INNOVATIONS FOR SERVICE DELIVERY IN LOCAL GOVERNMENTS FOR IMPLEMENTING THE POST-2015 DEVELOPMENT AGENDA

Transcription

1 INNOVATIONS FOR SERVICE DELIVERY IN LOCAL GOVERNMENTS FOR IMPLEMENTING THE POST-2015 DEVELOPMENT AGENDA Presented by Ms Anne Waiguru, OGW Cabinet Secretary, Ministry of Devolution and Planning Government of Kenya 23 June 2015

2 Presentation Outline Background Public Service Delivery Challenges Common Strategies and Approaches in innovation in service delivery Huduma Kenya: The New Face Of Public Service delivery Conclusion and Way Forward

3 Background Governments have responsibility for provision of services and oversight of the same, at both national and local level. In doing so, governments face a number of challenges, including: dwindling public resources, increasing demand for services, rapid population growth, and increasing citizen awareness of their rights, amongst others. In addition, the rapidly changing technological and digital landscape demands new approaches to service delivery.

4 Background (contd.) Emerging lessons from the implementation of the Millenium Development Goals (MDGs) underscore the importance of local governance for improved service delivery. Consequently, the post-2015 agenda underlines the importance of bringing local and regional perspectives for sustainable development a process referred to as localising the post agenda. In view of the above, innovation in public service delivery is imperative.

5 Public Service Delivery Challenges

6 Public Service Delivery Challenges The post 2015 agenda calls on the government for: effective provision of public services; improving universality of services; and aligning public services with what citizens are demanding. This requires governments to amongst others, to embrace e- governance to increase efficiency of government operations, strengthen democracy, enhance transparency, and provide better services to citizens.

7 What Citizens want three S Timeliness Less Red Tape Clustered No Wrong Door

8 What Citizens expect three As Across the Country All the time 24/7 Uniform Standards

9 Common Strategies and Approaches in Innovation in Service Delivery A. Integrating services is the process where different services are brought together under a single or multi-service channel for better results and outcome for the citizen. B. Leveraging ICT to create structures and new models for service delivery across wide range of services. C. Decentralised service delivery refers to the presence of government at the lowest sphere possible as a first point, with a view to lead to more equitable service provision.

10 Common Strategies and Approaches in Innovation in Service Delivery (Contd.) D. Collaborations and Partnership (New Governance)- entails partnership with local state and non-state service providers and users in co-design and co-production of public services. E. Engagement with Citizens includes consultation and dialogue with citizens in the delivery of services.

11 THE HUDUMA KENYA PROGRAMME: THE NEW FACE OF PUBLIC SERVICE DELIVERY

12 Background The Huduma Kenya Programme is aimed at transforming the Public Service towards a People-Centred, Professional, Efficient, Transparent and Accountable Service that meets Global Standards and Best Practices. Huduma Kenya has five one stop shop channels as platforms for integrated service delivery i.e. Huduma Centres, Huduma Web Portal, Huduma Mobile Platform, Huduma Call (Contact) Centre and Huduma Payment Gateway.

13 Background In addition, ICT systems have been deployed to facilitate service delivery. These include: Virtual Desktop Infrastructure (VDI), Ticketing & Queue Management System (QMS) and Electronic and Instant Feedback Devices (EIFD). Other Huduma Kenya ICT projects include Huduma Call Centre, E (Online) and M (Mobile) platforms and Huduma Smart Service Card.

14 HUDUMA CENTRE

15 CITIZENS AT THE LOCAL LEVEL BEING SERVED AT THE HUDUMA CENTRE

16 HUDUMA SERVICE AND PAYMENTS SMART CARD Card Features Design Technical Standards EMV chip Europay, Mastercard, Visa Magnetic Stripe NFC Near Field Communication tap and go Prepaid cash card Instant Issuance 16

17 PAYMENTS SMART CARD- SERVICES OFFERED Pre-paid products best suited for social payments Consumer Travel Multi currency e.g. Nakumatt General Purpose Reloadable Farmers Gift Student- e.g. HELB, Youth Fund Commercial Payroll -Private sector, Flower farms, Manufacturers. Business Travel Corporate Purchasing Business Incentives Public Sector Cashless payments Micro lending Uwezo fund and Youth funds Social Benefits- e.g. Pension, Relief disbursements. Medical NHIF NSSF Page 17

18 Key Results and Impact Twenty one (21) Huduma Centers have been established in different parts of the Country within a year. Each Center provides services from various government agencies depending on local needs. The Centers currently serving more than 15,000 people per day. Customer satisfaction in the Centers averages 93%. The Huduma Programme is contributing to the improvement of the Doing Business Index Renewing trust and confidence in Government by the citizens

19 Conclusion Governments need to embrace the new post 2015 agenda and the principles of universality, good governance and effective service delivery that are tailored to the citizen s need. In the face of the continuing fiscal burden and increasing levels of demand, there is a pressing need to: Enhance collaboration across the public sector in order to adopt a coherent multi-agency approach to citizen s needs, Target services to where they are most needed, and To respond and adapt to a rapidly changing world.

20 Asante Sana! Muchas Gracias!

21 Ministry of Devolution and Planning Fax No.: +254 (20) Telephone: +254 (20) Web: