IJSRP, Volume 5, Issue 6, June 2015 Edition [ISSN 2250-3153]
Sarah Wanjiru Ng’aru, Moses Kimani Wafula
In October 2013 the Jubilee Government embarked on the implementation of the Huduma Kenya Program as a flagship project in its Manifesto to address the requirements of the Kenyan Constitution on quality and access to Public Services. Ultimately, the Government aimed at transforming the Public Service into a Professional and Customer-Centered Public Service. The initiation of Huduma Centers has ensured that considerable levels of compliance have been realized. Significant progress has been made on the requirement on governance, transparency and accountability. Strategic leadership, strategic decision making and change management in the public sector on service delivery have restored the citizenry confidence in the public service and created a new government brand that customers associate with newness, freshness and high standards in delivery of public services. Overall, the accountability framework has moved the public service to significant levels of efficiency. This paper aims at bringing out explicitly these results and also focuses on areas of improvement. Its main research methodology is predominantly reliance on secondary data. A desk research was adopted and it was found that: Since the initiation of Huduma Centers, considerable levels of compliance have been realized. Significant progress has been made on the requirement on governance, transparency and accountability, and that citizens are able to access quality services.