SPEECH BY MS. ANNE WAIGURU, OGW, CABINET

SECRETARY, MINISTRY OF DEVOLUTION AND

PLANNING ON THE OCCASION OF OFFICIAL OPENING

OF THE PILOT HUDUMA CENTER AT TELEPOSTA

TOWERS ON 7TH NOVEMBER, 2013.

Your Excellency the President of the Republic of Kenya

Your Excellency the Deputy President

Cabinet Secretaries present

Principal Secretaries present

Senior Public Officers,

Ladies and Gentlemen,

It gives me great pleasure to welcome all of you to the official

launch of the pilot Huduma Center at Teleposta Towers Nairobi.

You will recall that during the Madaraka day celebrations in

June, His Excellency the President instructed the Ministry of

Devolution and Planning to immediately commence

implementation of the one stop shop integrated service delivery

programme, in order to transform the way government services

are provided to citizens.

The proclamation was in view of the endemic service delivery

challenges facing the public sector. Subsequently, the Ministry

of Devolution and Planning in consultation with the Ministry of

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Interior and Coordination of National Government developed a

one-stop-shop programme concept dubbed Huduma Kenya.

Ladies and Gentlemen,

The implementation of the Huduma centers is designed to take

place in two critical phases. The first phase will see the roll out

of the current manual services by deploying staff from the

different service agencies to the one stop shops. We target to

utilize the target post office premises around the country, due

to their design suitability for collective service delivery, their

connectivity to fibre networks and the potential to use their

courier services to transmit the first phase manual documents

to and from the currently centralized authorization centers in

Nairobi.

The second phase will run concurrently, and will seek to

leverage on ICT. This will involve automating front end public

service delivery frameworks including Registrar General

Services, Civil Registration services, Immigration Services,

National Registration Bureau and Refugee Affairs. It will further

involve having:

Online web portal to provide integrated services offered

by various National Government Ministries, Departments

and Agencies

Mobile phone platform to offer M-Government services to

citizens from the convenience of their mobile phones

including enquiries, applications etc.2

Call centres to provide customer service using a single

dialling prefix that citizens can use to enquire about

services offered by different Government agencies

A unified and integrated multi-channel payment gateway

to facilitate ease of payment for Government services

including visa, mastercard, and so on.

We at the Ministry of Devolution and Planning will work towards

building the capacity of staff at Huduma Centres, ensure proper

management of increased traffic at the Centres, establish

uniform standards and roll-out the programme of establishing

the other centres across the country.

When fully implemented the Huduma programme should

provide enhanced services to our Citizens. It is now my humble

pleasure to invite His Excellency the Deputy President Hon

William Ruto to address you.

Thank you

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