By Rédaction Africa Links 24 with Daily Nation
Published on 2024-01-24 11:10:41
The Customer Service Centre at the City Hall Annex, where county services are accessed, was recently inaugurated by Nairobi Governor Johnson Sakaja. The renovation of the building was intended to improve service delivery, but frequent system failures have caused delays and resulted in long queues outside the centre.
Customers like Margaret have experienced frustration due to these delays. Margaret has spent three days at the centre trying to get her house rates cleared, but the Nairobi Revenue System (NRS) has failed to reflect her payment details to the devolved unit accounts. This system failure has led to inaccurate payment records and penalties for Margaret, causing her significant inconvenience.
Other customers like Naomi Faith Nyambura have also faced long wait times and had to close their shops just to confirm the amount they owe the county. The Chief Officer for Public Participation, Citizen Engagement, and Customer Service, Ms Lydia Mathia, explained that the chaotic situation is partly due to a last-minute rush to beat the waiver deadline, as well as system crashes and issues with service providers.
The county government is encouraging customers to use the online platform for self-service to reduce the crowd at the service centre. Although there are plans to improve the service and address the challenges that have emerged, the current system failures continue to impact customer experience at the Customer Service Centre.
Overall, while the inauguration of the centre was a positive step towards improving service delivery, ongoing system failures have caused significant delays and inconveniences for customers accessing county services in Nairobi. Governor Sakaja’s administration is working to address these challenges and improve the overall customer experience at the centre.
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