The Government has officially launched the 2025 Customer Service Week, calling on all public servants to uphold excellence, efficiency, and empathy in service delivery.
The launch, held in Nairobi, brought together senior government officials, including Cabinet Secretary (CS) for Public Service and Human Capital Development Geoffrey Ruku, Principal Secretary (PS) for Public Service and Human Capital Development Dr. Jane Imbunya, and Huduma Kenya Chief Executive Officer (CEO) Ben Chilumo.
CS Ruku emphasized on the government’s commitment to transforming service delivery across ministries and state agencies.
He noted that the theme for this year’s celebration, ‘Empathy in Action’, resonates deeply with the government’s vision of a citizen-centred public service.
“We must go beyond routine service delivery and touch the lives of Kenyans with compassion and understanding,” directed Ruku.
Further, the CS acknowledged the significant role played by Huduma Kenya in bridging the gap between citizens and government services.
Ruku reiterated the government’s goal of modernizing public institutions through digitization and performance-based accountability, saying that citizens should expect faster, friendlier and more transparent services.
“Our citizens are not just clients — they are partners in building a better Kenya. Every public servant must therefore act as an ambassador of integrity and commitment,” he added.
PS Dr. Imbunya lauded the dedication of public servants who continue to serve Kenyans diligently, noting that effective customer service is a cornerstone of public sector reform.
She encouraged ministries, departments, and agencies to use Customer Service Week as a platform to reflect on their performance and identify areas for improvement.
“This week gives us an opportunity to celebrate our front-line staff and to listen to the voices of the people we serve,” stated Dr. Imbunya, stressing that empathy should not just be a theme, but a culture that defines how the government interacts with its citizens every day.
The CS also reaffirmed the government’s ongoing investment in training, motivation, and recognition of public servants who go above and beyond to deliver quality service.
The Huduma Kenya CEO commended the government’s continued support and highlighted the positive impact of Huduma Centres in making public services more accessible and efficient.
The CEO maintained that the organization remains committed to innovation and customer satisfaction, aligning its operations with the ‘Empathy in Action’ theme.
Chilumo further encouraged citizens to provide feedback to help the government improve its service delivery mechanisms.
“Customer service is not a one-way process. We must listen, learn, and act on what our clients tell us,” he emphasized.
The launch concluded with a renewed call for collaboration among public servants and institutions, to ensure that the values of empathy, transparency, and accountability are embedded across all levels of government.
By Samuel Kivuva and Darlene Kuria
