Huduma Kenya roll-out Service by Appointment System (SBA)

Huduma Kenya roll-out Service by Appointment System (SBA)

Huduma Kenya roll-out Service by Appointment System (SBA)

Principal Secretary for State Department for Public Service, Mrs. Mary Kimonye had an interview at Radio Citizen today where she discussed the recently introduced Service by Appointment (SBA) by Huduma Kenya.

Service by Appointment is a new service that allows customers to book an appointment to seek services at select Huduma Centres. It has been introduced to manage the high numbers of customers that visit Huduma Centres and to reduce waiting time and queues.

During the Interview, the Principal Secretary indicated that the Service by Appointment had been successfully rolled out in Nairobi and Thika and that it would be replicated across the country. She noted that the service would provide convenience for customers and would ensure that COVID-19 guidelines were adhered to as it was expected to reduce queues and crowding.

Mrs. Kimonye acknowledged that there were challenges at the onset of the COVID-19 pandemic where Huduma services were reduced to two. We had to withdraw most of the services and only issued birth certificates and identity cards however, the challenges provided us an opportunity to be innovative hence the introduction of the Service by Appointment among other innovations, she said.

On Tuesday 13th October 2020, As a follow up to yesterday’s discussion at Radio Citizen on the introduction of Service by Appointment (SBA) by Huduma Kenya, Principal Secretary, Mrs. Mary Kimonye attended an interview at KBC TV in the morning to discuss the new innovation among other new products that have been developed during the COVID-19 pandemic.

The SBA has been successfully rolled out at Huduma Centre GPO which serves 5000 citizens daily as well as Huduma Centre Thika. To utilise the service, customers are expected to register and book an appointment on the website, or call the Contact Center on 020 6900020.

By Nelly Kosgey


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