Inside Huduma Kenya, Kenya School of Government MoU


The Kenya School of Government and Huduma Kenya have signed a Memorandum of Understanding.

The agreement brings together the expertise of two organisations that have jointly developed a Customer Service Excellence (CSE) Training Framework for the Public Service.

It is also set to establish a Centre of Excellence for training programmes aimed at Service Excellence.

The MoU was signed at the Kenya School of Government by Ag. Director General, Prof Nura Mohamed and Huduma Kenya Ag. CEO, Mugambi Njeru, at an event presided over by Chief Guest, Amos Gathecha, who is Principal Secretary, State Department for Public Service.

Quoting the Constitution of Kenya Articles 73 (1) Article 73 (2) on responsibilities of leadership and the guiding principles of leadership and integrity, PS Gathecha stated, “Citizens must be treated with dignity and integrity. They want to receive service where they do not have to queue; service on the spot; a customer service quality that best describes Huduma Kenya.”

“It is this quality that inspired the development of the Customer Service Excellence (CSE) Training Framework to enable replication of the programme in the whole of Public Service.”

Speaking of support from the Government, the PS revealed that the Chief of Staff and Head of Public Service Felix Koskei is enthusiastic about this program and wishes to be at the forefront once it is rolled out.

He, however, called for more support from the Public Service Commission to support capacity building, by making some of the leadership and induction courses that are undertaken at the Kenya School of Government compulsory.

“These programmes help to shape the Public Service thinking and doing. How will they implement the development plan if they do not understand the Bottom-up economic Transformative Agenda? You cannot have an effective officer who has not been trained,” Gathecha said.

“By equipping public servants with the requisite competencies and ethical frameworks, Huduma Kenya and the School are not only creating a culture of excellence but also reaffirming the Constitutional mandate to serve the people diligently and selflessly.”

Challenging all officers to serve with positivity, Gathecha gave his testimony; “I am in the Public Service because I wanted to be here, I wanted to join the Public Service and I have been here for years.  Do the right thing and do it the right way.”

Prof, Nura Mohamed, Acting Director General of the Kenya School of Government said he is confident that the Customer Service Excellence (CSE) Training Framework and the Centre of Excellence will become the legacy that will be known for transforming how the Public Service does business.

“The School in the next five years will be guided by six pillars. In particular, the 6th pillar is about having a citizen-centric public service, one that is sensitive to the needs of the public,” he said.

“This is why we collaborated with Huduma Kenya, known for its excellence in customer service- to replicate the same across Government and standardise service delivery.”

This he emphasized with a clarion call: tumewaskia na tutawafikia– the needs of the citizens have been heard and something is being done about it.


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