Huduma Centre recently underwent a significant website transformation, introducing a new online interface that now requires individuals to book appointments online in order to access physical Huduma Centre services.
This move is part of Huduma Kenya’s comprehensive digitalization plan, aimed at enhancing public access to government services. Amos N. Gathecha, the Principal Secretary, emphasized that the implementation of this plan will greatly facilitate the provision of government services. Huduma Centres play a vital role in offering essential public services, including issuing birth certificates, police clearance certificates, national IDs, work permits, and more. Customers of Huduma Kenya now have the convenience of booking appointments online at any time.
Initially introduced during the COVID-19 pandemic, the appointment system has become a mandatory requirement for accessing Huduma Centre services.
According to the official Huduma Kenya website, approximately 60,000 individuals are served daily across the country at various Huduma Centres. To further enhance accessibility, Huduma Kenya has also announced extended working hours. However, these extended hours will only apply to 18 specific Huduma Centres, which will operate from 7 am to 7 pm, Monday to Friday.
The high-traffic centres include Nairobi GPO, City Square, Makadara, Kibra, Eastleigh, Kiambu, Nakuru, Eldoret, Nyeri, Embu, Meru, Laikipia, Kisii, Kitale, Kericho, Kakamega, Kisumu, and Mombasa. The remaining 34 Huduma Centres will maintain operating hours from 8 am to 5 pm.
With the implementation of online appointments and extended hours, the aim of Huduma Kenya is to eliminate long queues and waiting times, offering Kenyans fast and efficient service for their government needs.
Additionally, Huduma Centres have established cyber cafes nationwide that provide services to their customers. Huduma Kenya has been providing free training to cyber cafe attendants as part of its capacity-building efforts.
On May 15, 2023, the cyber cafe attendants at the 52 Huduma Centres underwent virtual training facilitated by the Kenya Universities and Colleges Central Placement (KUCCPS). The training focused on equipping the attendants with the necessary skills to assist customers seeking KUCCPS services at the Huduma Centre cyber cafes. Undoubtedly, Huduma Kenya recognizes capacity building as a crucial aspect of achieving excellence in customer service within the public sector.