Nairobi county commence review of Service Delivery Charter
The Nairobi county has now the opportunity to shed off the perennial negative tag of inefficiency and shortfalls customer satisfaction on matters service delivery during the ongoing review of the Service Delivery Charter.
The ongoing exercise will focus on meeting the needs of county’s clients rather than becoming bogged down in administrative tasks.
The already commenced review of the service charter will seek to align the Nairobi governor Johnson Sakaja’s led administration with the highest standards of excellence.
City Hall believes that the proposed improvements and enhancements will significantly contribute to the betterment of service delivery to Nairobi residents and all Kenyans seeking services in the country’s capital.
On her part, Nairobi county Chief Officer for Public Participation and Customer Service Lydia Mathia noted that the charter serves as a compass that guides service providers to embody both “customer obsession and professionalism” while on duty, despite what she described as inherent complexities in human behaviour.
“How do we maintain transparency even when faced with the challenges presented by individuals who may have violated the law? She posed. “The solution lies in reaching a level of professionalism where our core values consistently shine through.” Mathia said.
Mathia underscored professionalism on the part of the county staff as a basic requirement inc creating customer confidence.
Director at the Nairobi County Directorate of Customer Service Lydia Gatheru applauded Mathia for her instrumental input in the review process noting that she reinforced the importance of customer service excellence in fulfilling the county’s mission.
“Your willingness to engage with the customer service team reflects your exemplary leadership and commitment to transparent and accountable governance. Thank you for taking the time to actively contribute to this essential process. We look forward to implementing the improvements discussed and further enhancing our service delivery charter for the benefit of the community.” Gatheru noted.
The Directorate of Customer service has been undertaking a capacity building exercise to respond to the rising needs of customers in Nairobi.
