Kenyans using eCitizen to pay for government services have raised an alarm over an increase in charges, drawing particular attention to an additional Ksh100 charge on payments on the platform.
Taking to social media on Wednesday, September 3, aggrieved Kenyans lamented over the new charges, which are charged separately from eCitizen transactions, prompting speculation on the financial management at eCitizen.
In the new charges, affected Kenyans claimed that what was formerly the convenience fee has been converted into an eCitizen access fee, with the convenience fee now being separately paid with a service fee.
So, for instance, when renewing your smart driving license, one would pay the normal Ksh3,000 and the Ksh50 eCitizen access fee.
However, one would still be required to pay a separate charge of a Ksh50 service fee and a Ksh50 convenience fee, representing an additional Ksh100. Cumulatively, this would bring the total cost paid to eCitizen for such a transaction to Ksh3,150.
According to the users, despite several attempts to make payments, they could not retrieve invoices, with some lamenting double payment services.
"Tell me why I am paying an extra Ksh100 other than the stated invoice amount? I demand my money be refunded with immediate effect," lamented a user.
The uproar comes amidst a raging debate on the shift to eCitizen for persons seeking to visit the popular Karura forest.
The move, which sparked massive fury from Kenyans, resulted in entrance fees at Karura increasing, as the Kenya Forest Service moved away from the previous payment system that saw Friends of Karura receiving payments at Karura.
Visitors at Karura are now set to pay Ksh166 to access the forest, up from the previous Ksh100. Chief Conservator of Forests Alex Lemarkoko explained that the rise was due to a Ksh16 VAT charge and a convenience fee that comes with every transaction on eCitizen.
"For eCitizen, we have what we call a convenient fee, which is a transaction fee. There are only two increases: the convenience fee and VAT. All transactions by KFS are required to be VAT compliant," Lemarkoko explained during a TV interview on Tuesday, September 2.
However, Lemarkoko also provided some clarity on how visitors can manage the costs despite the recent hike, particularly on the convenience fee. Because the Ksh50 convenience fee is basically for transactions, visitors to the forest stand to save some coins if they pay collectively.
"If 20 people came and paid at once, they would only pay once with one Ksh50 transaction," he explained.
