NAIROBI, Kenya – Stung by the tribulations people in rural areas had to endure in accessing basic government services, Reuben Ogeda had to think outside the box.
Against this backdrop, Ogeda told Y News that he envisioned Huduma Mashinani. He joined Huduma Centre in June 2015, at a time when Wajir Huduma Centre was the only Huduma Centre in the entire North Eastern Region.
“It pained me to see how citizens would travel from Bute and Buna in Wajir North and Habaswein and Diif in Wajir South. Some even travelled from Mandera to seek services at the centre. It bothered me that so many were left behind by a system that seemed to prioritise urban centers,” explained Ogeda.
Ogeda’s first posting was in Wajir East District as the first District Officer in a border division called Khorof Harar, which was then a location of Wajir Bor Division.
“During the vetting exercise on IDs, as the chair of the vetting committee, I saw a big challenge as citizens had to travel all the way to go and be registered, yet the officers registering these people were only six,” he said.
How Reugen Ogeda succeeded in the Huduma pilot program
According to Ogeda, it was this challenge that inspired him to have a solution.
“I decided that the only solution was to mobilise my staff the way we used to mobilise vetting committees so that we can take services to the people. I wanted to create something that brought services closer to the people, making life easier and more efficient for everyone,” said Ogeda, who joined the government as a District Officer, currently known as Assistant County Commissioner, in 2010.
To make the pilot exercise succeed, Ogeda says that he made it to coincide with the customer service week of the Huduma Kenya program which was the pilot Customer Service Week within the public sector (October 2015).
“In my planning, I had Huduma mobile services (also known as Mashinani) as one of the activities where I chose Habaswein,” added Ogeda.
Uasin Gishu Deputy County Commissioner, Solomon Chepoton and Eldoret Huduma Centre Manager, Reuben Ogeda officially welcome people to the RBA-Huduma Mobile Clinic in the Home of Champions at the Eldoret Huduma Centre for the whole week, 6th -10th March. #PataHudumaZaGava
He discussed the proposal with the Wajir Governor Abdullahi Ahmed and the then County Commissioner Michael Ole Tialal and invited them to the opening and closing of the Customer Service Week, which they all attended.
“During the exercise, I bought enough data bundles and airtime for the staff, and they used Huduma Centre as a call centre for consultation and confirmation of details, especially on the application of IDs,” Ogeda recalled.
Adopting the ambitious Huduma Centres Wajir model
He narrated that the exercise was so successful that the following year (2016), on May 20, when former president Uhuru Kenyatta visited Wajir and officially launched the Wajir Huduma Centre, the Mashinani innovation came out so loud that the governor had to tell Uhuru how he was supporting the program.
“The then Cabinet Secretary for Public Service, Cecile Kariuki, advised Dennis Mutuku, then CEO of Huduma Kenya, to ensure all Huduma Centres adopt the Wajir model. The pronouncement marked the beginning of the mass rollout of the Huduma Mashinani Initiative across Huduma centres countrywide,” explained Ogeda.
TRANSFORMING PUBLIC SERVICE, ONE SMILE AT A TIME Today, I officially closed the 2nd Annual Huduma Centre Managers’ Conference at the Kenya School of Government, Mombasa. The theme, *”Service with a Smile,”* perfectly reflects our aspiration to ensure every citizen’s…
He explained that his overall goal was simple: to bridge the gap, promote equity, and ensure that every Kenyan, no matter where they lived, could feel the government was truly working for them.
Y News understands that Huduma Mashinani has been a trailblazer in ensuring that citizens in remote and underserved areas can access essential government services conveniently.
By bringing services closer to the people, it has eliminated the need for long and costly journeys to urban centers, thereby promoting inclusivity in public service delivery.
“The initiative has significantly improved both efficiency and effectiveness in service delivery. By reducing the cost and time associated with accessing government services, Huduma Mashinani has enhanced customer satisfaction,” Ogeda says.
How the Huduma Mashinani has supported Kenyans
He reiterated that citizens no longer need to travel long distances, saving on transport expenses and minimising time lost from work or other essential activities.
“This citizen-centric approach aligns with the government’s commitment to delivering seamless, efficient, and people-focused services,” said Ogeda, adding that Huduma Mashinani has fostered strong collaborations with non-governmental organisations, community groups, and private sector partners.
These partnerships, Ogeda says, have facilitated the provision of additional services at a lower cost while increasing community engagement.
Tunahakikisha upatikanaji wa dawa, vifaa vya matibabu, na wahudumu wa afya mashinani ili kila mtu apate huduma bora sawa. Kupitia Mamlaka ya Afya ya Kijamii, vifaa muhimu vitasambazwa ili kuboresha utoaji wa huduma na kuimarisha huduma za afya kwa wote – Waziri wa Afya, Dkt.…
For instance, in Uasin Gishu, Huduma Mashinani is regularly invited to be part of community functions organised by private partners.
This joint partnership approach not only enhances service delivery but also increases public awareness and engagement with government programs.
Since its inception, Huduma Mashinani has successfully served millions of citizens across the country.
Huduma Mashinani inspires marginalised Kenyans
Y News knows that by deploying mobile service units and organising outreach programs, the initiative has bridged the gap between government services and the people who need them most.
This has particularly benefitted marginalised communities, persons with disabilities, the elderly, and those in remote areas who previously faced challenges in accessing essential government services.
The Huduma Mashinani initiative has received global recognition for its innovative approach to public service delivery.
It has been acknowledged as a model for leveraging technology and community outreach to enhance public administration.
Meanwhile, as an award-winning innovator and centre manager, Ogeda’s advice to other public servants striving to make a positive impact is to always prioritise the needs of the people.
“Take time to listen to citizens, understand their challenges, and seek out practical solutions. Collaboration is key—working together with colleagues, local leaders, and the community often leads to the best outcomes. Be flexible and open to change, as public service is about adapting to new challenges and opportunities,” Ogeda explained, adding that there is also a need to leverage technology to improve service delivery.
