CUSTOMER EXPERIENCE
Service In The Public
Sector
By Pauline Warui
T
he public sector is defined as
the part of an economy that
is controlled by the state. This
includes sectors like energy, education,
health, housing, and transport among
others.
This sector is perceived to have little or no
understanding of the need to accord its
citizens good service particularly in Africa
where Governments dictate the services
citizens should receive. In most instances,
Government staff work in a robotic way to
clear the hours or more so to ensure some
level of service has been delivered.
However this is not necessarily true as
some arms of Government are according
citizens good service. E-Citizen for
example has become a good platform
which has reduced the negative perception
on the experiences the Government offers.
Most people will argue that the public
sector can do better but creating good
service and experiences is a journey. It
is not a one day event. We have been in
the deep and have to honor the journey
and evolution of services rendered by
Government. better and commendable. I have deep
faith in the Huduma services.
I remember getting an Identification
Card when I turned eighteen. It was an
arduous exercise that required queuing for
days on end. The staff treated us with utter
contempt and you had to wait for months
before your ID was ready for collection.
You had no idea when it would be ready
and you kept checking for months or
disturbing the officers as they rudely told
us. The fact that my aged father can walk to a
cyber café and get his driving license upon
payment is definitely a wow experience.
NTSA as an organization is miles ahead
in offering service to citizens. Citizens
can easily create accounts, sign in and
get services such as vehicle registration,
application for driver’s license, foreign
vehicle permits, licensing of instructors
and motor vehicle registrations.
Today, the Huduma Centers have greatly
changed all this and though this is still
work in progress, the experience is much The DCI office is another office where
customer experience has greatly improved
never mind no one wants to voluntarily
visit the famous premises on Kiambu
Road. Today, the offices are accessible and
one is at ease in the compound if you are
there for the right reasons.
The fact that my aged father can walk
to a cyber café and get his driving li-
cense upon payment is definitely a wow
experience. NTSA as an organization is
miles ahead in offering service to citi-
zens. Citizens can easily create accounts,
sign in and get services such as vehicle
registration, application for driver’s li-
cense, foreign vehicle permits, licensing
of instructors and motor vehicle regis-
trations.
60 MAL33/19 ISSUE
The Public Sector has also adopted Self-
Care which is well known to reduce the
time wasted by enquiring parties and this
has made user experience magical.
It’s so much easier to apply for a certificate
of good conduct. The process is well
communicated and SMS updates on the
status progress is way beyond expectation
for citizens. The fact that the data or
results provided is reliable, adds to good
citizen experience. Data authenticity
creates trust and trust is a key component
in creating customer engagement.
KRA is leading in offering online services
with a satisfactory score for those who
require their services. Tax matters are
complex and intimidating to citizens.
The numerous campaigns for customer
education are definitely big leaps in the