Public Service and Human Capital Development Principal Secretary Dr Jane Imbunya called on government agencies to improve the quality of service Kenyans receive when accessing public services.

Speaking at the official opening of National Customer Service Week in Nairobi, Dr Imbunya urged officers interacting with citizens to go the extra mile while staying within legal parameters.

She emphasized that "customer service excellence is not extra favour to Kenyans, it is part of the standard they are entitled to," underscoring the expectation of a baseline service quality.

Imbunya highlighted that public institutions must be committed to serving the public as the government pursues broader public‑service transformation.

She noted that the week’s exhibition and citizen‑engagement activities should not only showcase reforms and innovations but also provide a platform for listening to public concerns.

The government’s investment in Huduma Centres and digital services was cited as a key step toward bringing services closer to citizens.

Huduma Centre Secretariat chief Benjamin Chilumo reported that the centres now deliver 171 physical services and more than 25,000 e‑Citizen services across 54 ministries, departments, agencies and at least 35 county governments.

He added that over the last financial year the centres served more than 15 million customers and recorded a customer‑satisfaction index of 83 percent.

To extend reach into remote areas, 64 Huduma Mashinani units have been deployed, and 13 new Huduma Centres are ready for operation while 21 more are under construction.

The long‑term goal is to have Huduma Centres in all 290 constituencies, aligning with Vision 2030’s aim of bringing government services to every citizen.

KBC Brand Manager Jackline Aseka urged agencies to use the broadcaster’s extensive television, radio and digital platforms to reach citizens, encouraging them not to shy away from advertising through KBC.