Kenya’s Head of Public Service, Hon. Felix Kosgei, has urged heads of parastatals and representatives of government agencies to adopt a more citizen-centric approach in their service delivery, saying the shift is key to rebuilding public confidence in the Kenya Kwanza administration.
Speaking at a time when both the region and the African continent are experiencing rising public discontent over governance and unmet expectations, Hon. Kosgei said public institutions must urgently realign their operations to reflect the needs and priorities of the people.
He emphasized that citizens remain the ultimate clients of government services and therefore their satisfaction should drive every reform and initiative undertaken within the public sector.
“We must move away from bureaucratic processes that frustrate citizens and instead focus on efficiency, transparency, and accountability. A government that listens, responds, and delivers is a government that earns the trust of its people,” Hon. Kosgei said.
Kosgei challenged parastatal leaders to adopt digital innovation, improve media engagement, and ensure timely communication—especially during service interruptions such as system delays or power failures. He noted that strong feedback systems would make it easier for citizens to access services and contribute to continuous improvement.
Reiterating the administration’s commitment to restoring trust in state institutions, the Head of Public Service said a citizen-first mindset across all sectors is essential for national transformation and inclusive economic growth.
Meanwhile, Principal Secretary for Agriculture, Dr. Paul Rono, urged state corporation leaders to make bold and sometimes uncomfortable decisions to rescue struggling agencies and realign them with national priorities.
“Today we converge under the theme of a public service that is intentional about prudent and effective management of resources. I am calling on all CEOs of state corporations to take bold steps—whether it is reducing staff or undertaking value addition. Let’s do what is necessary to save these agencies that were once at the top,” Dr. Rono said.
Hon. Kosgei also cautioned public officials against laxity and corruption, warning that such practices undermine the government’s credibility and derail national development.
The directive forms part of ongoing government efforts to enhance efficiency, strengthen accountability, and ensure that every public-facing institution reflects the administration’s commitment to good governance and responsive service delivery.
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