Launch of Huduma Kenya and KSG Customer Service Excellence Training Framework

Nairobi 13 June 2024

At the launch event for the Huduma Kenya and Kenya School of Government Customer Service Excellence Training Framework for the Public Service, the Head of the Public Service (HOPS) presided over the proceedings and highlighted several key points in his address.He was the guest of honour and gave a gripping keynote address.

Mr. Felix Koskei reminded the audience and Kenyans in general about the extraordinary era we are living in, driven by significant changes impacting all aspects of life, from the work environment to our global position. He also reminded civil servants about the heightened public expectations for proficiency and accountability in public service delivery, reflecting on ongoing debates such as the Finance Bill, 2024, and addressing issues like the youth bulge, public debt, security challenges, and the politicisation of the public service.

He highlighted Kenya's potential, underpinned by a well-educated, innovative young population attracting substantial foreign direct investment which positions Kenya as a leading destination for start-up capital in Africa. He therefore emphasised the duty of public servants to support the administration's people-centred, bottom-up economic transformation agenda, commonly known as BETA. The focus, he noted, should be on transforming challenges into opportunities, with public service delivery at the core of this transformation.

Stressing the importance of public service, he commended the dedication of various public servants, from teachers and healthcare workers to security personnel and immigration officers, whose collective efforts move the nation closer to its aspirations.

Recognising the critical role of public service in societal improvement, the HOPS expressed his delight in unveiling the Huduma Kenya - KSG Centre of Excellence. This initiative aims to equip public servants to meet the demands of an era characterised by disruption and emergent challenges, ensuring the Kenyan people are always at the forefront of government operations.

The HOPS outlined the goals of the new training programme: to ensure citizens receive respectful, dignified, and courteous service, whether in physical offices or through digital channels. He highlighted the necessity of upholding governance ethics as per Article 10 of the Constitution, which mandates excellence and accountability in public service delivery.

Through the Centre of Excellence, customised training in Customer Service Excellence will be provided to public servants at all levels, including executive leaders, senior managers, front office staff, technical officers, and customer service quality assessors.

He noted that Huduma Kenya has become synonymous with high customer satisfaction, maintaining an average index of 92% over the last decade and receiving numerous national and international awards, including the United Nations Public Service Award.

As part of the event, the HOPS announced the introduction of the Huduma Service Excellence Quality Standard. This standard will serve as a benchmark for all public service entities, ensuring consistent and high-quality service delivery across Ministries, State Departments, and Agencies (MDAs).

He detailed the core principles of the Huduma Kenya Benchmark of Customer Service Excellence, which include a culture of passion to serve, innovation, transparency, adherence to service turnaround times, and maintaining a trusted image as the face of government services.

The HOPS praised the Kenya School of Government led by Chair Charles Nyachae and Ag. Director General Prof Nura Mohamed for its role in enhancing public officers' capabilities and for developing curricula that support the effective implementation of the BETA.

Through this new partnership between KSG and Huduma Kenya, the HOPS anticipated a transformative shift in public service delivery, setting a new standard for excellence that is agile enough to adapt to the rapid changes in Kenya and the global landscape.

He commended Huduma Kenya and the KSG for their collaboration in developing the Customer Service Excellence (CSE) Training Framework, envisioning that its implementation would transform organisational culture within the public service and ensure adherence to high standards of service delivery through regular audits and certification.

He expressed optimism that this initiative would revolutionise service delivery, standardising access to government services, ensuring predictable turnaround times, enhancing citizen feedback, and improving customer satisfaction through comprehensive CSE standards and continuous staff training.

The HOPS expected the Huduma Kenya - KSG Centre of Excellence to become fully operational, with all MDAs ensuring their staff undergo CSE training and implement the Huduma Service Excellence Quality Standard. Updates on the framework’s implementation would be provided to his office.

He concluded by encouraging the nation to strive for excellence in public service, meeting the expectations of timely and accessible services delivered with high standards. He envisioned the unveiled framework as a symbol of patriotic duty and dedication to the country's progress, inspiring future generations of public servants.

The HOPS closed by thanking everyone present and invoking blessings on Kenya.