The Institute of Customer Experience (ICX) has partnered with the Kenya School of Government (KSG) in a strategic effort aimed at improving service delivery standards across both public and private sectors.
Speaking during a joint Summit that brought together customer experience champions from diverse industries, ICX Chairman Joseph Choge, emphasized the importance of aligning employee experience with customer satisfaction.
“We are gathered with champions from both public and private sectors to speak about experience management for the people we serve. Employee experience directly influences customer experience. When employees are well supported, it translates into better service delivery,” said Choge.
He noted that the Summit serves as a platform for knowledge-sharing across sectors including banking, insurance, manufacturing, government, and technology, with a focus on enhancing service standards.
Choge highlighted the growing role of technology, particularly Artificial Intelligence (AI), in transforming customer engagement.
“Technology, especially in the advent of AI, is reshaping customer experience. We now have tools like chatbots that can provide instant solutions. However, we must strike a balance to ensure that technology does not replace the human touch,” he said.
The ICX Chairman further explained that the Institute was formed to bring together professionals focused on customer service and experience, moving beyond traditional service delivery to a more holistic, customer-centered approach.
“Today, it is not just about providing a service but about how the customer feels. A delighted customer is more likely to return and share positive feedback,” he added.
KSG Director General, Nura Mohammed, underscored the Institution’s role in building a competent and citizen-centered public service in line with the country’s development agenda.
“The Kenya School of Government is a flagship institution under Vision 2030, mandated to build the capacity of public servants so they are agile, responsive, efficient, and citizen-centered,” said Mohammed.
He revealed that KSG has developed several key strategies to enhance service delivery, including the establishment of a Customer Service Excellence Centre aimed at standardizing service delivery across government institutions.
“We have developed a curriculum that seeks to transform the culture of public service based in how officers interact with citizens, their attitude, and how services are delivered,” he said.
Mohammed also highlighted the roll-out of the “Under the Trees” programme, which seeks to bring government services closer to citizens through community engagement forums.
“This programme allows us to engage directly with citizens, especially youth and persons with disabilities, to build capacity, raise awareness about government services, and gather feedback,” he explained.
Additionally, KSG has established a Centre of Excellence for Artificial Intelligence and Digital Skilling to equip public servants with modern skills required for efficient service delivery.
“We are retooling and reskilling the public service to align with emerging technologies and ensure services are efficient and responsive,” Mohammed said.
He added that the institution is also investing in strategic foresight to prepare the public service for future demands.
“We are not just building competencies for today, but for tomorrow and beyond, ensuring that our service delivery matches the expectations of citizens,” he noted.
The collaboration between ICX and KSG is expected to strengthen cross-sector partnerships and drive the adoption of innovative, citizen-centered approaches to service delivery in Kenya.
By Chari Suche
