Governor Sakaja Unveils New Reforms to Streamline City Hall Services

Streamlined City Hall Services Reduce Queues, Boost Efficiency in Nairobi
Nairobi residents are experiencing shorter waits and more efficient service at City Hall following major reforms led by Governor Johnson Sakaja. The improvements have modernized service delivery and reduced the long queues that once stretched hundreds of meters.
Rosemary Kariuki, County Executive for Inclusivity, Public Participation, and Customer Service, highlighted the impact of key initiatives such as the Unified Business Permit and the online availability of county services.
The Governor introduced the Unified Business Permit, so Nairobians no longer need to move from one department to another seeking licenses, health approvals, and business permits. You can get your permit from the comfort of your home, Kariuki said.
City Hall Annex, previously neglected, has been transformed into a well-organized public service hub, incorporating facilities accessible to persons with disabilities.
The reforms have contributed to Nairobi achieving its highest-ever revenue collection since devolution, reaching KSh 12.8 billion in the 2024 financial year. Digitized revenue collection processes have streamlined operations, making it easier for residents to comply and pay fees.
James Wanduru, a business owner in Utawala, praised the changes:
I no longer need to go to City Hall to get my licenses. I can apply and pay online from home, then print them out. It has saved me both time and money.
The City Hall reforms reflect Nairobi County’s ongoing commitment to efficiency, inclusivity, and citizen-centric service delivery.