huduma Kenya, which emphasizes courteous and dignified service. He noted that the programme has gained recognition both locally and internationally for its innovative approaches and positive impact on citizen welfare.
To further enhance service quality, Huduma Kenya has collaborated with the Kenya School of Government to develop a Customer Service Excellence Training Framework aimed at improving citizen-government interactions. Gathecha encouraged public servants to enroll in these training programs to ensure uniformity and excellence in service delivery.
Both leaders reinforced their commitment to building a public service that is efficient, empathetic, and responsive to the needs of every Kenyan. As the 2024 Customer Service Week unfolds, they emphasized the importance of a whole-of-government approach to elevate public service standards across the nation.