Nairobi Governor Johnson Sakaja has used the occasion of
Customer Service Week to showcase reforms his administration has introduced to
make the county government more efficient, transparent, and citizen-centered.
Speaking on Monday, Sakaja said the creation of the Customer
Service and Public Participation departments, two and a half years ago, has
been a turning point in how Nairobi residents engage with county services.
“Customer service is an integral part of any institution or
business. Nairobi is a service county, and it was long overdue to have such a
department. If you have an issue touching on business, payments, or county
services, there’s now a structured place to be assisted,” he said.
The Governor pointed out that Nairobi is home to about 5 million residents at night and more than 7 million people during the day, meaning that pressure on public services is high.
A centralized system, he said, was necessary to ensure the timely resolution of complaints and improved efficiency.
On public participation, Sakaja noted that engaging citizens
is not only a constitutional requirement but also a principle of good
governance.
“Before you do
anything, carry people along. We never used to have a Public Participation
Department or even dedicated officers. Yet, for any project to succeed,
citizens must be engaged. We created this department, and now Nairobi has held
some of the largest and most frequent public participation forums ever. People
feel recognized by their government,” he said.
The Governor highlighted investments made to improve
customer experience, including renovating an entire wing of City Hall Annex to
establish a modern service center where residents can raise concerns in a
dignified setting.
He said more officers are now available to handle citizen
issues promptly.
In addition, the county has established several customer
service centers across Nairobi, including in Ruai and Starehe, to bring
services closer to residents without forcing them to travel long distances to
City Hall.
Technology has also played a key role. Sakaja said the
automation of county services through the NairobiPay platform has allowed
residents to access and pay for services online, drastically reducing queues at
City Hall.
“Today, customers can log in, choose the service they want,
make payment, and even print licenses from the comfort of their homes. This has
transformed service delivery and cut out unnecessary bureaucracy,” Sakaja
explained.
He further pointed to the Unified Business License, which
consolidates multiple permits into a single document, making it easier for
entrepreneurs to operate.
“This reform has made doing business in Nairobi easier,
faster, and more transparent,” he said.
As Nairobi joined the rest of the world in celebrating
Customer Service Week, Governor Sakaja reaffirmed his administration’s
commitment to making county government responsive, efficient, and inclusive.
“Customer service is about listening to the people and
making sure government works for them. That is the Nairobi we are building,” he
said.
