| 4. In which ways is the initiative creative and innovative?
Use of technology:
Huduma partnered with various MDAs to automate/semi-automate their processes for deployment at Huduma Mashinani. All these services required access to their backend systems thus we used secure VPN connections and configured access to authorized front desk staff only. With enabled remote multiple access capabilities, numerous outreach programs were possible thus ran multiple outreaches simultaneously. To power laptops at locations without electricity, we used generators and rechargeable batteries.
Leverage on existing infrastructure:
We reused resources already invested in the 45 operational Huduma and any other locally available resources or those that were cost effective. For instance, staff at the Centres were scheduled and facilitated to go to the outreach stations with transport, tents, chairs and public address systems used at the outreach location sourced from other Government Agencies or hired only if they are not available.
Involved the village elders in mobilization citizens to come to the outreach locations and various MDAs to provide their services.
Designed, printed and distributed branded Huduma Mashinani T-shirts and conducted road shows in creating awareness on the location, dates and services to be offered during the Huduma Mashinani outreaches. Creative banners and fliers were also printed and distributed.
| 5. Who implemented the initiative and what is the size of the population affected by this initiative?
Huduma Mashinani initiative is implemented by the Government of Kenya through the Ministry of Public Service, Youth and Gender Affairs. Huduma Mashinani Governance are; the Summit, the Technical Committee and the Huduma Kenya Secretariat. The Service Delivery Summit is Chaired by H.E the President and His Cabinet and provides policy direction on the Huduma Mashinani Program. The Huduma Kenya Technical Committee on the other hand is Chaired by the Cabinet Secretary, Ministry of Public Service, Youth and Gender Affairs and comprises all Principal Secretaries and CEOs of Agencies and Departments with services at Huduma. The Committee defines the strategic actions to be undertaken in the rolling out of Huduma Mashinani. The Technical Committee similarly has the Huduma Kenya Secretariat as the Operational Secretariat responsible for the implementation of the decisions of the Technical Committee and day to day management of the Outreach Programs.
The Huduma Mashinani are implemented by staff at the 45 operational Huduma Centers across the country which serve an average of 35,000 Citizens per day thus have served more than 10 Million citizens since inception. 10% of the reported customers served are those served through the Huduma Mashinani initiative. To guarantee excellent customer service, the HKS has trained over 3,500 Officers seconded to programme on Customer Excellence and Huduma Service Standards which has led to continued reports of high standards in delivery of Public Services and Customer Satisfaction ratings of above 95%. The Customers surveyed laud the courtesy of staff, receipt of vital information provided by the staff and on time fulfillment of services sort. On the flipside for Government, more services have been subscribed to and compliance to prevailing regulations enhanced thereby have collected 12 Billion Kenya Shillings in revenues through Huduma.
| 6. How was the strategy implemented and what resources were mobilized?
Identification of suitable sites for the outreach program:
The 45 operational Huduma Centres are located in 41 out of the 47 Counties in Kenya with 5 Centres co-located in Nairobi County because of its high population. All these Centres are Managed by a Centre Managers who work very closely with the County Commissioners who are the National Government representatives in the Counties and with the County Governments Executives. In consultations with the County and the Local administration, the Centre Manager identify suitable location where the Huduma Mashinani shall be held and on which dates. The venue and dates of the outreach are thereafter communicated to all stakeholders.
Deployment of Services for Huduma Mashinani:
Through the Huduma Centres, there are 60 different Government services that are extended to Citizens with an average of 45 end to end services at each Centre. For the Huduma Mashinani program, portable services identification processes are as follows;
1.Hold a meeting with the MDA.
2.Specify services (subject to if they are commonly sought after by Citizens)
3.Determine their impact to citizens
4.Map processes involved
5.Agree on which procedures to observe
6.Determine equipment or materials required
7.Determine space required – counters/desks
8.Determine optimal staff required
9.Agree on service turn-around time
Some of the Services choose by the various Centres and extended through the Huduma Mashinani initiative include;
•Issuance of initial and duplicate Identity Cards – help the Citizens of age 18 and above to be registered as Kenya Citizens and for those who lost their ID to replace them. This is vital as gives one identity and entitlement as a Kenyan Citizen, and empowers one as is required to get a job, in opening a Bank account etc.
•Issuance of Birth Certificate – Registration of births and possession of a Birth Certificate is a requirement by Government as is vital for every new born so that they are not susceptible to any dangers such trafficking and is required for enrollment for Primary and Secondary Education Examinations. Not having a Birth Certificate therefore deprives children of education and the right to belong.
•Universal Medical Insurance – National Hospital Insurance Fund (NHIF) medical insurance enable families to access free medical cover when sick and for expectant mothers and new born to get free prenatal and postnatal care thereby cushions the family’ income and assets when with a medical emergency.
•Retirement Savings Plan – National Social Securirty Fund (NSSF) enrolments enable Citizens to save for their retirement
•AGPO Certificate issuance – Access to Government Procurement Opportunities (AGPO) certificate are issued to women, youth and persons living with disability to get Government Tenders which in principle is set at 40% of all Government procurement.
•Affirmative Action Services – this entails Youth Enterprise Development Fund, Women Enterprise Fund and UWEZO fund loan schemes for Youth, Women, and persons living with disability to start and expand new ventures that create employment.
•Others services extended during the Huduma Machinani outreach programs include; Adult Education enrolment, Students Loan application, Registration of Voters, receiving of Complaints on discrimination, unsatisfactory Government services and corruption, issuance of Police Clearance Certificate and Police Abstract, and registration of Self Help groups among others.
Innovative and cost effective strategies are used in extending services to villages. Average budget provided for each outreach is Kshs. 50,000 to cater for any need to hire transport, tents, chairs and public address systems whenever they are not available by any other Government Agency near the Huduma Centre. This is accounted for as a standing imprest with reimbursement as par use.
| 7. Who were the stakeholders involved in the design of the initiative and in its implementation?
Institutional stakeholders who participate in the Huduma Mashinani in diverse ways include the following;
2.The Ministry of Public Service, Youth and Gender Affairs
3.Huduma Kenya Secretariat
4.National Registration Bureau
5.Civil Registration Department
6.Ministry of Lands, Housing and Urban Development
7.Access to Government Procurement Opportunities
8.Ministry of Labour& Social Services
9.Office of the Attorney General
10.National Police Service
11.Department of Criminal Investigation (DCI)
12.National Social Security Fund (NSSF)
13.National Hospital Insurance Fund (NHIF)
14.Kenya Revenue Authority
15.National Transport & Safety Authority (NTSA)
16.Higher Education Loans Board (HELB)
17.National Cohesion & Integration Commission
18.Ministry of Health
20.Independent Electoral & Boundaries Commission (IEBC)
22.Ethics & Anti-Corruption Commission (EACC)
23.The Treasury- Department of Pensions
24.Kenya Accountants & Secretaries National Examination Board (KASNEB)
25.Women Enterprise Fund (WEF)
26.Respective County Government
27.Kenya National Human Rights Commission
28.Kenya Red Cross
29.Adult Education Services
| 8. What were the most successful outputs and why was the initiative effective?
Advancing Sustainable Development Goals (SDGs):
Besides reducing Inequalities, through the Huduma Mashinani, more citizens are provided services that promote the attainment of other SDGs. For instance;
More than 8,783 Citizens received Affirmative Action services during the Huduma Mashinani events. This included individuals and groups that applied for loans and got hence empowered to invest in new ventures that improved their lifestyles thereby contributed in ending poverty.
Promoted well-being of more than 45,977 citizens who visited the health desk during the Huduma Mashinani outreaches. Health services provided during the outreached included; measurement of Body Mass Index, Blood Pressure and Blood Sugar, and distribution of health promotion messages.
Improved Quality of Education by serving more than 25,704 prospective students seeking to enroll for the Kenya Accountants & Secretaries National Courses and Examinations and more than 219,641 who got student loan services. These service enable the citizens pursue higher education thereby advance in their career and empower to then to effectively participate in nation building.
During Huduma Mashinani outreaches, many women were able to apply for various services that empower them which include application for Identity Cards hence enabled to transact businesses as private citizens thereby contributed to achievement of Gender equality.
Promoted peaceful and inclusive societies during Huduma Mashinani by extending services of National Cohesion & Integration Commission, Independent Electoral & Boundaries Commission (IEBC), Ombudsman and Ethics & Anti-Corruption Commission (EACC).
Why Huduma Mashinani is Effective:
Political Goodwill - Great support of H.E the President of the Kenya and high involvement of the Cabinet Secretaries and Principle Secretaries in aligning their respective MDAs in supporting the outreach initiatives have highly contributed to success of Huduma Mashinani.
Good Management - Great leadership of the Huduma Kenya Secretariat staff has contributed to the successful execution of the policy directions in extending public services to the masses through outreaches
Public Confidence and participation - The public goodwill, referrals and continued feedback has made Huduma Mashinani program a success in reaching out to the poor and the vulnerable of the societies. Members of public for instance have proactively suggested venues for outreaches which have proved to be more ideal and have demanded for certain services during outreaches that have benefited many.
Staff Training - All staff who serve customers have been extensively trainined in their repective arears of expertise and in soft skills that include; Positive attitude, Courtesy, Friendliness, Professionalism, Respectful and Being helpful.
| 9. What were the main obstacles encountered and how were they overcome?
Information, Communication and Technology (I.C.T):
Deploying services that require restricted (VPN) access to backend systems in the field was a challenge at first. In liaison with the various MDAs technical teams, firewalls were modified to accept traffic from specified computers used during the outreaches.
Source of power:
Lack of electricity at some locations. The teams hired and used generators to power their computers and printers, and the public address systems. In some instances rechargeable batteries were used to power Computers.
Multi Stakeholder Management:
Operational gaps in aligning the different partners for the successful roll out of the Huduma Mashinani impacted on the time taken to set up the outreach stations. To solve this, effective communication was employed to ensure all are informed and mobilized in good time for the outreach. The Village elders similarly used to mobilize the citizen to locate the service stations.