By Issa Hussein - Reporter
Kenya, May 28, 2026 - A delegation from Zambia’s Ministry of Finance and National Planning on Wednesday visited the Huduma Kenya Secretariat and Huduma Centre GPO in Nairobi to study Kenya’s one-stop government service delivery model.
The benchmarking mission focused on learning how Kenya has integrated multiple government services under a single platform to improve efficiency, accessibility and customer experience.
In a statement, Huduma Kenya said the discussions centred on service integration, digital transformation and citizen-centred public service delivery.
“Officials exchanged views with their Kenyan counterparts on service integration, digital transformation and customer experience — areas seen as critical to improving accessibility and efficiency in public service delivery,” Huduma Kenya said.
The agency noted that Zambia is seeking practical lessons that could help it establish a similar framework aimed at simplifying access to government services for citizens.
“For ordinary citizens, the move could mean fewer trips between offices and faster access to essential documents,” the statement added.
Huduma Kenya said the Zambian delegation left with a better understanding of how consolidated service centres can reduce bureaucratic delays and improve interactions between citizens and government institutions.
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“Zambia’s team left with a clearer picture of how a single service hub can ease daily frustrations and bring government closer to the people,” the agency said.
Huduma Centres were established by the Kenyan government in 2013 to transform public service delivery by bringing services from different ministries, departments and agencies under one roof.
The centres were introduced to address long-standing complaints over inefficiency, long queues and delays in accessing government services.
Today, Huduma Centres offer services including issuance of national identity cards, passports, birth certificates, NHIF and NSSF registration, business registration and tax services among others.
The model has since gained international recognition, with several African countries conducting benchmarking visits to study Kenya’s approach to integrated public service delivery.
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