The Ministry of Public Service Kenya has unveiled a new plan that would transform Huduma Kenya from a government programme into a fully independent statutory authority.
The proposal is contained in the draft One-Stop Shop (OSS) policy, which aims to improve how citizens access government services by making them faster, more consistent and more accessible.
In case of the implementation of the proposal, Huduma Kenya will not be a programme but an autonomous government entity with its legal framework and mandate.
According to the Ministry of Interior and Coordination of National Government, the proposal aims at addressing the existing problems, such as the inadequate legal basis of the activities of Huduma and the inconsistency in the standards of services provided by different Huduma centers.
The main distinguishing feature of the proposed policy document is that it introduces the requirement for all public institutions to provide customer service according to the established standard. It implies providing equal treatment, clear service delivery procedures, and strict deadlines for completing the process of issuing various permits and certificates.
The policy document also emphasizes the need for the digitization of government systems. In particular, services should gradually move online to minimize paper processing and eliminate the submission of similar documents multiple times.
This approach is expected to streamline services and eliminate long queues at the public office windows.
Another vital issue to consider is that the policy requires the expansion of the current network of Huduma Centres. In particular, there is a need to create new Huduma Centres in the urban and rural areas.
For now, most of these Huduma centres are found within county capitals, with some counties having more than one Huduma Centre.
The proposed policy also aims to address issues related to accessibility for the persons with disabilities and other vulnerable people by enhancing the inclusivity of the services provided.
This is because under the new proposal, there will be coordinated service delivery where Huduma will be overseeing the delivery of services digitally and physically.
According to the officials, this will eliminate duplication of the services since currently Huduma provides service delivery through different systems in various government departments.
Currently, Huduma in Kenya operates as a programme without clear legal framework, whereby service delivery varies depending on which government department citizens seek assistance from.
The new proposal will also see the setting up of performance standards to ensure consistency in the provision of services.
In addition, there will be a set of funding principles for the sustainable funding of the Huduma service delivery.
This new reform has seen the government open the draft policy for public participation, where citizens get a chance to participate in discussions before the finalisation of the policy.
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“Your voice matters! Be part of shaping the future of public service by submitting your comments on the Draft OSS Policy and Bill,” Huduma Kenya said in a public notice.
Members of the public can submit their views through Huduma Centres or online via the Huduma Kenya website before May 13.
