Brief

Citizen Service Centers in Kenya : The Role of Huduma Centers in Advancing Citizen-Centered Service Delivery in a Context of Devolution and Digitization

Show simple item record

collection.link.157
https://openknowledge.worldbank.org/handle/10986/9388
collection.name.157
Miscellaneous Knowledge Notes
dc.contributor.author
Firestone, Rachel Sohn
dc.contributor.author
Schott, Berenike
dc.contributor.author
Kinuthia, Muratha
dc.contributor.author
Omollo, Annette
dc.date.accessioned
2017-06-30T14:55:00Z
dc.date.available
2017-06-30T14:55:00Z
dc.date.issued
2017-06
dc.description.abstract
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.
en
dc.identifier
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
dc.identifier.uri
http://hdl.handle.net/10986/27482
dc.language
English
dc.language.iso
en_US
dc.publisher
World Bank, Washington, DC
dc.relation.ispartofseries
Citizen Service Centers;No. 4
dc.rights
CC BY 3.0 IGO
dc.rights.holder
World Bank
dc.rights.uri
http://creativecommons.org/licenses/by/3.0/igo
dc.subject
LOCAL GOVERNMENT
dc.subject
MUNICIPAL SERVICES
dc.subject
SERVICE DELIVERY
dc.subject
DIGITIZATION
dc.subject
DEVOLUTION
dc.subject
CITIZEN ENGAGEMENT
dc.title
Citizen Service Centers in Kenya
en
dc.title.subtitle
The Role of Huduma Centers in Advancing Citizen-Centered Service Delivery in a Context of Devolution and Digitization
en
dc.type
Brief
en
okr.date.disclosure
2017-06-29
okr.doctype
Publications & Research
okr.doctype
Publications & Research :: Brief
okr.docurl
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
okr.googlescholar.linkpresent
yes
okr.identifier.externaldocumentum
090224b084d627e4_1_0
okr.identifier.internaldocumentum
27686042
okr.identifier.report
117082
okr.imported
true
okr.language.supported
en
okr.pdfurl
http://documents.worldbank.org/curated/en/971401498753976220/pdf/117082-BRI-P157228-PUBLIC-04-Kenya-Huduma-Final.pdf
en
okr.region.administrative
Africa
okr.region.country
Kenya
okr.topic
Public Sector Development :: Public Sector Administrative and Civil Service Reform
okr.topic
Governance :: Local Government
okr.topic
Poverty Reduction :: Access of Poor to Social Services
okr.topic
Public Sector Development :: Decentralization
okr.topic
Urban Development :: Urban Governance and Management
okr.topic
Urban Development :: Urban Services to the Poor
okr.unit
Social Dev ECA (GSU03)

Show simple item record



This item appears in the following Collection(s)