Over Sh12 billion collected at Huduma centres

More than Sh12 billion has been collected at Huduma centres across the country since November 2013.

The Public Service Ministry says that some 10 million customers have been served in the past two and a half years. That’s an average of 35,000 people served daily.

The government invested Sh3 billion in setting up 39 centres, 19 of which were refurbished from old government offices.

According to Ministry data, bribery has significantly dropped in giving out birth certificates, application for duplicate ID cards, stamp duty assessment and obtaining a police certificate of good conduct.

Most Kenyans seek identification cards, police abstracts, National Hospital Insurance Fund and National Social Security Fund registration, student loans and birth certificates at the centres.

Most of the revenue (Sh9 billion) was from citizens applying for duplicate ID cards.

Nine out of 10 customers gave a “high customer satisfaction” rating through the electronic feedback units at the centres.

Sandra Opiyo, a Nairobi resident, said she has used the centre to renew her driving licence, get a birth certificate and solve a problem with her postal office box key.

“The services were okay. In fact, I didn’t even know I could renew my driving licence online, so they directed me there,” she told the Nation.

However, some customers, many of whom sought services from regional centres, reported unusual delays in getting services.

Public Service Cabinet Secretary Sicily Kariuki said some of these delays are normal teething problems that will be dealt with soon.

Customers reported savings in terms of cash and time and lack of bribes.

Previously, a duplicate ID card would cost an average of Sh1,000 in transport costs and Sh5,000 in bribes.

Today users obtain the same document after spending only Sh200 in transport costs, less time, and zero bribes.