MPSYGA Public Service Delivery Innovation Strategy 2017

The Public Service Delivery Innovation Strategy is part of a broader effort to modernize public services in Kenya. It demonstrates the priority Government has placed on the role of innovation. The Strategy seeks to harness and mainstream public service delivery innovation across the public service to deliver effective, equitable and quality services for the achievement of sustainable development. I am convinced that this Strategy will re-engineer public services to enable greater efficiency and effectiveness, promote creativity and innovation in service delivery and foster a culture of excellence in the Public Service.

The scale and complexity of the process of continuously delivering quality public services to citizens makes it an ambitious and demanding enterprise. It requires the service provider to balance competing interests, make optimal use of scarce resources and design appropriate responses for the emerging needs and expectations of citizens. In harmony with global trends, the Government of Kenya intends to modernize public service delivery by harnessing the ideas and creativity of our public servants and other stakeholders in order to implement public services that delight clients.

The Government recognizes that service delivery innovation is essential to a productive, high-performing Public Service. The public sector is the largest service provider in Kenya. Any improvement in public service delivery transforms the daily experience of millions of Kenyan citizens, residents and visitors. Innovation is a creative process. However, it is clear that in order to mainstream Public Service delivery innovations and to standardize and replicate them across the public service for enhanced results and customer satisfaction, the process and products of innovation must be guided and harmonized by a coherent Strategy.