The Office of the Prime Cabinet Secretary (OPCS) has rolled out a new Service Delivery Charter, introducing strict timelines for how government services will be provided to the public. The charter, released on November 4, is part of ongoing reforms aimed at enhancing transparency, accountability, and efficiency within public institutions.
According to the charter, tender applications will now take a maximum of 90 days to process, while payments for goods and services will be settled within 30 days after all supporting documents are received. The move is expected to streamline procurement processes and minimize delays that have often frustrated suppliers.
In a bid to improve responsiveness, the OPCS has also committed to faster communication timelines. Phone calls will be answered within 30 seconds, and walk-in clients will be served within five minutes. Additionally, written requests and letters will be responded to within five working days, while public complaints will be addressed within 14 working days.
For services involving document verification, authentications will cost between Ksh250 and Ksh650 and be completed within three working days. The charter further states that cases involving Kenyans in distress abroad will be resolved within two weeks, underscoring the ministry’s focus on citizen welfare beyond borders.
The document also highlights a commitment to provide information on government laws and policies within five working days, ensuring the public has timely access to critical information.
This new charter comes just months after the Public Service Commission (PSC) launched its own Service Charter on August 30, outlining recruitment timelines 90 days for entry-level hiring and 75 days for promotional appointments.
Through these measures, the government aims to make its operations more transparent, efficient, and citizen-focused, marking a major step toward improved public service delivery in Kenya.
