The Executive Office of the President, through the Chief of Staff and Head of Public Service Felix Koskei, has directed all Principal Secretaries, Accounting Officers, County Secretaries, and County Heads of the Public Service to immediately submit their Citizen Service Delivery Charters to the Commission on Administrative Justice (the Ombudsman).

The directive, outlined in a circular dated April 4, 2025, emphasizes the constitutional mandate to promote administrative justice in Kenya. The circular references Articles 10 and 232 of the Constitution, which set out national values and principles of governance to ensure public service is “responsive, prompt, effective, and transparent” and facilitates “access to accurate and timely information.”

The Commission on Administrative Justice is mandated to promote administrative justice, address maladministration, and oversee compliance with the Access to Information Act. The Citizen Service Delivery Charters are intended to outline the standards of service that citizens can expect from government entities.

The circular directs the immediate submission of these charters in both hard and soft copy (PDF format) to the Commission’s designated email address.

The directive is intended to ensure all public service entities are actively working to improve service delivery and are accountable to the public. The image included in the search results directs that appropriate action be taken.

This initiative aims to enhance transparency and accountability within the public sector. The submission of citizen charters aims to benefit the citizens of Kenya by ensuring they can hold government bodies accountable for the quality of services they provide.

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