By Shadrack Nyakoe
The Nairobi City County Government, through its Inclusivity, Public Participation, and Customer Service Sector, has reported notable progress in deepening citizen engagement and enhancing service delivery. These developments were presented by Chief Officer Zipporah Mwangi in the sector’s performance report for the first nine months of the 2024/25 Financial Year, alongside proposed budget estimates for 2025/26.
Public Participation Gains Momentum
In enhancing citizen engagement, which remains a cornerstone of public participation and a key mechanism for holding duty-bearers to account, the sector successfully conducted 42 public participation forums and an equal number of civic education and sensitization campaigns.
Key achievements include the development of a Public Participation Status Report and the launch of an Open Government Partnership (OGP) Action Plan, both aimed at fostering transparency and structured civic involvement. Institutional capacity was strengthened through staff training and the recruitment of six new officers, including a director, deputy director, assistant director, and three principals.
Customer Service Transformation
Customer service has undergone significant transformation with the establishment of Integrated Customer Service Centres in Ruai, Dandora, Makadara, Lang’ata Cemetery, and Kibra. In the spirit of devolution, more centres are planned across sub-counties to increase accessibility.
A centralized 24/7 County Call Centre is now operational, offering support via phone, email, WhatsApp, and social media. Digitization efforts include an online service portal, mobile app, QR code feedback system, and real-time feedback tools, all aimed at streamlining service delivery and enhancing responsiveness.
A Customer Service Policy is under review, and a County Service Charter is under development to standardize service expectations and improve accountability. Staff have been trained in service excellence and sensitized on economic empowerment opportunities. Internal promotions have also filled key positions to support growth.
Notably, a strategic partnership is underway with Huduma Centre Kenya to enhance efficiency, expand service reach, and leverage national infrastructure for integrated citizen service delivery.
Working with Konza Technologies, the sector has adopted performance dashboards and analytics, while the Centralized Complaints Log has reduced average resolution time from 10 days to just 3.
The sector also hosted major engagements, including Customer Service Week (October 2024) and a Citizen Engagement Forum with Kilimani residents. An Employee of the Month Award was introduced, and an Emergency Medical Response Protocol has been established in collaboration with the County Health Department to respond to health emergencies at service centres.
Public Communication Highlights
Between July 2024 and March 2025, the Public Communication Unit met 100% of its targets for media articles, interviews, and proactive social media engagement. Additional publicity and stakeholder forums are planned to deepen county-wide awareness and participation.
Budget Priorities for FY 2025/26
The proposed budget prioritizes:
Recruitment and staff remuneration
Training and capacity development
Civic education forums and public participation campaigns
Review of the Public Participation Act, with development of supportive guidelines and regulations
Citizen social audits, civic seminars, and countywide awareness campaigns
A digital public participation platform is currently in development to enhance accessibility and transparency in citizen engagement.
Key capital projects include the renovation of the 2nd Floor at City Hall to house the sector’s head office and the upgrading of customer care offices across sub-counties. These priorities are aligned with the County Fiscal Strategy Paper (CFSP), Annual Development Plan (ADP), and County Integrated Development Plan (CIDP), although current allocations remain insufficient to fully implement all planned activities.
