| 4. In which ways is the initiative creative and innovative?
Four Key Areas were identified in putting together the first 1 year Action Plan:
i. Establishment of a Governance Framework (Summit, Technical and Secretariat)
ii. Set up of Huduma Centers
iii. Preparation of Services for Deployment to the Huduma Centers
iv. Performance Management for the operational Huduma Centers
Below is a highlight of the Activities in each component as per the four above stated categories.
Note: The detailed Action Plan is attached as per guidelines
1. Establishment of a Governance Framework
H.E The President a gazetted a Governance Structure that brings together all Government Agencies as stakeholders in implementation of the Programme
2. Set up of Huduma Centers
A. Physical Huduma Centers Ready
Site visits to identify appropriate facilities for Huduma Centers
Design service delivery environment
Coordinate set up of new centers
Deploy staff and required equipment for commencement of operations
B. Branding and Communication
Design and install artworks at site
Procure uniforms and kit new staff
General communication to popularize Programme
C. Set Up ICT Infrastructure
Set up the Local Area Networks and Wide Area Connectivity
Install Private Cloud, Power, Virtual Desktop Infrastructure & Queue Management System
Train Staff on the use of the systems
Provide ICT service management
D. Set Up Automated Systems
Install Knowledge Management Portal (KMP)
Train staff on the use of the KMP
3. Preparation of Services for deployment in Huduma Centers
A. Reviewing the Business Processes of Services Identified to be Deployed in Huduma Centers
Identify services to be deployed
Sensitize Ministry, Department and Agency (MDAs) on Business Process Reengineering (BPR)
Establish BPR teams in each MDA to review services identified
Undertake BPR for services to be deployed
B. Huduma Kenya Customer Service Strategy Implemented
Procure consultancy to develop and implement Customer Service Strategy to contain:
o Behavioural customer service standards
o Service delivery standards
o Customer experience optimization
o Customer Service Training
Agree on service level standards with MDAs in Huduma Centers
Specify Human Resources and other requirements for delivery of services
Identify and appoint officers who will provide the services in Huduma Centers (HCs)
Undertake Customer Care and Change Management training for identified officers
Deploy officers in Huduma Centers
Sensitize Huduma Centre Staff on the standards
Develop and implement a system for tracking service delivery standards
Develop and implement a customer feedback mechanism
Develop a Huduma Staff Performance Appraisal System with rewards and sanctions
Prepare an evaluation report on service delivery standards
Develop service delivery charter for each Huduma Centre
C. Structure for Region and County operations Created
Undertake sensitization programs for each County on Huduma Kenya Programme
Sensitize County Commissioners on their role in the Programme
Develop project management strategy for the Programme
Identify 14 Centre Managers for the Huduma Centers responsible for delivery of customer service standards and Conduct suitability interviews
Coordinate training and deployment of Centre Managers
Coordinate set up of Service Delivery Committees.
4. Performance Management for the operational Huduma Centers
A. Events Coordination-Launch of Programme and Huduma Centers
Coordinate events for the launches
Communicate roles to stakeholders
B. Performance Standards
Develop Huduma service manual/guidelines
Communicate the standards to MDAs
Training and capacity building on standards
C. Operational Material provided in 14 huduma centers
Prepare staff cafeteria in all centers
Coordinate supply of: Water, Electricity, Airtime, Sanitation
Coordinate Cleaning services
| 5. Who implemented the initiative and what is the size of the population affected by this initiative?
The Stakeholders of the Programme:
1. The Presidency
2. The Ministry of Devolution and Planning
3. Ministry of Interior and National Government Coordination
4. The National Treasury
5. Ministry of Information, Communication & Technology
6. Ministry of Education, Science & Technology
7. Ministry of Health
8. Ministry of Industrialization & Enterprise Development
9. Ministry of Lands, Housing & Urban Development
10. Ministry of Labour, Social Security and Services
11. State Law Office
12. Ethics and Anti-corruption Commission
13. Commission on Administrative Justice – Office of the Ombudsman
14. Postal Corporation of Kenya
15. Kenya Revenue Authority
16. National Social Security Fund
17. National Health Insurance Fund
18. Higher Education Loans Board
19. Public Procurement Oversight Authority
20. Kenya Police
21. Kenya Power
22. Pensions Department
23. Directorate of Public Service Management
24. Public Service Transformation Department
25. University of Nairobi
26. Private Sector-Contracted Parties and Service Providers in the set up of Huduma Centers
27. Huduma Kenya Secretariat
B. Civil Servants
1. Madam Anne Waiguru – The Cabinet Secretary in charge of the Ministry of Devolution and Planning and Chairperson of the Huduma Kenya Technical Committee
2. Engineer Peter Mangiti – Principal Secretary, Planning in the Ministry of Devolution and Planning
3. Madam Juster Nkoroi – Principal Administrative Secretary, Ministry of Devolution and Planning
| 6. How was the strategy implemented and what resources were mobilized?
A. Resources Utilized and How They were Mobilized
1. Financial Resources
In the 2013/2014 Financial Year approximately Kenya Shillings 1 Billion (Approximately 12.5 Million US Dollars) was utilised for the Programme and it was mobilised through the December Supplementary Budget by the National Assembly. The funds were channelled to the Ministry of Devolution and Planning which is coordinating the roll out of the Huduma Kenya Programme.
These funds were utilised for the Set Up of the Physical Centers that is Refurbishment, ICT Infrastructure, Branding and all Operations of the Huduma Kenya Secretariat.
The Programme is fully financed by funds from the Government of Kenya.
2. Technical Resources/ The Huduma Kenya Secretariat
The Ministry of Devolution and Planning through the Principal Secretary Planning appointed a team of Technical Officers from the Private and Public Sector to spearhead the day to day running of the Programme under the Huduma Kenya Secretariat. A total of 18 officers (technical and non-technical staff) were appointed to the Secretariat to roll out the Programme.
3. Human Resources/ Staff for the Huduma Centers
The staff who were deployed to offer the different services in the Huduma Centers were mobilised through their respective Ministries as Huduma Centers are additional Government Service Points for all Ministries, Departments and Agencies.
| 7. Who were the stakeholders involved in the design of the initiative and in its implementation?
1. Convenience to customers – Establishment of Huduma Centers has ensured customers are able to access a myriad of Government services end to end at one point without being referred to other service points. Further, provision of Posta Pay as the integrated payment platform eases payment for Government services in all Huduma Centers.
2. High Customer satisfaction – For Example customer satisfaction at Teleposta Huduma Center stands at 90%. Customers have lauded the courtesy, guidance and information points at the Centre. This is as a result of Staff providing high Customer Service Standards as staff are trained on Customer Excellence before deployment to offer services. Further, staff are motivated in various ways including giving them an extraneous allowance in recognition of the demanding and excellent work at the Centers.
3. Creation of a new Government brand that Kenyans and Customers associate with newness, freshness and high standards in delivery of Public services – This new brand marks a shift in Public service Delivery and Customers have provided positive feedback about the good quality of service especially around customer service and efficiency in the Centers.
4. Huduma Kenya Programme and Innovations in Citizen Engagement and Dialogue
One of the vital components of the Huduma Kenya Programme is getting feedback from the customers and immediately acting on any complaints. Consequently, we have put in place the Huduma Kenya Customer Feedback Strategy; the strategy emphasis immediate action on the issues raised and feedback to the complainant on actions taken, as described below:
The Centre Managers at the Centers are the first stop on all issues raised by customers
Institutions that deal with public complaints for example the Ombudsman office, the Ethics and Anti-Corruption Commission are represented in the Centers and Citizens can immediately seek redress on any issue.
Using the social media to engage citizens on service delivery distinctly, there is a dedicated team at the Huduma Kenya Secretariat that deals with all issues raised through the social media avenues.
5. Serving more than 10,000 customers per day by the operational Huduma Centers and more than One Million people have been served so far has raised the work productivity of the Centers as Government Service Points. Additionally, over Kenya Shillings 2 Billion (Approximately 25 Million U.S Dollars ) has been collected so far from Huduma Centers as Government’s Service Points
| 8. What were the most successful outputs and why was the initiative effective?
1. Electronic and Instant Feedback Devices (EIFD): All service Counters have EIFD installed and this devices enable customers served at the Huduma Centers to immediately and electronically give feedback on the quality of service received.
The Huduma Kenya Secretariat therefore is able to monitor the quality of service delivery in each service point on a real time basis.
2. Deployment of Centre Managers in each Huduma Centre - All Huduma Centers have a Centre Manager in charge of the Centre. The Centre Managers are trained on their role as the first stop on all issues raised by dis-satisfied customers and on the feedback from the Customers. The Centre Manager also makes daily reports on the activities at the Centre. The Center Manager escalates a mater they cannot address to the relevant institution and the Huduma Kenya Secretariat for action.
3. External Monitoring - Institutions that deal with public complaints for example the Ombudsman office and the Ethics and Anti-Corruption Commission are represented in the Huduma Centers. These Institutions monitor the activities at all Huduma Centers on Corruption and maladministration. Importantly, Citizens can immediately seek redress on issues they would want to share with these institutions at the Huduma Centre.
4. Internal Monitoring – The Public Sector Transformation Department under the Directorate of Public Service Management monitors and reports on the quality of service delivery in all Huduma Centers for action by the Huduma Kenya Secretariat.
| 9. What were the main obstacles encountered and how were they overcome?
1. Transformation of Public Sector Culture
For a long time there existed a care-free attitude among Public Servants which is difficult to transform. Thus, all staff deployed to Huduma Centers are taken through a Customer Excellence training to enable staff adopt the necessary customer service skills and impart the desired ethics and attitude to provide quality citizen services.
2. Staff Establishment
There have been inadequacies in personnel as more services are introduced into the Huduma Centre (HC). To address this, a memorandum has been tabled to Cabinet on identification, re-training, re-designating and re-deploying under-utilized officers to HCs to provide services on behalf of institutions with inadequate staff.
3. Information, Communication and Technology (I.C.T)
We have been experiencing downtimes with the Huduma ICT system. To resolve this, the ICT team introduced redundant links and setup a Data Center to continuously monitor the connectivity in all the HCs; this is the Network and System Operations Centre where officers monitor all I.C.T infrastructure and security systems. In addition, cyber threats have been curbed by implementing a Threat Management System. The System has intrusion detection and prevention solutions.
Firms contracted to Refurbish, Brand and install ICT systems in the HCs were not doing the works within specified timelines. To address this project management teams were constituted to supervise the works and a project management tool was developed to track progress and therefore act on any delays.
5. Translocation of Traffic to HCs
Once HCs were operational, we experienced a sudden influx of customers from other Government service points to the HCs. To resolve this, more HCs are being established in Counties. Additionally, we are rolling out other service platforms including the E and M Huduma platforms to enable citizens get services online and on their mobile phones.