Government of Kenya develops Framework for One Stop Shop Service Delivery 

The policy provides the execution framework for the establishment, operationalization, and management of the One-Stop-Shop Government Services. The policy is based on the need to achieve the constitutional principles of ensuring efficient, effective, accessible and citizen-centric services.

The policy has been driven by the realization that the implementation of the Huduma Kenya Integrated Service Delivery Model as envisaged by the Kenya Vision 2030 MTP II and the Gazette Notice No 2177 of 4th April 2014, which establishes the Huduma Kenya Service Delivery Programme Governance Structure, is affected by numerous challenges namely:

1. Lack of a policy framework for the establishment and implementation of One-Stop-Shop (OSS) platforms;
2. Deployment and integration of Government services on the OSS platforms;
3. Inadequate coordination mechanisms among MDACs;
4. Incompatible ICT infrastructure and systems; and
5.  Inadequate funding.

It is within this context and requirements for the principles in the Constitution and the Kenya Vision 2030 which bind all public officers to observe the principles of efficiency, human rights and good governance, integrity, transparency, accountability and sustainable development. equality and non-discrimination that the development of this policy has become necessary. The policy is anchored under the Ministry of Public Service and Gender, State Department for Public Service under the Huduma Kenya Secretariat.

The goal for the Policy

The overall goal for this policy is to enable the development of a One-Stop-Shop Government services policy for:

1. Quality, accessible, dignified, and convenient public services to customers;
2. A unified front end for public service delivery that is accessible to citizens at their convenience;
3. Automation and digitization Government services to ensure continuity of Government business amid digital disruptions and pandemics;
4. Process improvement (Business Process Re-engineering) of government services;
5. Coordination in the deployment and integration of government services by MDACs;
6. Human and institutional capacity to ensure transformation of public service delivery; and
7.  Increase revenue for the government. 

The principles, strategies and approaches in the policy shall apply specifically and directly to all National and County Governments, Independent Bodies and Commissions, Semi-autonomous entities, Ministries, Departments, and Agencies both at the National and County levels of government offering public services.

To further institutionalize the policy, a One-Stop-Shop Government Services Bill has been drafted. It aims to develop a national framework for the establishment and implementation of a one-stop-shop Government service delivery platforms, digitization and automation and business process re-engineering of public services. Therein it establishes the Huduma Kenya Secretariat who shall:

1. Develop, operationalize, support and maintain one stop shop Government services platforms;
2. Provide quality, accessible, dignified, and convenient public services to citizens;
3.  Develop policy and legislation framework for Huduma Kenya Service Delivery Program;
4. Build human and institutional capacity to ensure transformation of public service delivery;
5. Establish and sustain partnerships, collaborations and linkages for Huduma Kenya integrated service delivery;
6. Enhance innovations and research for Huduma Kenya integrated service delivery platforms;
7. Commission research, innovation development and liaise with entities within and outside Kenya for the improvement of integrated service delivery in Government;
8. Monitor and evaluate the performance of the Huduma Kenya Service delivery channels; and
9. Undertake any other functions as may be directed by the Advisory Committee.

Both the policy and legislative proposal have been published and the State Department for Public Service has invited the public to provide feedback on the same.