Kenya bagged three awards during the 8th Continental Africa Public Service Day celebration that was held in Victoria Falls in Zimbabwe on 23rd June 2021. The awards included Best Pavilion; 1st Runners Up, Service By Appointment by Huduma Kenya; and 2nd Runners Up, Government Performance Contracting Information System.
While receiving the Huduma Kenya award, Huduma Kenya CEO, Mr. James Buyekane noted that there was a need to leverage technology to enhance public service delivery in the wake of the COVID-19 pandemic and hence the reason the institution developed the Service By Appointment innovation.
“We have 52 centres across the country that serve up to 50,000 citizens which causes crowding. In the wake of the pandemic, we had to devise a strategy to reduce crowding through enabling customers to book appointments on their mobile phones, online platforms and through the Huduma Contact Centre,” he said.
The benefits of the Service by Appointment technology include; reduced congestion and strict adherence to physical distancing in Huduma Centres; order in service delivery where one receives service as per booking; enhanced customer satisfaction with the improved turnaround time; and savings by citizens because of the reduced number of visits to the centres and visiting the centres at their convenience.
Huduma Kenya’s Service by Appointment was acknowledged as a noble innovation that should be replicated in other African countries in order to ensure continuity of public service delivery amidst the COVID-19 pandemic.
By Naomi Moraa