Plans for more Huduma centres in Mombasa

The award-winning government programme Huduma Centre has expansion plans to meet the overwhelming demand for public services in Mombasa.

The centre, which serves between 1,500 and 2,000 people per day, offers 44 government services, forcing officers to sometimes serve the customers up to 6pm.

Mombasa Huduma Centre manager Alex Mureithi told the Nation on Friday that despite the little time taken to serve one customer, they are forced to work past office hours to ensure all are attended to.

“Our service is first come first serve. Time taken depends on the kind of service being sought. It can take between three to seven minutes,” he said.

Mr Mureithi said top in the list of the services sought are identification card acquisition and replacement, birth certificates, police abstracts and National Hospital Insurance Fund services.

REDUCE CONGESTION

County Commissioner Nelson Marwa says opening other centers would reduce the congestion at the current centre.

“The government is in discussion with other leaders in the county in identifying new locations in Kisauni and Changamwe where the services can also be offered,” Mr Marwa said.

Samuel Were, a father of one, said there is no more bureaucracy.

“I accompanied my wife, Rachel Aemba, to process a birth certificate for our son. I realised she can report and get a police abstract and immediately process an identification card in the same office — three services at once,” Mr Were said, adding that the centres are a good idea if not politically interfered with.

Emmanuel Katana, who was looking for a birth certificate for his child, said he came with fear of being asked to "give something small" for service.

“I filled the forms in the open. I did not read any mischief in the officer. I thought she would ask for ‘kitu kidogo’ (a bribe), but she told me to come back on Tuesday when it will be ready,” the 34-year-old said.

Ishmael Mwasembo, a Technical University of Mombasa student, said it was a relief not to have to go to the Higher Education Loans Board headquarters in Nairobi for loan enquiries.

“I came to check the status of my Helb loan. They attended to me well because I was served within a minute. I can say the Helb section at the Huduma Centre serves well,” Mr Mwasembo said.

BIGGEST CHALLENGE

Mr Mureithi said internet fluctuation presents the biggest challenge, adding that they are sometimes forced to temporarily halt services.

The manager said an Information Communication team, both at the centre and the headquarters in Nairobi, constantly work hard to deal with technological challenges.

The initiative, which was launched two years ago, was recognised by the United Nations Public Service Awards.

They are under the Ministry of Devolution and Planning, led by Cabinet Secretary Anne Waiguru.

The one-stop shop initiative was launched to improve and hasten delivery of public services.

The Mombasa centre, which was officially opened by President Uhuru Kenyatta on August 27 2014, was among the pioneer points.