Citizen Service Centers in Kenya : The Role of Huduma Centers in Advancing Citizen-Centered Service Delivery in a Context of Devolution and Digitization
This case study analyzes the Huduma Kenya program, under which the Government of Kenya is advancing citizen-centered public service delivery through a variety of channels, including deploying digital technology and establishing citizen service cent...
| Main Authors: | , , , |
|---|---|
| Format: | Brief |
| Language: | English en_US |
| Published: |
World Bank, Washington, DC
2017
|
| Subjects: | |
| Online Access: | http://documents.worldbank.org/curated/en/971401498753976220/Citizen-service-centers-in-Kenya-the-role-of-Huduma-Centers-in-advancing-citizen-centered-service-delivery-in-a-context-of-devolution-and-digitization http://hdl.handle.net/10986/27482 |
| id |
okr-10986-27482 |
|---|---|
| recordtype |
oai_dc |
| spelling |
okr-10986-274822021-05-26T09:05:19Z Citizen Service Centers in Kenya : The Role of Huduma Centers in Advancing Citizen-Centered Service Delivery in a Context of Devolution and Digitization Firestone, Rachel Sohn Schott, Berenike Kinuthia, Muratha Omollo, Annette LOCAL GOVERNMENT MUNICIPAL SERVICES SERVICE DELIVERY DIGITIZATION DEVOLUTION CITIZEN ENGAGEMENT This case study analyzes the Huduma Kenya program, under which the Government of Kenya is advancing citizen-centered public service delivery through a variety of channels, including deploying digital technology and establishing citizen service centers across the country. The paper examines key topics related to the operation, from institutional arrangements, funding, and staffing to digitization, organizational culture, and customer feedback. The program has beenparticularly successful at forging an organizational culture focused on excellence in customer service, which revolves around improving transparency, efficiency, and integrity. This organizational culture helps motivate staff and level the playing field for citizens of all backgrounds to get equal service and treatment from the same place, an important step toward enhancing accessibility and nondiscrimination. The Huduma Kenya program takes a multichannel approach, combining brick-and-mortar centers with digital service platforms to ensure that citizens with differing levels of literacy and access to the Internet are reached while still keeping pace with the latest technological developments. To date, the primary challenges encountered in the rollout of the Huduma Centers concern the coordination among the various institutions involved in their management, staffing, and oversight; and the deployment of staff incentives related to compensation and professional development. 2017-06-30T14:55:00Z 2017-06-30T14:55:00Z 2017-06 Brief http://documents.worldbank.org/curated/en/971401498753976220/Citizen-service-centers-in-Kenya-the-role-of-Huduma-Centers-in-advancing-citizen-centered-service-delivery-in-a-context-of-devolution-and-digitization http://hdl.handle.net/10986/27482 English en_US Citizen Service Centers;No. 4 CC BY 3.0 IGO http://creativecommons.org/licenses/by/3.0/igo World Bank World Bank, Washington, DC Publications & Research Publications & Research :: Brief Africa Kenya |
| repository_type |
Digital Repository |
| institution_category |
Foreign Institution |
| institution |
Digital Repositories |
| building |
World Bank Open Knowledge Repository |
| collection |
World Bank |
| language |
English en_US |
| topic |
LOCAL GOVERNMENT MUNICIPAL SERVICES SERVICE DELIVERY DIGITIZATION DEVOLUTION CITIZEN ENGAGEMENT |
| spellingShingle |
LOCAL GOVERNMENT MUNICIPAL SERVICES SERVICE DELIVERY DIGITIZATION DEVOLUTION CITIZEN ENGAGEMENT Firestone, Rachel Sohn Schott, Berenike Kinuthia, Muratha Omollo, Annette Citizen Service Centers in Kenya : The Role of Huduma Centers in Advancing Citizen-Centered Service Delivery in a Context of Devolution and Digitization |
| geographic_facet |
Africa Kenya |
| relation |
Citizen Service Centers;No. 4 |
| description |
This case study analyzes the Huduma
Kenya program, under which the Government of Kenya is
advancing citizen-centered public service delivery through a
variety of channels, including deploying digital technology
and establishing citizen service centers across the country.
The paper examines key topics related to the operation, from
institutional arrangements, funding, and staffing to
digitization, organizational culture, and customer feedback.
The program has beenparticularly successful at forging an
organizational culture focused on excellence in customer
service, which revolves around improving transparency,
efficiency, and integrity. This organizational culture helps
motivate staff and level the playing field for citizens of
all backgrounds to get equal service and treatment from the
same place, an important step toward enhancing accessibility
and nondiscrimination. The Huduma Kenya program takes a
multichannel approach, combining brick-and-mortar centers
with digital service platforms to ensure that citizens with
differing levels of literacy and access to the Internet are
reached while still keeping pace with the latest
technological developments. To date, the primary challenges
encountered in the rollout of the Huduma Centers concern the
coordination among the various institutions involved in
their management, staffing, and oversight; and the
deployment of staff incentives related to compensation and
professional development. |
| format |
Brief |
| author |
Firestone, Rachel Sohn Schott, Berenike Kinuthia, Muratha Omollo, Annette |
| author_facet |
Firestone, Rachel Sohn Schott, Berenike Kinuthia, Muratha Omollo, Annette |
| author_sort |
Firestone, Rachel Sohn |
| title |
Citizen Service Centers in Kenya : The Role of Huduma Centers in Advancing Citizen-Centered Service Delivery in a Context of Devolution and Digitization |
| title_short |
Citizen Service Centers in Kenya : The Role of Huduma Centers in Advancing Citizen-Centered Service Delivery in a Context of Devolution and Digitization |
| title_full |
Citizen Service Centers in Kenya : The Role of Huduma Centers in Advancing Citizen-Centered Service Delivery in a Context of Devolution and Digitization |
| title_fullStr |
Citizen Service Centers in Kenya : The Role of Huduma Centers in Advancing Citizen-Centered Service Delivery in a Context of Devolution and Digitization |
| title_full_unstemmed |
Citizen Service Centers in Kenya : The Role of Huduma Centers in Advancing Citizen-Centered Service Delivery in a Context of Devolution and Digitization |
| title_sort |
citizen service centers in kenya : the role of huduma centers in advancing citizen-centered service delivery in a context of devolution and digitization |
| publisher |
World Bank, Washington, DC |
| publishDate |
2017 |
| url |
http://documents.worldbank.org/curated/en/971401498753976220/Citizen-service-centers-in-Kenya-the-role-of-Huduma-Centers-in-advancing-citizen-centered-service-delivery-in-a-context-of-devolution-and-digitization http://hdl.handle.net/10986/27482 |
| _version_ |
1764465012495089664 |