2017年-世界发展银行全球_Citizen_Service_Centers_in_Kenya___The_Role_of_Huduma_Centers_in_Advancing_Citizen-Centered_Service_Delivery_in_a_Context_of_Devolution_and_Digitization_24页_782kb

Summary of the Huduma Kenya Program

Core Content

The Huduma Kenya program is a national initiative launched in 2013 to improve public service delivery through a citizen-centered approach. It combines physical citizen service centers with digital platforms to provide a comprehensive, accessible, and efficient service experience for Kenyan citizens. The program is part of the broader Kenya Vision 2030 and is aligned with the principles of devolution and digitization as outlined in the 2010 Constitution.

Main Objectives

• To simplify public service transaction processes through automation.
• To bring government services closer to citizens by consolidating multiple service providers under one roof.
• To enhance transparency, efficiency, and integrity in public administration.
• To promote inclusivity and reduce discrimination by offering equal service access to all citizens.
• To support the transition from traditional to digital service delivery through the e-Huduma platform.

Key Principles

• Speed: Citizens can access services instantly with a queue management system.
• Dignity: Services are provided in an orderly and respectful manner, with special attention to vulnerable groups.
• Convenience/One-stop shop: Multiple services are available at a single location, tailored to citizens' needs.
• Value: Bundling services reduces corruption and service costs for citizens.

Services Offered

Huduma Centers provide 66 services, divided into:

• National services: Such as national ID card issuance, tax returns, and land ownership certification.
• County services: Varying based on local needs, e.g., business permits, seasonal tickets, and agricultural support.
• Referral services: Centers direct citizens to relevant MDAs for services that require further processing.

Institutional Framework

• Oversight bodies: The Huduma Kenya Service Delivery Summit (chaired by the President), technical committee, and the Huduma Secretariat (under the Ministry of Public Service, Youth, and Gender Affairs).
• Coordination: The Ministry of Interior and Coordination of National Government integrates centers into county administrations.
• Staffing: Line ministries allocate staff and determine competencies, while the Secretariat coordinates deployment and resource allocation.

Funding

• The program is fully funded by the Government of Kenya.
• Annual budget: 2.4 billion K Sh (US$23 million), with 1.5 billion allocated for new centers and 900 million for recurring costs.
• Cost per center: Ranges from 10 to 15 million K Sh per month (US$97,000–145,000).
• County support: County administrations assist with staff salaries and materials for county-level services.

Staffing and Training

• Staff are deployed by participating MDAs and are responsible for service delivery.
• All new staff undergo a four-day training program on customer service excellence and Huduma service delivery standards.
• The training emphasizes core values: courtesy, innovation, integrity, efficiency, and transparency.
• It includes team-building activities and promotes a shared work culture among diverse ministries.

Organizational Culture

• Huduma Kenya has fostered a culture of excellence in customer service.
• Staff are motivated by a performance-based rating system, which encourages innovation and cooperation.
• The culture is reinforced through weekly staff meetings, customer feedback systems, and social media communication.
• The program is seen as a revolutionary approach to public service delivery, emphasizing customer-centricity and operational efficiency.

Customer Service and Human Rights

• Staff and managers recognize the importance of customer service as a key differentiator from traditional government services.
• While human rights are acknowledged, there is limited clarity on how these rights translate into daily service delivery.
• The focus remains on delivering outcomes and meeting customer expectations, rather than explicitly framing services as a right.

Technology and Digital Integration

• Huduma Centers are integrated with the government's common core network for seamless service delivery.
• The program is transitioning to a fully digital platform (e-Huduma), with a mobile component (mHuduma) for self-service.
• Digital tools such as electronic fingerprinting and online ticket tracking are being introduced to further automate and improve service delivery.

Challenges

• Coordination: Between various institutions, including MDAs, Secretariat, and county governments.
• Staff incentives: Limited autonomy in staffing and compensation, which affects motivation and performance.
• Digital transition: Ensuring that all services can be fully automated and accessible via e-Huduma.
• Service gaps: Some counties still lack Huduma Centers, affecting service accessibility.

Conclusion

The Huduma Kenya program represents a significant shift in public service delivery in Kenya, emphasizing citizen-centricity, digitization, and organizational culture. It has been recognized with several national and international awards and serves as a model for other countries. However, ongoing challenges in coordination and digital integration must be addressed to ensure the program's long-term success and sustainability.