Government Spokesperson Isaac Mwaura has called on Kenyans to speak out against poor service, mistreatment, or corruption in public institutions, emphasizing the government’s commitment to building a more citizen-centred and accountable public service.
Speaking on Friday, October 10, 2025, as Kenya marked Customer Service Week, Mwaura said that every Kenyan deserves to be treated with dignity, fairness, and respect when seeking services from government offices, including hospitals, police stations, and Huduma Centres.
Government Reaffirms Commitment to Quality Service
Mwaura acknowledged that while many public offices have made strides in improving service delivery, isolated cases of inefficiency, rudeness, and negligence still undermine citizens’ trust.
“Every Kenyan has the right to be treated with dignity, courtesy, and fairness in all government offices.
As part of this year’s Public Service Week, the government reaffirms its dedication to transparent, efficient, and citizen-centred service delivery,” he said.
He noted that Customer Service Week offers an important opportunity for both citizens and public officers to reflect on how services can be made more effective, inclusive, and responsive to people’s needs.
Encouraging Accountability Through Reporting
Mwaura urged members of the public to report any incidents of poor service delivery, corruption, or unresponsiveness directly to the Office of the Ombudsman.
“Citizens who encounter poor service delivery, corruption, and unresponsiveness are encouraged to report such cases to the Office of the Ombudsman,” he said, stressing that such feedback is crucial in identifying weaknesses and reinforcing accountability.
He added that citizen feedback plays a central role in shaping reforms aimed at restoring integrity and professionalism within the public sector.
Building a Citizen-Centred Public Service
The government spokesperson reiterated that President Ruto’s administration is focused on nurturing a public service culture grounded in honesty, professionalism, and efficiency.
“Our goal is to ensure public offices become models of integrity and reliability — where every Kenyan can access services without discrimination or frustration,” Mwaura stated.
Customer Service Week 2025
Kenya joins the global community in celebrating Customer Service Week, an annual event dedicated to appreciating both customers and service providers while promoting higher service standards across all sectors.
Mwaura concluded by reaffirming the government’s commitment to continuous improvement in service delivery and encouraged Kenyans to play an active role in promoting transparency and accountability.
