The government has unveiled comprehensive plans to modernise Huduma Centres across the country, recognising the pivotal role they play in delivering services to citizens.
Through the State Department for Public Service, the government has allocated Ksh500 million for the renovation of all Huduma Centres and the modernisation of their equipment.
The Ksh500 million, set aside in the 2025/2026 financial year, will enable Huduma Centres to undergo a facelift and be fitted with modern equipment to enhance operational efficiency.
Speaking during the second annual Huduma Centre Managers’ conference at the Kenya School of Government (KSG) Mombasa Campus, the Principal Secretary of the State Department for Public Service, Amos Gathecha, highlighted the government’s commitment to improving and expanding service delivery at all Huduma Centres.
“Our goal is to enhance the customer experience, where all our customers leave our platforms with a smile as per the theme of this conference, service with a smile,” he stated noting its one key pillar of the Bottom-up Economic Transformation Agenda (BETA).
In effect, he encouraged staff at the centres to adopt cost-effective measures that will improve overall service delivery.
The PS noted that Huduma Centres have played a key role in improving the image of the government.
"These centres are where members of the public can comfortably walk and get all the services that they require," he explained adding that the few miscreants in the centres have been dealt with.
PS Gathecha praised the e-Citizen platform as a major contributor to Huduma Kenya's success in transforming public service delivery.
"In August 2023, during the first conference, the government had just launched the e-Citizen platform with 5,000 services. Today, this platform offers over 20,000 online services,” Gathecha noted.
Huduma Kenya operates through four main platforms: physical Huduma Centres, Huduma Mashinani Outreach, Huduma Contact Centre, and Huduma e-platforms.
The government has also announced plans to expand Huduma Centre services by making them available at police stations, aiming to bring services closer to the people.
Huduma Kenya CEO Benjamin Chilumo revealed that a curriculum had been developed in collaboration with the Kenya School of Government (KSG) to train police officers on administering Huduma services. This initiative, announced on December 13, 2024, underscores the government’s commitment to enhancing accessibility and efficiency in public service delivery.
