• Service: Advisory
  • Type: KPMG information
  • Date: 12/18/2013

Call centre registers public complaints on government service delivery  

In Kenya, the National Taxpayers Association (NTA) set up an innovative call centre that provides citizens with the opportunity to communicate with public service providers as well as report on service delivery and management of public resources. The Call Centre is recording approximately 211 calls per month, and citizens’ complaints range from stalled projects, discrimination in the award of bursaries and unpaid dues, mismanagement of Constituency Development Funds (CDF) funds and bias in the awarding of the CDF bursary fund, education, and land issues. Out of 211 calls, on average 24 complaints are resolved per month as a result of the call centre following up with local constituency managers, lands offices, Local Authority offices among other departmental heads to resolve the cases.
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Key elements of context
  • High levels of access to mobile phones even in rural areas.
  • Performance contracting requiring government to partner with civil society.
  • Cumbersome formal complaint mechanisms and lack of commitments by Government officials to address citizens' complaints.
  • Decentralisation of service delivery in theory but actual control remains with central government agencies

Theory of change

In Kenya, opportunities for citizens to communicate with service providers and present their grievances and complaints are rare and, where systems or protocols do exist, they are often cumbersome and inaccessible. Similarly, the redress mechanisms in place to ensure that complaints are acted on by service providers are often weak. The NTA theory of change recognises the need to address this missing link between citizens and government service providers and speculates that by tapping into Kenya’s technological revolution ‐ which has led to high levels of mobile penetration and relatively affordable call and text costs – you could provide citizens with the opportunity to use their mobile phone to present complaints, and in turn create an effective communication and redress mechanism between citizens and service providers. NTA believed that the call centre would make it easier for citizens to channel their complaints to the relevant Government departments and demand greater accountability and the efficient and effective use of government resources.