Enhancing Access To Government Services Nationwide
Under the leadership of CEO Mr. Ben Kai Chilumo, Huduma Kenya continues to thrive, making government services more accessible to citizens.
The institution has successfully implemented four key service delivery platforms in collaboration with its 58 Huduma Centres:
1. Huduma Mashinani Programme
Through a partnership with NG-CDF, Huduma Kenya has extended its services to the constituency and sub-county levels.
The outreach program brings essential services to remote areas, ensuring that citizens who cannot visit Huduma Centres still receive the assistance they need.
Publicized in advance, these outreach events set up service tents in various locations, making government services more accessible.
2. Huduma Contact and Tele-Counselling Centre
Huduma Kenya offers a contact and tele-counselling center accessible via the short-code 1919 and social media platforms.
This center not only provides general assistance but also offers tele-counselling services, encouraging citizens to reach out for support through a simple call.
3. Huduma Kenya e-Platforms
Citizens can access government services online via the Huduma Kenya website (www.hudumakenya.go.ke) and USSD code (*1919#9), enabling a more efficient and digital approach to service delivery.
4. Huduma Cyber Cafés
To enhance digital service accessibility, Huduma Kenya is integrating youth-owned cyber cafés within its centers. These provide assisted digital services, ensuring that all citizens, including those less tech-savvy, can efficiently access government services.
Huduma Kenya remains committed to delivering citizen-centric services, striving for customer satisfaction and ensuring that every interaction leaves citizens with a positive experience.
Enhancing Access To Government Services Nationwide
Key Achievements
CEO Mr. Ben Kai Chilumo highlights Huduma Kenya’s recent partnerships as a major achievement, particularly the collaboration with NG-CDF to establish Huduma Centres at sub-county and constituency levels.
Additionally, Huduma Kenya is working with Ministries, Departments, and Agencies (MDAs) to streamline services, reducing turnaround times and making government services more efficient.
The institution is also collaborating with Members of the National Assembly to strengthen Huduma Mashinani outreaches.
Commitment to Inclusivity
Huduma Kenya is dedicated to inclusivity, ensuring that all its facilities are PWD-friendly and incorporating sign language interpreters in selected counties.
Partnerships with the National Council for Persons with Disabilities (NCPWD) and the Kenya Institute of Special Education (KISE) are enhancing accessibility by improving infrastructure, equipment, and training to support PWDs.
Challenges and Solutions
1. Uniformity of Services Across Huduma Centres
Currently, service availability varies across the 58 Huduma Centres, forcing citizens to travel between counties in search of specific services.
To resolve this, Huduma Kenya is introducing the Huduma Kenya Universal Agent, who will handle multiple front-facing services on behalf of various MDAs.
2. Reducing Service Turnaround Time
Delays in processing government documents remain a challenge.
To address this, Huduma Kenya is working with MDAs to reengineer processes and reduce service turnaround times, enabling quicker access to essential services.
3. Expanding Capacity and Digital Transformation
To meet the growing demand, Huduma Kenya is:
• Establishing new Huduma Centres in collaboration with government agencies.
• Enhancing digital systems for improved efficiency.
• Providing continuous staff training.
• Strengthening partnerships and mobilizing resources to ensure better service delivery.
Enhancing Access To Government Services Nationwide
Customer Experience and Future Goals
Huduma Kenya recently held a conference in Mombasa with 57 Huduma Centre managers, focusing on optimizing service delivery, sharing best practices, and tackling operational challenges.
A key takeaway was the importance of collaboration, efficiency, and exceeding customer expectations.
The conference’s theme, “Service with a Smile,” reflects Huduma Kenya’s commitment to ensuring every citizen leaves their service points satisfied.
With a strong focus on customer experience, Huduma Kenya aims to increase customer satisfaction to 95% and continuously enhance its service delivery nationwide.
