Brief Summary
The speaker emphasizes the importance of citizen-centric public service, highlighting the need to prioritize citizens' needs, preferences, and rights in the design, delivery, and evaluation of public services. Key aspects include accessibility, responsiveness, transparency, accountability, and participation. The speaker also reminds the audience of the government's five key agenda items and the importance of incorporating them into their work.
- Prioritize citizen needs in public service design and delivery.
- Ensure accessibility, responsiveness, transparency, and accountability.
- Incorporate government's key agenda items into agency operations.
Introduction
The speaker expresses her happiness to be present and congratulates the CEOs for developing a powerful platform aimed at improving service delivery to the citizens of the country. She then announces her intention to shift from the norm and focus on the citizen.
Citizen-Centric Public Service
The speaker emphasizes that government's primary function is delivering services to its citizens. Therefore, the government must prioritize the needs, preferences, and rights of citizens in the design, delivery, and evaluation of public services. This includes ensuring accessibility, responsiveness, transparency, and accountability in all services provided.
Accessibility of Services
The speaker stresses the importance of making public services accessible to all citizens, including marginalized groups, through various channels such as physical offices, mobile platforms, and online portals. She encourages expansion of services to underserved areas, referencing the establishment of Huduma centers across the country.
Responsiveness and Feedback
The speaker discusses the need for government agencies to be prompt and efficient in addressing citizen needs and feedback. Drawing from her experience in the Ministry of Health, she highlights the importance of establishing channels for citizens to provide feedback to avoid chaotic situations. She mentions the Quality of Health Care and Patient Safety Bill aimed at ensuring patient care.
Transparency and Accountability
The speaker underscores the importance of transparency and accountability in public service. She uses an example from KMTC where the institution received funds but failed to inform the public, stressing the need to communicate such information proactively. Transparency and accountability should be demonstrated through both written and verbal communication.
Participation, Efficiency, and Quality
The speaker highlights the pivotal role of public participation in decision-making. Citizens seek efficiency and quality in the services they receive. The speaker points to devolution, Huduma centers, public participation laws, and digital platforms as examples of efforts to improve citizen engagement and service delivery.
Government's Key Agenda
The speaker reminds the audience of the government's five key agenda items: agriculture, digital economy, MSME, housing, and health. She urges them to consider how to incorporate these agenda items into their work and to communicate progress to the public. She uses the example of "Shamba" to illustrate the importance of promoting successful initiatives. The speaker concludes by emphasizing that the success of these sectors depends on the collaboration and coordination of government efforts.
