The Ministry of Public Service is proposing to transform Huduma Kenya from a government program into an independent statutory authority, aiming to significantly enhance public service delivery.

• The draft One-Stop Shop (OSS) policy seeks to establish a permanent Huduma Kenya agency with a strong legal foundation.
• Key features include introducing a customer service excellence standard for all public institutions and prioritizing end-to-end digitisation of government systems.
• The proposal also aims to expand Huduma services to all sub-county levels and improve accessibility for Persons with Disabilities (PWDs).