Improve Public Service Delivery (KENDC0004)

Commitment ID

KENDC0004

Commitment Title

Improve Public Service Delivery

Problem

Nandi County faces multiple challenges in public service delivery that hinder equitable development and citizen well-being. Economically, inefficiencies in service systems lead to resource wastage, delays in implementation, and limited access to key services such as healthcare, education, and infrastructure—especially in rural and marginalized areas. These gaps reduce productivity, deepen inequality, and slow inclusive growth.

Socially, central service delivery models disproportionately affect women, youth, and persons with disabilities (PWDs), who face obstacles such as distance, discrimination, and lack of access to information. These barriers worsen social exclusion and undermine human development.

Politically, low trust in government is driven by weak citizen engagement, minimal feedback channels, and limited accountability. Communities often lack influence over how services are planned, delivered, and assessed.

Environmentally, poor coordination and weak integration of sustainability considerations in service delivery can result in projects that degrade the environment or misuse resources.

This commitment addresses these issues by decentralizing service access, digitizing feedback and delivery mechanisms, and building frontline capacity to enhance responsiveness, transparency, and citizen satisfaction for all, especially marginalized groups.

Status quo

Nandi County's public service delivery has faced persistent challenges including slow response times, limited citizen feedback mechanisms, low service uptake in rural and marginalized communities, and inadequate performance monitoring at the ward level. Services are often centralized at the county headquarters, creating access barriers for citizens in remote areas—particularly women, youth, and persons with disabilities (PWDs). Additionally, the lack of real-time data and digitized systems has made it difficult to track service delivery performance and respond to citizen needs effectively.

To begin addressing these gaps, the County Government has initiated a number of foundational actions. These include the development of a citizen service charter, the rollout of a centralized call center, the establishment of select Huduma Centres, and ongoing training for frontline staff. Furthermore, the county has made efforts to integrate ICT in some departments and is working to comply with the Performance Management Framework for county governments. However, these efforts remain fragmented and unevenly implemented, necessitating a more coordinated, inclusive, and digitized approach to ensure consistent, high-quality service delivery across all wards.

Action

Nandi County commits to transforming public service delivery to make it more accessible, efficient, accountable, and citizen-centered. This commitment aims to decentralize services, digitize feedback and reporting systems, and institutionalize performance monitoring at all service points. Key actions include establishing Ward-Based Citizen Service Centers, launching a digital service delivery tracker, and strengthening engagement through regular feedback loops and performance scorecards.

The reform will ensure that services are brought closer to the people, improving responsiveness and reducing disparities in access—especially for rural and marginalized populations. It also embeds a culture of accountability by linking citizen feedback to performance management.

Expected Results:

• Operational Citizen Service Centers in all 30 wards.

• A real-time digital dashboard monitoring departmental service delivery.

• Increased citizen satisfaction and uptake of services in underserved areas.

• Institutionalized performance reviews for frontline service providers.

• Greater public trust due to improved transparency and responsiveness.

Overall Objective:
To enhance the efficiency, equity, and responsiveness of service delivery across Nandi County by embedding openness, accountability, and citizen participation throughout the service chain, ensuring no one is left behind.

How will the commitment contribute to solving the public problem described above?

The commitment to enhance public service delivery in Nandi County directly addresses challenges of inefficiency, limited accessibility, and lack of accountability in the current system. By establishing Ward-Based Citizen Service Centers, the County will decentralize services, bringing them closer to residents, especially in rural and marginalized areas. This will reduce delays, travel costs, and barriers to accessing essential services such as health, agriculture, civil registration, and licensing.

The introduction of a digital service delivery tracker will promote transparency and generate performance scorecards by allowing real-time monitoring of service requests, complaints, and response times across departments. It will also institutionalize data-driven management, making service delivery more responsive to citizen needs.

Through regular citizen engagement forums and feedback loops, residents will be empowered to voice concerns, rate services, and participate in evaluating staff. This will build trust and strengthen public accountability

Expected Outputs:

• 30 functional Ward-Based Citizen Service Centers

• Operational digital service delivery tracker and dashboard

• Regularly published service performance reports and scorecards

• Institutionalized feedback and grievance redress mechanisms

Expected Outcomes:

• Improved access and equity in service provision

• Increased citizen satisfaction and trust in government

• Strengthened performance culture

What long-term goal as identified in your Open Government Strategy does this commitment relate to?

The long-term goal identified in Nandi County’s Open Government Strategy that this commitment on Public Service Delivery supports is: “To institutionalize citizen-centered service delivery that is inclusive, transparent, and accountable at all levels of governance.” This goal emphasizes strengthening public service systems to respond more effectively to citizens’ needs, especially for marginalized groups such as women, youth, and persons with disabilities.

The commitment contributes to this goal by embedding open government values—transparency, accountability, and participation—into the design and delivery of services at the community level. It aims to improve frontline service delivery through digitization, citizen feedback mechanisms, performance monitoring, and community scorecards. The reform also includes capacity building for frontline workers and the establishment of service charters to set clear standards.

Over time, these interventions will enhance responsiveness, reduce bottlenecks, and rebuild public trust in government services. By ensuring that citizens can access, monitor, and influence service delivery, the commitment supports more equitable and efficient use of public resources while aligning service provision with actual community priorities and needs.

Primary Policy Area

Inclusion, Open Data, Right to Information, Social Accountability

Primary Sector

Public Services (general)

What OGP value is this commitment relevant to?