Why public sector must move beyond intent to deliver better services

The main entrance to Huduma service centre at GPO. [File, Standard]

Frustration is a common part of daily life for many Kenyans using public services. This frustration appears in systems that go offline when they are needed most, in processes that prioritise institutional convenience over people’s needs, and in interactions where citizens may feel more like an annoyance than a reason for an institution's existence. This experience is not just in Kenya. It reflects a broader issue that deserves honest recognition.

At the same time, there is a counter-narrative of genuine reform. Platforms like e-Citizen have made services that once required multiple physical visits accessible to citizens all over the country. Huduma Centres have brought together many government services under one roof, making it easier for people to navigate public administration. These are not superficial changes. They show real investment and the dedication of public servants working to improve things.