The Ministry of Public Service has unveiled a draft One-Stop Shop (OSS) policy to transform Huduma Kenya from a government programme into an independent statutory agency. The proposal seeks to strengthen service delivery by addressing legal gaps and inconsistencies. Public input is invited until May 13.
The Ministry of Public Service unveiled the draft One-Stop Shop (OSS) policy on Monday, April 27, 2026. The initiative proposes establishing the Huduma Kenya agency as a permanent entity with a strong legal foundation.
Key elements include a customer service excellence standard requiring all public institutions to meet uniform benchmarks for accountability and turnaround times. It also prioritizes full digitization of government back-end systems to prevent citizens from resubmitting online documents.
The policy calls for expanding Huduma centres to all sub-counties, beyond current locations mainly at county headquarters. This aims to bring services closer to people in remote areas and includes provisions for persons with disabilities and marginalized groups.
Currently, Huduma Kenya operates as a programme with limited legal backing and uneven digital integration. The draft introduces stricter accountability across agencies and a structured funding framework for sustainability. "Your voice matters! Be part of shaping the future of public service by submitting your comments on the Draft OSS Policy and Bill," Huduma Kenya stated in a public notice.
Submissions can be made at Huduma centres or via a form on the Huduma Kenya website before May 13.