Office of Prime Cabinet Secretary Launches New Service Delivery Charter to Enhance Efficiency
The Office of the Prime Cabinet Secretary, in partnership with the Ministry of Foreign and Diaspora Affairs, has introduced a new Service Delivery Charter aimed at transforming how Kenyans access government services.
The charter, unveiled on November 4, marks a major step toward improving efficiency, accountability, and transparency in service delivery — especially in a ministry that has often faced public criticism over delays and inefficiency.
It sets strict timelines and clear guidelines to ensure that citizens receive faster and more reliable services.
According to the new charter, phone calls will now be answered within 30 seconds, ensuring quick responses to inquiries. Walk-in clients will be attended to within five minutes, reducing waiting times at government offices.
Additionally, document authentications will cost between Ksh250 and Ksh650 and will be completed within three working days.
The charter also provides timelines for written communication. Letters and written requests will be responded to within five working days, while public complaints must be resolved within 14 working days.
For tender applications, the processing period has been set at 90 days, while payments for goods and services will be made within 30 days after all the required documents are received.
In addition, the charter emphasizes the government’s commitment to protecting Kenyans living abroad. Cases of distress involving Kenyans overseas will be handled within two weeks, ensuring that those facing emergencies or challenges outside the country get timely assistance.
For citizens seeking information on government laws, regulations, and policies, the charter guarantees access to this information within five working days, promoting openness and accountability in government operations.
This new charter comes just a few months after the Public Service Commission (PSC) launched its own Service Delivery Charter on August 30, which outlined the timelines for recruitment and staff promotion across various government institutions.
According to the PSC charter, recruitment for entry-level positions in the public service will take up to 90 days after the closing date of an advertisement, while promotional appointments will be finalized within 75 days after the closing date.
The Commission also committed to ensuring that recruitment for constitutional commissions, independent offices, and public universities follows these same strict timelines to enhance fairness and efficiency.
The Ministry of Foreign and Diaspora Affairs explained that the introduction of its new charter reflects the government’s broader goal to make public service more open, faster, and fair to all citizens.
It aims to build trust between the public and government institutions by ensuring that services are delivered promptly, consistently, and transparently.
Overall, this new Service Delivery Charter is seen as a positive move toward rebuilding public confidence in government operations.
It signals a strong commitment to improving service standards, ensuring that every citizen — whether in Kenya or abroad — receives professional, timely, and efficient service from their government.
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