Huduma Centres working, but do more to improve service delivery

It is fair to say that the delivery of government services through Huduma Centres has markedly increased public service efficiency. However, gaps still exist in the system that contributes to an incredible wastage of people-hours as Kenyans queue for days to get basic services. Take the example of the e-passport.

It was launched with fanfare. We were told the machine could print 2,000 passports a day, and that we could apply online. Yet obtaining an e-passport does not work as advertised. It does not take three business days to get the passport. After applying and paying online, one is still expected to queue at Nyayo House.