Huduma Centres were established to make government services more accessible, efficient, and transparent for ordinary Kenyans. For many citizens, these centres serve as the primary point of contact when seeking essential documents such as birth certificates, national identity cards, business registrations, and other government services. The success of the Huduma Centre model depends heavily on public trust and confidence in the integrity of the services offered.

Birth certificates are among the most important documents a citizen can possess. They are required for school admissions, national ID applications, passport processing, employment opportunities, and access to various government services. Any delays, inefficiencies, or irregularities in the issuance of these documents can have serious consequences for applicants and their families.

When members of the public begin alleging that government services are being influenced by bribery, favoritism, or deliberate delays, it raises serious questions about accountability and service delivery. Such claims deserve investigation to ensure that citizens are receiving services fairly and without being subjected to unofficial demands.

Hello Cyprian,

Kindly hide my identity.

I would like to raise concerns about what I have personally witnessed at Huduma Centre Makadara along Jogoo Road, particularly in the birth certificate section.

Many citizens visit the centre hoping to collect their birth certificates or follow up on applications, only to spend the entire day waiting without receiving assistance.

I have personally seen people arrive as early as 8:00 a.m. and remain there until 6:00 p.m. without successfully collecting their documents.

The situation becomes even more frustrating in the afternoon.

From around 2:00 p.m., there are frequent claims that the system has gone down or that services cannot continue.

While technical issues can occur, many applicants have begun questioning why these alleged system failures seem to happen repeatedly and why some people appear to receive assistance while others continue waiting.

There is a growing perception among members of the public that corruption may be influencing service delivery in the birth certificate section.

Many applicants believe that those who are willing to part with extra money receive faster service, while ordinary citizens who follow the official process are left waiting for hours or asked to return another day.

As someone who has experienced these frustrations, I find it unfair that citizens seeking essential government documents should have to spend entire days at a public service centre without clear answers.

If systems are genuinely down, the public deserves honest communication.

If there are staff shortages, the public should be informed.

And if there are individuals soliciting bribes, the relevant authorities should investigate and take action.

The purpose of Huduma Centres was to eliminate the inefficiencies and frustrations that previously characterized access to government services.

Unfortunately, many people who visit the birth certificate section at Huduma Centre Makadara leave feeling discouraged, frustrated, and convinced that something is not right.

I am therefore appealing to the management of Huduma Kenya, the State Department for Immigration and Citizen Services, the Ethics and Anti-Corruption Commission, and other relevant authorities to investigate the concerns being raised by members of the public.

Citizens deserve efficient, transparent, and corruption-free services.

No Kenyan should be forced to spend an entire day chasing a birth certificate or feel pressured to pay unofficial fees in order to receive a service that is already provided for by law.

Concerned Applicant.