CS Ruku pushes for improved service delivery at Huduma centres

Speaking at the close of the 3rd Annual Huduma Centre Managers Conference in Mombasa on April 17, 2026, Ruku said the centres now play a central role in implementing the government’s Bottom-Up Economic Transformation Agenda associated with President William Samoei Ruto.

Ruku said Huduma Kenya has evolved significantly since its inception, but noted the need to maintain high standards of efficiency, fairness and professionalism in service delivery.

He called on centre managers and staff to adhere to customer service standards and address persistent delays that continue to affect some government services.

The Cabinet Secretary said the ministry is working with other government agencies to expand the range of services available at Huduma Centres, including plans to facilitate the issuance of documents such as passports.

The conference, themed “Connecting Service to Purpose,” brought together senior officials and managers to assess progress and discuss strategies for improving access to public services.

Ruku said 13 Huduma Centres are ready to begin operations, while more than 20 others are under construction through NG-CDF support. An additional nine centres are being developed under the Huduma Kenya programme.

He acknowledged gaps in service availability across regions and said the government plans to introduce a “Universal Agent” model to allow citizens to access multiple services at a single point.

The government is also preparing the Huduma Kenya Bill, which is expected to be subjected to public participation before being tabled in Parliament. The proposed law aims to streamline operations and grant the agency greater autonomy.

Ruku further directed Ministries, Departments and Agencies to comply with service charters and adopt process improvements to reduce turnaround times.

He said new customer service standards will be introduced, requiring certification across public institutions as part of broader efforts to improve consistency in service delivery.