Government institutions urged to improve customer service quality

Public Service and Human Capital Development Principal Secretary Dr Jane Imbunya has urged government institutions to enhance customer service quality. During the National Customer Service Week opening in Nairobi, Imbunya emphasized that providing excellent service is not a favor to citizens, but a standard they are entitled to.

She stated that public institutions must commit to serving the public as the government strives for public service transformation. Imbunya highlighted that customer service excellence should be an integral part of reforms and innovations showcased during the week's events. To improve service delivery, the government is investing in establishing Huduma centres and digitizing majority of services.

Currently, Huduma centres offer 171 physical services and over 25,000 E-Citizen services provided by 54 ministries, departments, and agencies, serving over 15 million customers last financial year with an 83% customer satisfaction index. The Huduma Mashinani initiatives aim to extend services closer to communities facing challenges in accessing the centres.

Additionally, Kenya Broadcasting Corporation (KBC) Brand Manager Jackline Aseka urged institutions to leverage KBC's wide reach to target customers through television, radio, and digital platforms, emphasizing the importance of advertising on KBC to reach customers effectively.