The Directorate of Immigration Services has made significant progress in improving passport issuance efficiency, following reforms implemented under the leadership of Director General Evelyn Cheluget.
A new survey by Kenyatrak Research highlights the achievements, challenges, and areas for further improvement in Kenya’s passport application proces
According to the report, reforms have addressed key inefficiencies, including prolonged processing delays, corruption allegations, and outdated infrastructure. Since Cheluget’s appointment on May 15, 2023, the department has introduced various interventions aimed at enhancing service delivery and customer experience.
Key Reforms and Achievements
The survey outlines several interventions that have streamlined the passport issuance process. These include:
Upgrading passport printing machines to boost capacity and reduce backlogs.
Strengthening digital systems to minimize downtime and improve efficiency.
Enhancing transparency measures to curb corruption and bribery.
Expanding service centers to reduce congestion and long queues.
A comparative analysis of Kenya’s passport reforms with similar efforts in other countries suggests that these initiatives have contributed to a notable improvement in turnaround time for passport processing.
Challenges Still Persist
Despite these strides, the survey highlights ongoing challenges in the passport issuance process:
Occasional system downtimes that disrupt operations.
Delays caused by high application volumes.
Residual cases of inefficiency at some application centers.
To ensure continued improvement, the report recommends further investments in technology, staff training, and public awareness initiatives to enhance transparency and efficiency.
The findings provide crucial insights for policymakers as Kenya aims to modernize its immigration services and align with global best practices.