County Executive Committee Member for Devolution, Administration and Public Service Management, Janet Kurgat, on Friday hosted a delegation from the Kenya School of Government (KSG) for a sensitization program on Customer Service Excellence (CSE).

The engagement focused on strengthening service delivery within public institutions by embedding citizen-centered approaches and aligning them with national service standards.

Speaking during the session, CECM Kurgat emphasized that the initiative seeks to enhance efficiency, accountability, and responsiveness in public service.

“Our goal is to ensure that public service meets the needs of our citizens, that our institutions remain answerable to the public, and that we embrace continuous improvement in service delivery,” said Kurgat.

The program, led by Susan Chesang, Head of the Center for Customer Service Excellence at KSG, underscored the importance of training and capacity building, setting service delivery benchmarks, and measuring institutional performance against citizen expectations.

Key focus areas discussed included:

•Building a culture of integrity, transparency, and trust in service delivery.
•Promoting innovation through creativity and adoption of new ideas.
•Striving for excellence by upholding the highest standards in all aspects of service.
•Strengthening collaboration with Huduma Centre and other stakeholders to ensure accessibility and consistency in government services.

The CSE program also introduced the concept of Huduma DNA, anchored on values such as mutual respect, integrity, professionalism, and accountability.

The County reaffirmed its commitment to adopting the program and ensuring all departments align with the vision of a citizen-driven public service.

Present were Chief Officers; Ruth Samoei(Public Service Management), Ambrose Tarus(Devolution), Nickson Cheplong(Economic Planning), Elijah Koech(Water),Felix Kimaru(Trade),Directors from Various departments and
John Napoo – Deputy Director Learning and Development(KSG) and
Lucy Vike – Deputy HOD RESAC.