We have been able to digitalize feedback – Huduma CEO

 

Huduma Kenya Chief Executive Officer Ben Chiluma has said they have managed to digitize feedback as one of their services.

Speaking during an interview with Spice FM, he explained that with the "Service by Appointment" feature, one could also reschedule their appointments according to their free time.

"We have been able to digitalize feedback. Once you are queued in and we finish your service, a request is sent to the customers to evaluate the services rendered,"  Chiluma said.

Chiluma added that they had digitalized their services through a "Track my Service" system, making it easy to track when documents are ready via text messages.

"As many government services are digitalized, a gap emerges between the digitized services and the users, necessitating the need to bring these services closer to the users," he said.

"Huduma Kenya is repositioning itself to be the bridge between digitized services and the people. People need to know which services have been digitalized and how to navigate these services because it may be challenging for some to access them," Chiluma added.

He noted that the government had onboarded over 5,000 services on the eCitizen platform, and without the agency, people would not receive first-line support.

"There will be a need for a phase to transition these digitalized services to the people to reduce the scalability gap, which could hinder the positive effects of the digitalization process," Chiluma explained.

He also mentioned that through the eCitizen platform, they have been able to deliver their services to Kenyans.

Chiluma added that digitalization has contributed to the reduction of corruption since people are interacting with the systems online.

"Under the leadership of our President, the digitalization process is going to yield a lot of dividends in terms of reducing the levels of corruption," he said.   BY THE STAR