By Grace Gilo
The Huduma Kenya and the Kenya School of Government have recently signed a Memorandum of Understanding (MOU) to provide training on customer service excellence for the public service.
The MOU was officially signed at the Kenya School of Government and will bring together the expertise of the two organizations.
Together, they have developed a Customer Service Excellence (CSE) Training Framework for the public service.
As a result of this collaboration, a Centre of Excellence will be established and jointly operated by the Kenya School of Government and Huduma Kenya
This center will offer training programs aimed at achieving service excellence.
The main objective is to transform the mindset of public servants, ensuring that every interaction with the public is guided by a customer-centric perspective.
The signing of the MOU took place at the Kenya School of Government, with the presence of KSG Ag. Director General, Prof. Nura Mohamed, and Huduma Kenya Ag. CEO, Mr. Mugambi Njeru.
The event was presided over by Chief Guest, Mr. Amos Gathecha, Principal Secretary, State Department for Public Service.
According to Amos Gathecha, the principal secretary of the Public Service State Department, all levels of officers within the public service, from the highest to the lowest, will undergo this training.
This is because every officer interacts with the public in some capacity.
The training has been tailored to cater to the specific needs of top-level, middle-level, and lower-level officers.
During the event, Mr. Gathecha challenged all officers to approach their work with a positive mindset and focus on the fundamental aspects that make a difference in service delivery.
This includes showing courtesy, respect, and dignity towards citizens, which are qualities that citizens desire and deserve.
“They will go through the training but with different parameters but with the same aim of making sure that they all treat the customer who is a public servant with respect and dignity they deserve,” said the principal secretary.
This agreement marks the commencement of a collaborative effort aimed at implementing the Customer Service Excellence Training Framework for the Public Service.
“The reason therefore we have this relationship today is to change and transform the mindset of public servants from impossible to possible and realize that transformation,” said the KSG Ag. Director General, Prof. Nura Mohamed.
Prof. Nura, the KSG director also noted that the course would act as a mindset challenge.
The agreement represents a significant milestone in the quest to achieve a more efficient, effective, and citizen-centric public service.