The Huduma Kenya Programme: The New Face of Public Service Delivery in Kenya In October 2013 the Jubilee Government embarked on the implementation of the Huduma Kenya Programme as a fl agship project in its Manifesto to address the requirements of the Kenyan Constitution on Quality and Access to Public Services. The Programme is an Integrated Service Delivery strategy that aims at the delivery of Public Services through a ‘one-stop shop’ model in order to enable customers to access services from a single location and integrated service platforms and with a great emphasis on Customer Service Excellence. To this end, the Presidency has been steering the Programme through the Ministry of Devolution and Planning and has identifi ed fi ve channels for integrated service delivery, namely: Huduma Centres, Huduma Web Portal, Huduma Mobile Platform, Huduma Call Centre and the Huduma Payment Gateway. The implementation of the Programme has seen the set-up of 13 Huduma Centres across Kenya and each Centre has a Service Menu of between 25 to 35 National and County Government Services. Additionally, by the end of the 2014/2015 Financial Year the E and M Huduma Platforms, The Huduma Payment Smart Card, the Huduma Call Centre and 10 additional Huduma Centres will be activated. Citizens who have been served at Huduma Centres have lauded the quality of service, the modern government service delivery model anchored on 21st century technology and have indicated they felt respected and valued, an experience they had not enjoyed in a Government Service Point before. The Programme has restored citizen confi dence in the Public Service and created a new Government brand associated with innovation, professionalism and high standards of service delivery The Huduma Kenya Programme is a huge leap in the transformation of the Public Service and its achievements so far has attracted over 15 delegations from across Africa on study visits to Huduma Centres. With the positive responses received from our African counterparts we are looking forward to sharing our experience with fellow members of the Commonwealth especially in sub-Saharan Africa and other emerging economies. We are also eager to take part in initiatives aimed at replicating the Programme across the Commonwealth as a means to achieve an effective and responsive public service that meets global standards and best practice. www.hudumakenya.go.ke The article is by Madam Anne Waiguru, the Cabinet Secretary, Ministry of Devolution and Planning and Chair, Huduma Kenya Technical Committee
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