Public Service Cabinet Secretary Geoffrey Ruku has directed all government ministries, departments, and agencies to maintain operational and accessible communication channels for the public, cautioning that neglecting this fundamental requirement compromises effective service delivery.
During an inspection of government offices in Kisumu on Thursday, January 29, Ruku underscored that Kenyans have the right to prompt services and transparent communication, pointing out that non-functional offices and unanswered official email addresses project an unfavorable image to citizens.
He mandated that all published government contact information must remain operational and be addressed within official working hours by the designated personnel.
If our offices utilize email systems, those email addresses must be functional. If they are not operational, we should simply remove them from our websites. People send information through these emails, but without responses, they serve no purpose,” he stated.
Beyond communication challenges, Ruku also addressed concerns regarding tardiness among civil servants. He asserted that the department’s culture of punctuality and attentiveness should be implemented throughout the entire public service.
The people of Kenya expect us to be present in our offices at the appropriate times. This allows them to manage their time efficiently and plan their activities effectively. When we fail to be in our offices when expected, we convey a highly negative message,” the Cabinet Secretary stated.
Ruku highlighted the State Department for Immigration as a model of compliance, noting that officers in regional offices he visited in Mombasa, Nakuru, Nyeri, and Embu were at their workstations by 8 am. He emphasized that this department’s culture of punctuality and attentiveness should be emulated across all public service sectors.
Ruku further instructed the Ministry of Public Service to uphold discipline and accountability among civil servants. He stressed that official email addresses listed on government platforms must be monitored and addressed promptly, warning against inactivity.
Kenya has encountered multiple instances of government communication system failures, raising public apprehension regarding preparedness and responsiveness during emergencies. A significant case occurred in 2018 when a 24-hour toll-free hotline designed to address gender-based issues was discovered to be non-operational for approximately two months.
Investigations revealed that the hotline was managed by a single official with inconsistent availability, with the breakdown attributed to operational obstacles, funding delays, and inadequate institutional capacity.
Concurrently, studies on flood response in areas of Tana River County indicated that crisis teams lacked adequate communication systems, depriving residents of timely guidance.
This directive forms part of broader government initiatives aimed at enhancing efficiency, accountability, and responsiveness in public service delivery across all ministries and state departments.