The government is seeking to make communication a measurable performance deliverable across ministries, departments and agencies, with public information being integrated into project planning, budgeting and implementation to improve service delivery and strengthen engagement with citizens.
Broadcasting and Telecommunications PS Stephen Isaboke says the recent Government Communication Policy seeks to harmonise communication across public institutions, ensuring that government messages are well coordinated, based on verified information, while remaining responsive to public concerns.
Speaking on Tuesday during an interview at a local television station, Isaboke explained that communication should be treated as a core government function rather than an activity that is undertaken after programmes and projects have been implemented.
“Communication is now going to be one of the measurable deliverables across government entities,” he said, noting that it would be assessed alongside other responsibilities of government institutions.
The PS traced the development of the policy to discussions dating back to around 2019, saying it was intended to address gaps in the way government institutions communicate their decisions, programmes and services.
He observed that communication had often been overlooked during project planning, with resources allocated to public information placed among the first to be reduced during periods of austerity.
Under the new policy, communication should be considered from the outset of major projects, with institutions incorporating it into their budgets and implementation plans. Performance contracting would also include measurable communication commitments for Cabinet Secretaries and heads of government institutions.
Isaboke said the approach recognizes that delivering a project physically was not enough if citizens are unaware of its purpose, benefits or how it affects them.
He explained that government communication follows an established structure, with the President providing the broader direction of government policy, while Cabinet Secretaries communicate on the mandates and programmes of their respective ministries.
Principal Secretaries on their part interpret and implement policies within their dockets, supported by public communication officers deployed across ministries and departments.
The PS added that public communication officers support ministry leadership by providing information on government programmes and facilitating communication with the public.
Counties also have their own communication officers, making coordination between the national and county governments important in ensuring that information remains consistent and reaches out to communities through the relevant channels.
Isaboke identified the Kenya News Agency (KNA) and the Kenya Broadcasting Corporation (KBC) as key government channels used to disseminate public information.
He explained that KNA provides coverage of events and issues across the counties, with its reports also being used by other media outlets, while KBC serves as the national broadcaster.
The PS said the government was also developing a National Communication Centre intended to provide a central point, where citizens can access government information, make enquiries and submit feedback.
“The idea is to have a one-stop shop,” he said, describing the proposed platform as one that would bring together information from government institutions and help members of the public direct questions to the relevant departments.
The centre is expected to support public access to information by bringing together updates and services from different government offices, while providing avenues for citizens to seek clarification on matters affecting them.
Isaboke said government will use the available digital tools including WhatsApp channels, short codes and artificial intelligence-enabled chatbots to respond to general enquiries, while more complex questions are to be referred to the relevant officials or departments for further attention.
The proposed centre would complement existing communication channels within ministries and other government digital services, rather than replacing the work of individual institutions.
The PS noted that the rapid circulation of information on social media had increased the importance of timely, accurate and coordinated communication by government.
He said misinformation and unverified claims could create confusion, particularly when citizens encounter information online before receiving clarification from official sources.
“You actually want consistency, but empower the people so that the people that speak, should speak from known facts,” he said.
Isaboke emphasised that public communication should be supported by reliable information and that officials responsible for explaining government decisions must understand the issues they are communicating.
He also said communication should not be limited to government announcements but should provide opportunities for citizens to express concerns, ask questions and receive responses.
“The only way you can close the trust deficit is take people along and really engage and communicate,” he said.
The PS said public participation should begin at the planning stage of projects, allowing communities to contribute to decisions and raise concerns before implementation.
He explained that engaging citizens early enables government institutions to understand local needs and consider public feedback when developing or implementing programmes.
Local administration structures, including chiefs and assistant chiefs, also play an important role in communicating government policies and gathering feedback from communities, particularly in areas where digital access may be limited.
Isaboke said local administrators need accurate and up-to-date information to help them explain government initiatives and respond to questions from residents.
He added that government communication officers should work with these structures to ensure information reaches communities through channels that are accessible to them.
On crisis communication, the PS called for coordination among government institutions and reliance on verified technical information, citing communication around the El Niño phenomenon as an example.
He said technical agencies, including the Meteorological Department, provide the relevant scientific information, which communication professionals can simplify and relay to the public.
Isaboke stressed the importance of verifying information before it is amplified, particularly during emergencies when inaccurate reports could cause confusion.
He also acknowledged information gaps surrounding the Social Health Authority (SHA), saying citizens needed clearer explanations of how the scheme operates, the benefits available and the channels for raising concerns.
The PS said members of the public should be able to seek clarification from relevant officials, with legitimate complaints directed to the appropriate offices for follow-up.
He noted that communication on public programmes should help citizens understand how services work and where to seek assistance when they encounter difficulties.
Isaboke said the Government Communication Policy seeks to strengthen coordination across public institutions and make communication more responsive to the needs of citizens.
Meanwhile, the new approach places emphasis on verified information, early engagement and feedback, with communication expected to support the implementation of development programmes and also improve public understanding of government decisions.
by Sharon Njeru
