The government, through the Ministry of Public Service, is committed to improving public service delivery and excellence by attending to all customers with high standards and dedication.
Public Service and Human Capital Development CS Geoffrey Ruku, speaking during the official opening of the National Customer Service Week 2026 at Uhuru Park, Nairobi, said citizens seeking public services will be handled diligently as though they were being served by a fellow member of their family.
“When a Kenyan walks into an office with a question or a problem, what do they meet first? The government they opted for or the government they hear. If that Kenyan were a close family, would they be satisfied with the service they receive? posed Ruku, calling on civil servants to pay close attention to that citizen, who may have travelled since dawn, spent money on transport and taken time away from their work to seek services.
The CS pointed out that the few minutes of interaction with a public officer can deepen people’s trust in government or quietly diminish it.
The National Customer Week Service, ending Friday, was held under the theme: Extra Mile: Transforming Public Service Through Customer Service Excellence, with the national tagline “Huduma Bora, Taifa Bora”.
Ruku reiterated that the ongoing government’s efforts towards the transformation of public service through customer service excellence should be translated from a mantra to practical application of the way services are offered.
The CS commended citizens for their feedback that helps service delivery improve continuously, noting that Article 232 of the constitution calls for responsive, prompt, effective, impartial, accountable and provision of accurate information.
“Excellent customer service is not an extra favour to Kenyans; it is part of the standard that they are entitled to,” he said.
Ruku acknowledged the frontline reality, where queues are long and systems sometimes fail, calling on courtesy to prevail even amidst the challenges.
He observed that in service excellence, a smile is welcome, but citizens need answers, a listening ear, clear explanations and officers who act promptly while taking ownership of their actions.
The CS called on public officers to first see the human being before the paperwork by listening carefully and understanding the real problem, saying solving customer problems is the best they can do within their mandate, instead of becoming an expert in redirecting people.
“To the officers who resolve difficult citizens’ concerns patiently, your work in government is appreciated, and thank you for carrying the dignity of the public service every day,” he commended.
Ruku was categorical that every interaction with the citizen is a belief and public trust, urging this year’s customer service week to be the start of a renewed way of serving Kenyans in the public service.
“Personalise customer service with empathy, excellence and exceeding their expectations, just as you would treat a close family member whom you love and care about,” noted the CS in his speech.
Kenya is marking the National Customer Service Week (NCSW) 2026 from October 5 to 9 in an initiative aimed at strengthening citizen-centred service delivery, promoting innovation and fostering a culture of excellence across the public service.
Coordinated by the State Department for Public Service and Human Capital Development, with the Kenya School of Government serving as the Secretariat, the initiative provided a national platform for Ministries, Departments and Agencies (MDAs) to showcase reforms, innovations and initiatives aimed at improving the quality, accessibility and responsiveness of public services.
This is anchored on the government’s commitment to efficient, responsive and citizen-centred service delivery, in line with the Constitution of Kenya, the Bottom-Up Economic Transformation Agenda (BETA) and the broader Public Service Transformation Agenda.
The National Customer Service Week 2026 reinforces the message that quality public service is central to Kenya’s transformation agenda, with the ultimate objective of building a more responsive, efficient, inclusive and citizen-focused public service.
By Joseph Kamolo
