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Long queues at City Hall despite new service centre
Nairobi Governor Johnson Sakaja recently inaugurated the Customer Service Centre at City Hall Annexe, where county services are accessed.
The inauguration of the centre came after the building was renovated to improve service delivery to customers.
However, two weeks later, frequent system failures have led to delays in service delivery, resulting in long queues outside the centre.
While access to information has been successfully achieved, the time wasted by customers waiting for these services remains a key challenge for Sakaja’s administration.
One of the clients who has been camping at the centre for the past three days is Margaret, who is trying to get her house rates cleared.
Her problem started with the county’s revenue system, the Nairobi Revenue System (NRS), which failed to reflect her payment details to the the county’s accounts.
The system shows that she has not paid rates for her two houses for the last two months, totaling Sh90, 000, including penalties.
“I came here the first day and they took me through the process but the system failed midway, and I was asked to return the following day to follow up. It is now my third day here following up on this issue,” Margaret said.
Despite queuing for hours on the third day, Margaret has been told to go and wait for word from the county, but her fear is the penalty that keeps piling up because of the error in the system.
She has been carrying her four bank slips for the past month, which clearly show that she has been depositing her dues.
Naomi Faith Nyambura is another customer who has been queuing for hours, forcing her to close her shop for the second day just to confirm with the administration how much she should pay the county for her shop.
“I only want to know how much am I supposed to pay, but that has kept me waiting here since 9am,” Nyambura said.
She tried to access the service by phone, but the system was inaccessible, so she had to come in person.
Her frustration was echoed by her colleague, who said she was sent back last week when the system failed and asked to come back the next day, only to face the same scenario.
The County admitted that there was a problem with the system, which they promise to improve as they continue to learn from some of the challenges that are emerging.
The County’s Chief Officer for Public Participation, Citizen Engagement and Customer Service, Ms Lydia Mathia, said that they serve close to 1,500 customers a day, and that whenever there is a delay in the system, the queues extend outside.
She says that the chaotic situation is also attributed to the last-minute rush to beat the waiver deadline, which was extended to January 31.
“The moment when you are giving such kind of services, you will probably have a backlog. But we are not overwhelmed, we have the capacity to serve all the people who are coming here except that in some days, once in a while we have a challenge, either the system has crashed , our service providers have an issue within or there are too many people within the system at a time,” Ms Mathia said.
The county official points out thay some of the customers appear without full documents or details of their businesses, and whenever they are asked to go back and collect their details, they express their frustrations.
The county has encouraged its customers to embrace self-service through the online platform, which will reduce the numbers at the centre.
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