Basic Info

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提名人信息

机构信息

联合国成员国 肯尼亚
机构名称 Huduma Kenya Secretariat
公共部门机构类型 公共机构
行政层级 国家的
项目名称 Huduma Contact Centre
项目运行年份 5
机构网站 https://www.hudumakenya.go.ke/

问题一:关于此项目

这个项目属于公共部门吗?

问题二:类型

该倡议与UNPSA类别之一相关吗? 1. 促进创新包括数字化转型以提供具包容性和公平的公共服务
UNPSACriteria
未找到任何项目

问题三:可持续发展目标

此项目是否与17个可持续发展目标中的任一个相关?
如果您在上面问题回答的“是”,请具体说明此项目与哪一个可持续发展目标最相关。
体面工作和经济增长
减少不平等
和平、正义与强大机构
此项目与以上列举的可持续发展目标中的哪些具体目标相关?
8.2 通过多样化经营、技术升级和创新,包括重点发展高附加值和劳动密集型行业,实现更高水平的经济生产力
10.2 到2030年,增强所有人的权能,促进他们融入社会、经济和政治生活,而不论其年龄、性别、残疾与否、种族、族裔、出身、宗教信仰、经济地位或其他任何区别
16.5 大幅减少一切形式的腐败和贿赂行为
16.6 在各级建立有效、负责和透明的机构
16.10 根据国家立法和国际协议,确保公众获得各种信息,保障基本自由

问题四:实施日期

这个项目是否有超过两年的历史?
请提供实施日期。 03 8月 2015

问题五:合作伙伴/利益攸关方

是否有联合国或其相关机构参与此项目?
参与项目的联合国机构?
请提供细节。

问题六:以前的参与

1.该倡议是否已提交过去3年(2017-2019)的申请?

问题七:联合国公共行政奖

此项目是否已经获得过联合国公共服务奖?

问题八:其它奖励

此项目是否获得过其它公共服务奖?

题 9: 您是如何得知联合国公共行政奖的?

您是如何得知联合国公共行政奖的? UN

题 10: 问题九:确认同意

我同意与相关人员和实体联系,询问有关验证目的的倡议。

Nomination form

Questions/Answers

题 1

请简要描述项目所解决的问题或挑战,并具体说明其目标。(最多300字)
The Huduma Kenya Secretariat (HKS) established an in-house Contact Centre through which customers call to enquire and get information on the Government services that are offered to citizens countrywide through the Huduma Centres. The Huduma Contact Centre (Huduma Contact Centre) operates daily, inclusive of weekends and public holidays from 7.00 a.m. to 7.00 p.m. The Huduma Contact Centre receives an average of 600-700 calls in a day and over 300,000 customers have benefited from its services since its inception. The Huduma Contact Centre aims to address the challenge of inconvenience a customer usually faces when they have a Government related query or issue that needs to be addressed. Previously, one had to visit a Government office physically to get assisted on the same but the Huduma Contact Centre has been able to reduce the hassle for customers as all they have to do now is call in to get assisted. The Huduma Contact Centre objectives are to: Provide high quality, fast, dignifying and convenient services to customers calling in Boost Customer Satisfaction Reduce Customer Effort Act as a One-stop-shop for Kenyans who have enquiries on any Government services’ Receive, document, escalate and resolve customer complaints across all Government agencies.

题 2

请解释该项目如何与所选类别相关联。(最多100字)
The Huduma Contact Centre is the first Contact Centre in Kenya that handles enquiries on all Government services offered and is not limited to citizens only as even non-citizens can call in and get their required assistance therefore making it all inclusive. The Huduma Contact Centre is equitable as it delivers fair and impartial services to any customer calling in regardless of the customer’s age, tribe, location, gender, tribe or any other factor that may hinder them from being assisted.

题 3

a. 请具体说明该项目支持哪个/些可持续发展目标和具体目标,并详细说明该项目如何为这些目标的实施做出了贡献。(最多200字)
Goal 8: Decent Work and Economic Growth Goal 10: Reduced Inequalities Goal 16: Peace, Justice and Strong Institutions 8.2 Achieve higher levels of economic productivity through diversification, technological upgrading and innovation, including through a focus on high-value added and labor-intensive sectors 10.2 By 2030, empower and promote the social, economic and political inclusion of all, irrespective of age, sex, disability, race, ethnicity, origin, religion or economic or other status 16.5 Substantially reduce corruption and bribery in all their forms 16.6 Develop effective, accountable and transparent institutions at all levels 16.10 Ensure public access to information and protect fundamental freedoms, in accordance with national legislation and international agreements The Huduma Contact Centre has contributed towards the implementation of the above SDGs by: Creating job opportunities through hiring of the Huduma Contact Centre agents regardless of their age, gender, sex, disability, race, ethnicity, origin, religion or economic status but based on their skills. Leveraging on advanced ICT technologies i.e. Cisco ICT solution and soft phones for receiving and making calls; Giving clear turnaround times to customers calling in; Delivering fair and impartial services to any customer calling in regardless of the customer’s age, tribe, location, gender, tribe or any other facto Reducing corruption by giving customers accurate and clear information on the charges they are supposed to incur when requiring any Government service, and being an avenue of receiving any corruption incident a customer may have faced.
b. 请描述一下该项目如何在社会、经济和环境方面具有可持续性。(最多100字)
The Huduma Contact Centre is sustainable as all major long term operational costs have been met. High quality equipment, software and ICT solutions have been purchased which shall serve the Huduma Contact Centre for a minimum of 5 years. Additionally, the training and re-training of agents makes the Huduma Contact Centre sustainable as the agents go through an intensive training on all the Government services that customers may call in to ensure that the queries are answered in a timely fashion, thus reducing the rate of call backs greatly. The training is cost-free as Huduma leverages on the partnership made by the various Government agencies. Most training is done virtually thus making it economically sustainable. It is one of the core service delivery channels thus Huduma Kenya always ensures that key interventions are made to improve it and that it is running optimally at all times so that customers are never inconvenienced and there is always an agent ready to answer their calls. This completely eliminates the need for a customer to physically visit a Government office.

题 4

a. 请解释该项目如何解决特定国家或地区范围内的政府管理、公共行政或公共服务方面的重大缺失。 (最多200字)
The Huduma Contact Centre has addressed the shortfall in Public Service Delivery where Kenyans previously had to go physically to certain government offices to get assistance on enquiries that they might have on a particular Government service. The Contact Centre has provided convenience to Kenyans especially the ones who find it difficult to go to the offices. They can simply call the Huduma Contact Centre number and get any assistance they require. The Huduma Contact Centre has also addressed the issue of citizens’ complaints not being addressed and resolved. The Huduma Contact Centre receives, documents, escalates and resolves all customer complaints that they might have experienced when seeking a government service and ensures the same is followed up and resolved within 72 hours. Customers are given a call back once their complaint is resolved.
b. 请描述该项目如何解决国家背景下的性别不平等问题。 (最多100字)
The Huduma Contact Centre agents are taken through an intensive orientation and one of the emphasis is being impartial when serving a customer regardless of their gender; The Huduma Contact Centre also recruits new agents regardless of their gender, instead focusing on skill.
c. 请描述该项目的目标群体是谁,并解释该项目给目标群体带来的改善成果。 (最多200字)
The target groups are: -Kenyans who want to visit any of the Huduma Centres in Kenya and are unable to make an appointment for themselves; -Kenyans who want to visit any Government offices for services but have certain enquiries before they do so;=-Kenyans who are in marginalized areas requiring Government services; -Kenyans in the diaspora. The Huduma Contact Centre has greatly improved outcomes for the above target groups as all they have to do is call the Huduma Contact Centre number to have access to information on Government services and solutions.

题 5

a. 请描述该项目是如何实施的,包括关键发展和步骤、监测、评估活动以及年表。 (300字)
A committee was formed by the HKS and they were tasked with coming up with the requirements needed for Huduma Kenya to set up an in-house Contact Centre; The committee formed then facilitated the set-up of a Huduma owned Contact Centre to be stationed at the HKS by ensuring the operational costs had been met, potential agents had been interviewed and hired and the required equipment had been purchased. The agents then went through an intensive orientation and training on the various government services that are offered at all the 52 Huduma Centres countrywide. The Huduma Kenya Secretariat (HKS) after officially launched its in-house Contact Centre. The agents offer assistance to customers on booking appointments when they want to visit any Huduma Centre for a particular service, tracking the status of the documents that customers have applied through any Huduma Centre, Pensions transactional and informational services and assistance on any enquiries customers have concerning the various Government services that are offered countrywide. The Huduma Contact Centre uses an ICT developed monitoring tool to keep track of the total number of calls received and handled daily and the average & maximum call handling time for every agent. The Huduma Contact Centre also has a complaints sheet where the agents key in and track customers complaints to ensure they are resolved.
b. 请清楚地解释所遇到的障碍以及这些障碍是如何被克服的。(100字)
One of the obstacles that the Huduma Contact Centre faced was how to handle customer complaints. This was resolved by a Customer Complaint sheet developed by the Huduma Kenya Secretariat where agents now are able to key in the complaints that they receive and track them to ensure that they are resolved within 72 hours. Downtimes on SBA was also another obstacle faced. This was addressed routine hardware and software maintenance of the SBA system. The other obstacle was the lack of a portal where they could refer to when they are unable to tackle a query posed by a customer. This was resolved by an ICT developed Knowledge Portal which every agent can access that contains updated information on all Government services.

题 6

a. 请说明在您所在国家或地区,该项目在哪些方面具有创新性。(最多100字)
It is innovative in that it is the only Government-owned Contact Centre that houses information on all Government Services offered countrywide therefore, anyone calling in can benefit from it. Additionally, any person irrespective whatever location he/she is in can dial in and get assisted. It has eliminated the need of a customer having to walk in to a Government office to be assisted.
b. 如果相关,请描述该项目是如何从其它国家和地区的成功项目中获得灵感的。(最多100字)
The Huduma Contact Centre drew inspiration from the various Kenyan private sector Contact Centres as they provide seamless and fast assistance to Kenyans with quick turnaround times. Huduma Kenya wanted to emulate the same in their in house Contact Centre. The Huduma Contact Centre also drew inspiration from the USA Government Contact Centre in the United States which acts as a one-stop-shop Contact Centre for all US related Government services.
c. 如果使用新兴技术和前沿技术,请说明这些技术如何整合在倡议中以及如何包含数字政府。 (限制100个字)
The Huduma Contact Centre leveraged on a CISCO ICT solution software which offers a combination of multichannel contact management, intelligent routing, and network-to-desktop computer telephony integration (CTI) capabilities to improve management throughout the Contact Centre. The Contact Centre additionally operates on a Two-Way Contact Centre solution which is able to handle both inbound and outbound calls made.

题 7

a. 根据您的组织信息,该项目有没有转接或适用到其它情况(例如,其它城市、国家、或者地区)?如果有,请说明在哪里以及是如何进行的。(最多200字)
Yes it has. For example, the Counselling Unit which is under the Ministry of Public Service, Gender, Senior Citizens Affairs & Special Programmes in Kenya adapted the initiative and developed its Contact Centre by leveraging on Huduma Contact Centre’s resources and ICT solutions.
b. 如果尚未转移/适用到其它情况,请描述其转移的可能性。(最多200字
-

题 8

a.使用了哪些具体资源(例如财务、人力或其他资源)来实施该项目? (最多100字)
1. ICT Resources - Huduma Kenya procured an ICT Solution (CISCO) 2. Human Resources - Huduma Kenya interviewed and hired 12 personnel as the Contact Centre agents 3. Financial resources - Huduma Kenya procured equipment (seats, desktops, laptops and headsets) to be used by the agents
b. 请从财务和机构角度来解释,是什么确保该项目的长期可持续性?(最多100字)
The Huduma Contact Centre is financially sustainable as high quality equipment, software and ICT solutions have been purchased which shall serve the Huduma Contact Centre for a minimum of 5 years. This saves Huduma Kenya financial resources they would spend in regularly procuring the same. Training and re-training of agents is financially sustainable as the training is usually cost free as Huduma Kenya leverages on the Government agencies they have already partnered with. The fact that the Huduma Contact Centre staff are staff that are currently working at Huduma Centres makes the staffing process simpler and cost effective as Huduma Kenya is able to save on the recruitment expenses that may have been incurred if they wanted new and fresh agents to be hired who have not worked with Huduma Kenya before.

题 9

a. 该项目是在内部还是外部正式评估的?
b. 请描述一下评估是如何进行的以及由谁评估的。 (最多100字)
It was evaluated internally by the Huduma Kenya Secretariat through the Service Delivery Division.
c. 请描述使用的指标和工具。(最多100字)
The HKS conducted a Customer Satisfaction, Customer Experience, Impact Assessment and Net Promoter Score survey at the Contact Centre to obtain customer feedback for insights on areas of service improvement. It was evaluated through three questionnaires administered to customers previously served by each Contact Centre agent to measure if they were fully content by how they were served by the agents.
d. 评估的主要发现是什么(例如,该项目筹集的资源充足、实施质量和面临的挑战、主要成果、倡议的可持续性,影响力等)以及如何利用这些信息为该项目的实施提供资讯 。(最多200字)
From the data analysed, it was established that 100% of the Citizens were able to access and receive the services they sought at the Contact Centre (100%)).This contributed to the high customer satisfaction level 100% for Contact Centre services. The respondents were most delighted by the friendly interaction with staff, staff professionalism and timely service at the Contact Centre. The Programme’ Customer experience was similarly rated high (100%) at the Contact Centre). The Programme’ social impact in terms of savings and benefits on the other hand was also quite high. Lastly, the Programme’ Net Promoter Score 75.9%implying that majority of the customers are satisfied by the Huduma Contact Centre and would gladly recommend Huduma Contact Centre services to their family and friends.

题 10

请描述该项目如何被列入相关的制度环境(例如,它与相关政府机构的关系如何,以及与已运行机构的关系如何)。 (最多200字)
It is the one-stop-shop for all Government services related queries and it has collaborated with various (over 400) Government agencies and institutions to ensure that customers calling in always receive accurate and up to date information on whatever Government service they plan to seek.

题 11

2030年可持续发展议程强调协作、参与、合作关系和包容性。请描述哪些利益相关方参与设计、实施和评估计划以及这些参与是如何实现的。 (最多200字)
The stakeholders for designing and implementing the initiative were the HKS leadership team which formed a committee that was tasked with facilitating the set-up of the Contact Centre. These stakeholders were under the Ministry of Public Service, Gender, Senior Citizens Affairs & Special Programmes Governance who approved the initiative. The stakeholders engaged during implementing and evaluating the Huduma Contact Centre are the ones currently offering their services at the 52 Huduma Centres countrywide. Apart from those ones, the ones not offering their services at Huduma Centres have also collaborated with HKS and Huduma Contact Centre so that when their customers call in, they are also able to be assisted by the Huduma Contact Centre agents. The engagement took place through the SD Division meeting with the various Service Leaders of Government Institutions present at Huduma Centres and agreeing that their services would be on boarded at the Huduma Contact Centre and they were able to provide training for the Huduma Contact Centre agents. The institutions not present at Huduma Centres were also engaged and agreed on the collaboration. The customers were also engaged through a customer satisfaction survey and through the Huduma Social Media pages so that Huduma Kenya can evaluate how the Huduma Contact Centre has been performing and how to improve it.

题 12

请描述主要经验,以及贵组织计划如何改进该项目。(最多200字)
Lessons are: 1. Never losing sight of the customer. 2. The customer is always right no matter the situation 3. Focusing on time management and process improvement 4. Empathy and emotional intelligence are key attributes for the Contact Centre agents Improvements 1. There is need for the number that customers use to call in to be toll-free 2. There is need for recruitment of new agents so that the Huduma Contact Centre can be operating 24 hours instead of the current 12 hours.

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