Kenya has announced mandatory customer service training for all government employees. The initiative, spearheaded by CS Moses Kuria and supported by Head of Public Service Fekix Koskei, marks a pivotal step towards fostering a culture of accountability and excellence within government institutions.
The announcement was made during the launch of the Customer Service Excellence Training Framework at the Kenya School of Government. Developed in collaboration between Huduma Kenya and the Kenya School of Government, the framework aims to elevate standards of service provided to Kenyan citizens.
CS Moses Kuria emphasized the importance of instilling a sense of accountability and excellence among public servants through compulsory training. “This initiative is crucial in ensuring that every government employee upholds the highest standards of customer service,” he stated.
Head of Public Service Fekix Koskei echoed Kuria’s sentiments, highlighting the training’s potential to significantly improve service delivery and enhance overall productivity within government entities. “The Customer Service Excellence Training Framework is a concrete step towards our vision of serving Kenyans with dignity and excellence,” Koskei affirmed.
The event was attended by key figures including Principal Secretary Amos Gathecha from the State Department for Public Service, who commended Huduma Kenya for their role in developing the framework. “This launch signifies a commitment to improving customer service in the public service sector,” Gathecha remarked.
Acting CEO of Huduma Kenya, Mugambi Njeru, and Chairperson of the Council of Kenya School of Government, Charles Nyachae, also graced the occasion, underscoring the collaborative effort involved in enhancing public sector professionalism.
The introduction of mandatory customer service training reflects Kenya’s dedication to modernizing its public service sector and aligning with global standards of governance. As the initiative rolls out, expectations are high for a tangible improvement in the quality and efficiency of services provided to the Kenyan populace.
With accountability and service excellence at its core, the Customer Service Excellence Training Framework sets a precedent for continuous improvement and responsiveness within Kenya’s public institutions. As stakeholders embark on this transformative journey, the focus remains steadfast on delivering impactful results that benefit all Kenyan citizens.
This initiative not only promises to elevate customer service standards but also underscores Kenya’s commitment to effective governance and citizen-centric service delivery.
