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Nairobi Governor Johnson Sakaja lately inaugurated the Buyer Service Centre on the Metropolis Corridor Annex, the place county providers are accessed.
Service supply
The inauguration of the centre got here after the constructing was renovated to enhance service supply.
Nonetheless, two weeks later, frequent system failures have led to delays in service supply, leading to lengthy queues exterior the centre.
Whereas entry to data has been efficiently achieved, the time wasted by prospects ready for these providers is a key problem for Governor Sakaja’s administration.
One of many shoppers who has been tenting on the centre for the previous three days is Margaret, who’s attempting to get her home charges cleared.
Nairobi Income System
Her downside began with the county’s income system- the Nairobi Income System (NRS), which did not mirror her cost particulars to the devolved unit accounts.
The system reveals that she has not paid charges for her two homes for the final two months, totalling Sh90,000, together with penalties.
“I got here right here the primary day and so they took me by means of the method however the system failed halfway, and I used to be requested to return the next day. It’s now my third day right here following up on this challenge,” Margaret mentioned.
Regardless of queuing for hours on the third day, Margaret has been informed to go and anticipate a phrase from the county, however her concern is the penalty that retains piling up due to the error within the system.
She has been carrying her 4 financial institution slips for the previous month, which clearly reveals that she has been depositing her dues.
Naomi Religion Nyambura is one other buyer who has been queuing for hours, forcing her to shut her store for the second day, simply to substantiate with the administration how a lot she ought to pay the county for her store.
“I solely wish to know the way a lot I’m alleged to pay, however that has saved me ready right here since 9am,” Nyambura mentioned.
She tried to entry the service by telephone, however the system was inaccessible, so she needed to are available in individual.
Her frustration was echoed by her colleague, who mentioned she was despatched again final week when the system failed and requested to come back again the subsequent day, solely to face the identical state of affairs.
The County admitted that there was an issue with the system, which they promised to enhance as they proceed to study from among the challenges which are rising.
Citizen engagement
The County’s Chief Officer for Public Participation, Citizen Engagement and Buyer Service, Ms Lydia Mathia, mentioned that they serve near 1,500 prospects a day, and that each time there’s a delay within the system, the queues develop into very lengthy.
She says that the chaotic state of affairs can be attributed to the last-minute rush to beat the waiver deadline, which was prolonged to January 31.
“If you find yourself giving such sort of providers, you’ll most likely have a backlog. However we aren’t overwhelmed, we will serve all of the people who find themselves coming right here besides that on some days, we have now a problem, both the system has crashed, our service suppliers have a problem inside or there are too many individuals inside the system at a time,” Ms Mathia mentioned.
The county official factors out that among the prospects seem with out full paperwork or particulars of their companies, and each time they’re requested to return and accumulate their particulars, they specific their frustrations.
The county authorities has inspired its prospects to embrace self-service by means of the net platform, which can scale back the numbers on the centre.
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