Government Reaffirms Commitment to Service Excellence as Huduma Kenya Launches Customer Service Week 2025
Nairobi, October 6, 2025 — The government has reaffirmed its commitment to providing efficient, dignified, and citizen-centered services as it launched the 2025 Huduma Kenya Customer Service Week under the theme “Mission: Possible.” The annual celebration, spearheaded by the Ministry of Public Service, Human Capital Development and Special Programmes, seeks to recognize the critical role of customer service in governance and celebrate frontline public servants who ensure seamless service delivery across the country.
Cabinet Secretary Geoffrey Ruku, who presided over the launch, emphasized the government’s determination to strengthen service delivery by expanding Huduma Centres and enhancing coordination among ministries, departments, and agencies (MDAs). He noted that Huduma Kenya remains a key pillar in achieving efficient, accessible, and transparent public service.
“The government is committed to offering the best possible services to Kenyans with dedication and excellence,” said Ruku. “We are synthesizing all State Departments, public organizations, and county governments across the Republic to be mindful of the quality of services they provide to citizens. Article 232 of our Constitution outlines the principles and values of public service, which must guide our daily operations.”
Ruku disclosed that Kenya currently has 59 Huduma Centres spread across the country, with plans underway to expand the network to all 290 sub-counties. “We want to bring government services closer to every citizen. That is why we are working with the National Assembly to secure more funding through the supplementary budget to establish new Huduma Centres,” he said.
The Cabinet Secretary commended Huduma Centre staff for their commitment to long working hours — some opening at 7 a.m. and closing at 7 p.m. — to serve citizens efficiently. He urged all government departments that provide citizen-facing services to integrate with Huduma Centres to ensure Kenyans can access all essential services under one roof.
He also appealed to citizens who have not collected their national identity cards, passports, or driving licenses to visit Huduma Centres and retrieve them. “We have more than 180,000 uncollected IDs across various centres,” he noted. “I urge citizens, especially young people, to pick up their IDs and register as voters ahead of the 2027 General Election. Participating in governance begins with having a valid ID.”
Huduma Kenya staff and Cs Public Service , Geoffrey Ruku during a procession of the customer service week.
Principal Secretary for Public Service and Human Capital Development, Dr. Jane Kere Imbunya, underscored the ministry’s commitment to improving service delivery through innovation, capacity building, and the use of digital technologies.
“This year’s theme, ‘Mission: Possible,’ reminds us that through collaboration and innovation, we can overcome challenges and deliver quality services to all Kenyans,” said Dr. Imbunya. “Huduma Kenya remains the trusted face of government service delivery accessible, efficient, and citizen-centered. We are expanding Huduma Mashinani outreaches and planning to establish Huduma Centres in every sub-county to ensure that no Kenyan is left behind.”
She praised the Huduma Kenya staff for their professionalism and resilience, noting that their work reflects the core values of courtesy, integrity, transparency, innovation, and passion. “The Public Service is a strategic driver of the government’s Agenda, ensuring inclusivity and efficiency in service delivery through digitalization and integrated systems,” she added.
Huduma Kenya Chief Executive Officer CPA Ben Kai Chilumo lauded the dedication of Huduma staff and the continuous support from government agencies. “At Huduma Kenya, customer service is not a one-week celebration; it’s a culture. Every day, we strive to exceed customer expectations,” he said.
Chilumo outlined key initiatives under Huduma Kenya’s transformation agenda, including the Universal Agent Programme, which trains public servants to deliver multiple services across various MDAs; Business Process Re-engineering, aimed at streamlining high-demand services like birth certificates, IDs, and driving licenses; and the expansion of Huduma Centres to all 290 constituencies.
He also highlighted the capacity building partnership with the Kenya School of Government to enhance customer experience across the public sector. “These innovations make the impossible possible,” he said, adding that Huduma Kenya’s tagline, “Service Excellence,” perfectly captures the spirit of this year’s theme.
To mark the 2025 Customer Service Week, Huduma Kenya has organized a Mega Huduma Mashinani event at the DCC Grounds in Dagoretti South, where citizens will access a wide range of government and medical services. Huduma Centres across the country will also host appreciation activities to honor staff and customers for their unwavering commitment to public service.
“Quality service is a constitutional right,” Chilumo reminded citizens. “As we celebrate Customer Service Week 2025, let us renew our pledge to uphold excellence, innovation, and respect in every service we offer to Kenyans.”
