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E-govErnmEnt

Kenyan government Huduma multi-channel

service delivery strategy

The Huduma Kenya Programme is to implement the programme. The
a Vision 2013 flagship project of the programme is fully funded through
Government of Kenya. “Huduma,” a special budget approved by the
which means service in Swahili, is part country’s National Assembly.
of a government plan to fully transform
service delivery across the public During the rollout phase, existing
service. The aim is to use innovation, government post offices, that were being
including the digitisation of services used sub-optimally, were identified as
and the establishment of integrated sites for Huduma centres. In essence,
technology platforms, to transform the the conversion of these offices into one- Huduma dirEctory
quality of public service delivery in the stop service centres greatly reduced the
country and to provide all citizens with initial costs that would have gone into of sErvicEs
access to services and information. constructing or renting office space for
the centres. Huduma centres: these
The programme will establish five one- are physical centres that
stop-shop service channels as platforms Services and process innovation amalgamate and provide
for integrated service delivery, including strategies were developed to automate several informational and
Huduma centres, the Huduma web the various services. The roll-out transactional public services
portal, the Huduma mobile platform, started with fewer, less complex of different ministries from one
the Huduma call/contact centre and the service systems in the pilot phases, single location. The design of all
Huduma payment gateway. followed by the integration of more Huduma centres is based on a
complex forms of public services with uniform architectural layout.
The Huduma programme has attracted advanced infrastructure, technology
recognition for its exemplary and and interconnectivity requirements. By eHuduma web portal:
innovative services. It received a integrating ICT solutions with service this online portal provides
United Nations Public Service Award provision, the Huduma centres have integrated services offered by
in the category improving the delivery significantly improved the efficiency and various government ministries,
of public services, and the African speed with which public services are departments and agencies.
Public Service Awards in the special provided. n Citizens are able to transact
recognition category. services electronically.
The success of the programme has mHuduma mobile platform:
been attributed to various critical this platform will offer
factors, including top-level government M-Government services to
support; the review of Kenya’s regulatory citizens from their mobile
framework for public sector service phones, computers and
provision; and the establishment of a personal digital assistants
formal governance structure that brings (PDAs).
together all government stakeholders
Huduma call/contact centre:
this call centre will provide
access to services using a
single dialling prefix that citizens
can use to enquire about
services offered by different
government agencies. This is a
toll-free service.

Huduma payment gateway:
this is a unified and integrated
channel used to facilitate
payment for various government
services, using various pay
options such as debit cards and
Paypal among others.

Huduma payment card:
for the payment of selected
government services.
Huduma centre (image: www.hudumakenya.go.ke)

18 SERVICE DELIVERY REVIEW | Volume 11 No. 3 of 2018