Huduma Kenya, Kenya School of Government Signs MoU to boost service delivery

Kenya’s public service is poised for a transformative shift as Huduma Kenya and the Kenya School of Government (KSG) join forces in a landmark collaboration.

The signing of a Memorandum of Understanding (MoU) between the two entities marks a crucial milestone in guiding the implementation of the Customer Service Excellence Training Framework for the Public Service.

“This partnership signifies a pivotal step towards realizing our collective vision for a more efficient, effective, and citizen-centric public service,” remarked Amos Gathecha, Principal Secretary of the Public Service.

He emphasized that both Huduma Kenya and KSG are integral to Kenya’s Vision 2030 flagship projects, tasked with setting service delivery standards and enhancing the capabilities of public servants to better serve the people.

Gathecha, speaking at the Kenya School of Government, underscored the collaboration’s alignment with the Bottom-Up Economic Transformative Agenda (BETA), advocating for a people-centered public service committed to dignified service delivery.

“Our goal is to equip all public servants with the requisite skills, knowledge, and competency for effective public service delivery,” he affirmed.

Huduma Kenya’s reputation for transformative and citizen-centric service delivery precedes it, with a track record of promoting seamless interaction between citizens and the government.

“Service Excellence is at the core of our mission,” stated PS Gathecha, highlighting the program’s impressive track record of maintaining a 92 percent customer satisfaction index over a decade and serving over 60,000 customers daily.

The collaborative effort between Huduma Kenya and KSG has yielded a comprehensive Customer Service Excellence (CSE) Training Framework tailored for various cadres of public service officers, including executive leaders, senior managers, technical officers, frontline staff, and service quality assessors.

The aim is to imbue a customer-centric mindset across the public service, ensuring that every interaction prioritizes the needs of citizens.

The MoU outlines the terms for the establishment and operation of a Center of Excellence, delineating roles and responsibilities to sustainably drive the agenda forward.

It is anticipated that the operations of this center will significantly elevate the quality of public service delivery, in alignment with the overarching goals of the BETA Agenda.