Huduma centres bank on innovation to offer top notch services
By KNA, June 16, 2022The Huduma Kenya Secretariat plans to improve and increase public services offered at the 52 Huduma Centres across the country in the 2022/23 financial year.
Speaking in Mombasa, Huduma Kenya Secretariat Director in charge of Service Delivery Martin Mugambi (pictured) said the move is aimed at ensuring Kenyans enjoy services provided by the one-stop shop.
“We are going to ensure Kenyans access seamless services across all the Huduma centres countrywide and can have a similar great customer experience,” he said.
Among services that the government has taken online include among others Passport Applications, Birth Certificates, Marriages, Business Registration and Driver’s License.
He disclosed they have introduced the Service by Appointment where citizens can book for an appointment if they do not want to queue to get the services.
Mugambi added that there is also “Huduma mashinani” where each Huduma centre goes to a particular location to offer services to citizens as part of devolution of services.
“ This is one of greatest innovations that has won many accolades for Huduma Kenya to enhance access to public services,” he added.
The official said the secretariat is also looking forward to automation of government services and digitisation of records.
Currently, there are 138 services offered at the centres. The agency is looking up at synergies that can be created across government, sharing of data to enable customers to have a great experience in terms of access to services, he added.
Waive charges
He asked members of the public to constantly give feedback on services they receive and charges at the centres saying that through the feedback, the government has waived charges on some services such as the registration of boda boda operators that is ongoing.
He also urged citizens to collect their documents on time to reduce the backlog at the facilities.
To ensure the documents are sent out to customers, Huduma Kenya is working closely with national government administrative officers who are able to pick and locate citizens and take the IDs to their location.
He added that they have a Huduma Track my Service platform that is able to notify someone immediately when the documents reach huduma centers so that they can make arrangements to collect the same.
-KNA