Government to open 22 new Hudumas.

10 Apr 2015 | by The GW Reporter
Government to open 22 new Hudumas.

The Ministry of Devolution and Planning is rolling out another 22 Huduma Centres across the country in the next two months, 12 of them immediately as part of a government plan to fully digitise government services.

 Head of the Huduma Kenya Secretariat Dennis Mutuku has said. There are a total of 12 operational centers which are Nairobi (GPO, City Square and Makadara. Machakos, Nakuru , Eldoret ,Kakamega, Kisumu, Nyeri, Embu, Mombasa  Kajiado, and Meru which was recently launched by the president on the 27 Feb 2015. The centres offer a total of 41 services with the new incoming services being issuance of birth certificate, issuance of Good Conduct, KASNEB Services, Issuance of Clearance Certificate &Report  and Credit Dispute Resolution  and issuance of passports . 

The service hall is able to sit 250- 300 people at any one time A generator has been installed to ensure that there will be uninterrupted power supply to the centre and cyber cafes to ensure seamless service provision In the next quarter there will be an additional Huduma Centres to be established.Kirinyaga, Marsabit, Muranga, Samburu, Nandi, Busia , Kilifi, Homabay, Migori, Nyandarua, Tharaka-Nithi, Makueni,Lamu.Taita- Taveta, Baringo, Kericho, Laikipia, Myamira  and Trans nzoia . 

When President Uhuru Kenyatta set to transform government services a year ago as he launched the first Huduma Centre at GPO Nairobi, he described the bureaucratic system as having created public inefficiency, bred corruption, wasted time and cost billions of shillings. Typical government services provided to people in any government office in any part of the country, have been characterised by endless, static queues as standard during which countless hours were wasted. In the President’s words: “Kenyans and visitors became accustomed to being frustrated numerous times in their quest for public service: ‘Come tomorrow’; ‘Go to this or that other office first … Public service became the epitome of inefficiency. This inefficiency bred corruption, initiating a cycle of vice which has tormented many and cost the country billions.” The same is still being experienced where Huduma centres have not been established. Huduma means “service.” 

The Huduma Kenya approach initiated by Devolution and Planning Cabinet Secretary Ann Waiguru, that uses technology to allow people to access a range of self-service counters linked to government databases will be a major transformational milestone in the country. Already, Kenya is regarded as one of Africa’s most technologically advanced countries, with a widely used mobile phone money transfer service and a cluster of tech start-ups. That success has 
given Kenya a global reputation as an outlier in the mobile 
money sector and other software innovations. If you lost a National Identity Card under the old system for instance, you would be required to obtain an abstract form duly filled from a police station, which in most cases was out of stock, get certifications at the chiefs and District Officers office, undergo a fresh finger printing process, forms filling and photos taken followed by a long wait. Under the new system, you should be able to report the loss and apply for a replacement of the ID card at the Huduma Centre. Their system is connected directly to a government database, eliminating the need for fingerprinting and photos as his records 
could be automatically accessed.

 Huduma services are provided in properly managed queues to access services ranging from Issuance of Duplicated National Identity Card, HELB – Student Loan Application and Repayments, Registration of Welfare Groups, Issuance of Police Abstracts, Single Business Permit, NSSF -Member Registration, Statement and Claims, Community Policing – Nyumba Kumi, Search and Registration Of Business Names, NCC Seasonal Parking Tickets, Stamp Duty Assessment and Payment, NSSF – Member Registration, Statement and Claims, Stamp Duty Franking, NHIF – Member Registration Claims and Benefits, Procurement 
Complaints and Reviews, Ministry Of Health, Motor Vehicle Log Book Search and Driver License Renewal and Status, Status of Pension Claims, EACC – Reporting Corruption and Certificated and Commission on Administrative Justice. It is expected that by the beginning of May this year, Huduma Kenya service centres will have been established in all the 47 counties in the country in order to provide high quality, easy to reach and effective Government services to all parts of this nation.

 The concept of Integrated Service Delivery (ISD) in a onestop shop is something that has not been conceived or utilized before, even in some of the more developed nations of the world. It is only now that some of the more socio-economically advanced countries are also at various stages of implementing similar concepts and structures. ISD is now a globally accepted standard for public service innovation in service delivery and has been adopted by a number of developed and developing countries such as Canada, Singapore, South Africa, Australia, Brazil and India.

 The Huduma Kenya onestop shop service delivery provides different channels for integrated government services to the public, including: online ‘e-Huduma’ portal to provide integrated government services 24hrs a day from a computer anywhere in the country, mobile phone ‘m-Huduma’ platform for M-government services to citizens from the convenience of their mobile phones, Huduma Call Centre  customer service using a single dialling prefix that citizens can use for service enquiries  and a unified and integrated multichannel Huduma payment gateway to facilitate easy payment for government services.

 The ISD concept will transform public service delivery by bringing together government services under one roof, leading to direct access and enhanced convenience for citizens, improve e rolled out customer service, ensure adherence to global service delivery standards, increase efficiency and meet acceptable service delivery turnaround times. The Huduma Kenya milestone is a major contribution to the Vision 2030 socio-economic development blueprint, which aims at achieving a people-centred, transparent and accountable public service that responds to public needs. The services must also meet global standards and best practices. Similarly, under Bill of Rights and Devolved Government of the new constitution, it became imperative for the Government to improve the delivery of its services to the public to a more efficient and effective system of service delivery.  In the Huduma Kenya strategy, each of the functions and services are designed be provided down to the lowest units of devolved government.

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