Kara’s ‘Hatua’ platform to be integrated as part of Nairobi City County Government’s complaints management system

Kara team led by CEO Henry Ochieng held a meeting with Nairobi City County Executive Committee Member Inclusivity, Public Participation & Customer Service, Dr. Anastasia Nyalita, and the County Executive for Green Nairobi, Mr. Ibrahim Auma, on 10th January at City Hall, to discuss on effective ways of enhancing customer satisfaction and streamlining public complaints’ resolutions through technology.
Speaking at the meeting, Mr. Ochieng, stated that Kara in collaboration with Nairobi City County Government (Department of Water and Sanitation), developed a citizen engagement digital platform called Hatua that aimed at enhancing access to environmental justice by accelerating resolution of complaints raised by the public on waste management issues. The platform was reviewed and pre-tested by the County Department of Water and Sanitation and found to be of great value to the County service delivery agenda.
Green Nairobi CECM Mr. Ibrahim Nyangoya reiterated his commitment to ensure resolution of all complaints at City Hall within 72 hours, even as he urged Resident Associations to collaborate with the County officers in addressing the issue of illegal dumping.
Dr. Nyalita welcomed the Kara initiative, highlighting the Nairobi City County Government’s dedication to ensuring customer satisfaction through a multi-sectoral approach to handling complaints. She noted that the collaborative effort is expected to instill a culture of public participation, inclusivity, and customer-centric practices. She directed the County IT department to work with Kara’s technical team, to integrate Hatua with the County’s existing complaints management system, to allow seamless communication between Nairobi Residents and Nairobi City County Government.
The meeting was also attended by the Chief Officer for Customer Service Ms. Lydia Mathia and Chief Officer for Environment Mr. Hibrahim Otieno, along with directors from both sectors, who committed to join forces going forward to make this mission a reality.

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