Basic Info

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Information sur le candidat

Information institutionnelle

Etat membre Kenya
Nom de l'institution Huduma Kenya Secretariat
Type d’institution du secteur public Agence publique
Niveau administratif National
Nom de l’initiative Track My Service
Années opérationnelles du projet 1
Site de l'institution https://www.hudumakenya.go.ke/

Question 1: À propos de l'initiative

Est-ce une initiative du secteur public ? Oui

Question 2: Catégories

L'initiative est-elle pertinente pour l'une des catégories de l'UNPSA? Catégorie spéciale : Résilience institutionnelle et réponses innovantes à la pandémie de la COVID-19
UNPSACriteria
Aucun élément trouvé

Question 3: Objectifs de développement durable

L’initiative est-elle pertinante pour l’une des 17 ODD ? Oui
Si vous avez répondu oui ci-dessus, veuillez préciser quel ODD est la plus pertinente pour l'initiative.
8 Travail décent et croissance économique
A quel(s) objectif(s), parmi les ODD mentionnés ci-dessus, correspond(ent) l’initiative ?
8.1 Maintenir un taux de croissance économique par habitant adapté au contexte national et, en particulier, un taux de croissance annuelle du produit intérieur brut d’au moins 7 % dans les pays les moins avancés.

Question 4: Date de mise en œuvre

L’initiative a-t-elle été mise en oeuvre depuis deux ans ou plus ? Oui
Veuillez préciser la date de la mise en oeuvre 01 janv. 2020

Question 5: Partenaires

Est-ce que les Nations Unies ou toute autre organisation des Nations Unies a été impliquée à cette initiative? Non
Quelle agence des Nations Unies a été impliquée?
Veuillez détailler

Question 6: Participation précédente

1. L'initiative a-t-elle été soumise pour examen au cours des 3 dernières années (2017-2019)? Non

Question 7: Prix de l'UNPSA

Est-ce que l’initiative a déjà gagné un prix UN PSA ? Non

Question 8: Autres récompenses

Est-ce que l’initiative a gagné d’autres prix dans le domaine des services publics ? Non

Question 9: Comment avez-vous connu le PSPONU?

Comment avez-vous connu le PSPONU? UN

Question 10: Consentement de validation

J'autorise à contacter les personnes et les entités concernées pour s'enquérir de l'initiative à des fins de validation. Oui

Nomination form

Questions/Answers

Question 1

Veuillez décrire brièvement l’initiative, le problème ou défi qu’elle cherche à résoudre, et spécifiez ses objectifs. (300 mots maximum)
Track my service initiative is a solution developed by the Huduma Kenya Secretariat to offer customers the opportunity to track the status of their document application, reduce the backlog of uncollected documents and save the government cost of reprinting uncollected documents at the centre. The objective of this initiative is to improve the collection rate of uncollected documents and save the government on the cost of reprinting uncollected documents. On the customer front, Track my service innovation enhance the customer experience in following up readiness of their processed documents and reduce the number of visits in following up and collecting of their documents. To enhance the collection of processed documents, upon receipt of the processed documents from the Ministries, Departments, Agencies and Counties (MDACs)’ back-offices, Huduma use the track my service solution to acknowledge receipt of the documents and immediately thereon the customers are notified through SMS (Short Message Service) to visit the respective Huduma Centre and collect their documents. By encouraging the collection of the processed documents, the government is able to save on wastage that could arise when processed documents are uncollected. Through this, track my service solution has reduced the backlog of the uncollected documents. As regard Track My Service contribution to preventing COVID 19 infections, overcrowding in Huduma Centres has reduced and the number of visits to Huduma Centres has reduced. Previously, many customers would visit the Huduma Centres just to check if their documents have been processed leading to overcrowding at the Huduma Centres and overall long queues and waiting times for customers to get services. With Track my Service, there are no long queues, long service waiting time and reduced number of visits. Customers now only visit to make applications and thereafter visit to collect their processed documents that include national IDs.

Question 2

Veuillez expliquer en quoi l’initiative est corrélée à la catégorie sélectionnée. (100 mots maximum)
In the past, Huduma Centre’s had a huge number of customers visiting to check status of their applications leading to overcrowding and long queues and a huge backlog of uncollected documents. However, in the wake of the Covid-19 pandemic, Huduma sought to remedy the issue of congestion, reduce the backlog of uncollected documents, comply with safety directives while enhancing customer’s convenience by implementing the Track My service initiative which helps customers seeking government services save on time and cost of visiting Huduma centre to check on the status of the application thereby creating institutional resilience in response to Covid-19.

Question 3

a. Veuillez spécifier quels sont les ODD et les cibles que l’initiative soutient, et décrivez concrètement comment l’initiative a contribué à leur mise en œuvre. (200 mots maximum)
1. The track my service initiative reduce the number of customer visits to the centre to check on the status of their application and save the government on the cost of processing uncollected documents with the goal of achieving decent and Economic growth. Track my service also save citizens time and cost of accessing government services thereby promoting economic growth in accordance with national circumstances and, targets to sustain per capita economic growth 2. The innovation has helped in the deterrence of corruption activities like bribery as customers do not need to pay to check on the status of the service sought and when the document will be received. 3. The government is able to save on the cost of reprinting uncollected documents at the Centre which helps in sustaining per capita economic growth 4. Accurate customer data reports gives the government vital data necessary for planning on the service sought, delays and issues revolving around specific services and work on reducing turnaround time and ensuring MDACs adherence to turnaround times.
b. Veuillez décrire ce qui rend l’initiative durable en terme social et environnemental. (100 mots maximum)
Track my service initiative is sustainable as it is accessible by customers on the Huduma Kenya websites where customers can check on the status of their application thus do not need to travel to collect their documents. Also, most government institutions have an end product which is a document that requires tracking on the progress of the application. In the past, Huduma centres have seen a huge backlog of uncollected documents in the Huduma centres. The initiative saves the government on the cost of reprinting the uncollected documents.

Question 4

a. Veuillez expliquer comment l’initiative répond à un déficit important en termes de gouvernance, d’administration publique ou de service public dans le contexte d’un pays ou d’une région donnés. (200 mots maximum)
Track My Service initiative helped in crowd control since customers do not have to visit the Centre to check on the status of the service. In the past, Huduma Centre’s have seen a huge number of customers visit seeking to check on the status of the application. Now, customers can check on the status of the application hence no need for several visits tracking the status of the document. The initiative has helped in the clearance of the backlogs by Government agencies and enable all customers get notified to collect their service.
b. Veuillez expliquer comment votre initiative aborde l’inégalité des genres dans le contexte du pays en question. (100 mots maximum)
Track my service initiative offers opportunities to both genders – Both gender can use the innovation to track the status of the service sought and notifications are sent to customers irrespective of gender. This offers equal access opportunity to public services access.
c. Veuillez décrire le(s) groupe(s) ciblé(s), et expliquez comment l’initiative a amélioré leur situation. (200 mots maximum)
General public customers seeking government services at Huduma Centre’s and MDACs The initiative has help the general public seeking government services to track on the status of the service sought, save on the time and cost of numerous to the Centre to check on the status of their document. MDACs are able to clear the backlog of the uncollected documents by sending notification SMS to customer’s t to collect their documents.

Question 5

a. Veuillez décrire comment l’initiative a été mise en œuvre en incluant les développements et les étapes clés, les activités de suivi et d’évaluation, ainsi que la chronologie. (300 mots)
1. Scoping and sizing of Huduma Kenya’s system’s needs – Clearance of backlog of uncollected documents 2. Consulting various stakeholders for acceptance to support the solution 3. Development of the TMS systems. 4. Testing of the Track My service system 5. Training staff at the Huduma Centre’s and the MDACs staff offering services at the centre. 6. Scheduling of publicity drives in social media platforms, chiefs’ public barazas, radio and TV stations 7. Performing dry runs before rolling out the systems at the Centre’s 8. Continuous monitoring of the systems and incorporating feedback from the public and staff
b. Veuillez expliquer clairement les obstacles rencontrés et comment ils ont été surpassés. (100 mots)
Changing the customers’ culture of making impromptu walk-in visits for services to adoption of the innovation in checking status of their service application virtually. Continuous publicity and direct messages to the citizens has helped to build confidence of the customers of the online tracking of their applications. Huduma staff are also sensitized on the importance of sharing the track my service with customers after they provide service. They assure the customers that they will get notifications when the processed documents will be ready for collection.

Question 6

a. Veuillez expliquer en quoi l’initiative est innovatrice dans le contexte de votre pays ou région. (100 mots maximum)
Track My Service solution transforms public service delivery through informing customers of the status of their applications, customers can check on the status of their application anytime and anywhere. The system is able to send bulk notification messages to customers who had made applications for government services seeking them to collect their documents at the Huduma centres saving the customer repeated visits to check on the status of their service.
b. Veuillez décrire, si cela est pertinent, comment l’initiative s’est inspirée d’une autre initiative fructueuse dans d’autres régions, pays ou localités (100 mots maximum)
Commercial banks and Telcos companies have developed integrated systems that enable customers to check on the status of their balance and bank statements. Huduma Kenya drew inspiration from these innovations in efforts to save on customer’s time and cost of making several visits to Huduma centres to check on the status of their application.
c. Si des technologies émergentes et de pointe ont été utilisées, veuillez indiquer comment elles ont été intégrées à l’initiative et / ou comment l’initiative a adopté le gouvernement numérique. (100 mots maximum)
The technology was developed in house by ICT unit while BPR and SDS divisions. Previously Huduma centres have seen a huge backlog of uncollected documents and now Track My service innovation is the ideal solution to address cases of uncollected documents. Track my service innovation helps in saving customers on the cost and time of visiting Huduma centres to check on the status of their application

Question 7

a. A votre connaissance, l’initiative a-t-elle été transposée et/ou adaptée à d’autres contextes (par ex. d’autres villes, pays ou régions) ? Si oui, veuillez expliquer où et comment. (200 mots maximum)
Other Government Agencies in Kenya have adopted this solution of tracking applications online and sending notification messages to customers informing them on the status of their applications.
b. Si l’initiative n’a pas été transposée/adaptée à d’autres contextes, veuillez décrire le potentiel de sa transférabilité. (200 mots maximum)
N/A

Question 8

a. Quelles ressources (financières, humaines ou autres) ont-elles été utilisées pour mettre en œuvre l’initiative ? (100 mots maximum)
Human resources – Data entry requires staff or human resource to key in data for the system to send bulk notification SMS to customers to collect the uncollected document. Huduma centre staff at the counters help in data entry that enable bulk notification messages to customers.
b. Veuillez expliquer ce qui rend l’initiative durable dans le temps, en termes financiers et institutionnels. (100 mots maximum)
The Track My service initiative requires minimal financial support as customers check status of the application on the Huduma website. The only running costs of the solution is since payment of bulk SMSs which is affordable.

Question 9

a. L’initiative a-t-elle fait l’objet d’une évaluation formelle interne ou externe ?
Non

Question 10

Veuillez décrire comment l’initiative s’inscrit dans le paysage institutionnel adéquat (par exemple, comment elle se situe par rapport aux agences gouvernementales pertinentes, et comment les relations institutionnelles avec ces dernières ont été menées). (200 mots maximum)
Track my Service is managed by the Huduma Kenya Secretariat whose mandate is transformation of the public service in Kenya. Huduma Kenya continues to work with Ministries, Departments and Agencies to use the Track My service.

Question 11

L’agenda 2030 pour le développement durable met l’accent sur la collaboration, l’engagement, les partenariats et l’inclusion. Veuillez décrire quels acteurs ont été engagés dans la conception, la mise en œuvre et l’évaluation de l’initiative et comment cet engagement a eu lieu. (200 mots maximum)
Ministries, Departments and Agencies (MDACs) offering services through the Huduma Centre platform were engaged through letters and memos requesting them to integrate their systems to adopt to the TMS innovation to enable customers to receive notification messages for collection of uncollected documents. Huduma Kenya ICT system development unit were engaged through memo to facilitate the integration of the Huduma Kenya system to enable customers to check the status of their services. Customers were engaged through social media posts to create awareness of the initiative.

Question 12

Veuillez décrire les leçons clés apportées par cette expérience, et comment votre organisation prévoit d’améliorer l’initiative. (200 mots maximum).
Understand the target audience and package the product/solution appropriately – Training and early communication to the target audience are key. Communication to stakeholders is a key component in rolling out new systems. Also, it is crucial to conduct training of staff to enable them to champion the rollout of new innovations.

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