by John Kariuki
Under the exemplary leadership of Director Evelyn Cheluget, the Directorate of Immigration Services has embarked on a sweeping reform agenda that is revolutionizing Kenya’s passport issuance process. Long beset by inefficiencies—from prolonged processing times and aging passport printing machinery to systemic downtimes and congestion at application centers—the institution now stands as a beacon of modernized public service and transparency.
Director Cheluget’s incisive strategies have reengineered every facet of the passport issuance framework. The modernization drive has seen the procurement of cutting-edge passport printing machines and the establishment of new application centers, including the conversion of the Southern Wing of Nyayo House into a dedicated passport delivery hub. These infrastructural upgrades have not only accelerated processing times but have also alleviated the congestion that once plagued the system.
In tandem with these physical improvements, digital innovations have played a pivotal role in the transformation. The integration of advanced data analytics and digital platforms has streamlined operational workflows, while the introduction of an innovative SMS short-code system (22222) allows applicants to track their passport status in real time, thus enhancing overall customer experience.
Recognizing the need for broader accessibility, the Directorate has also decentralized services to include regions such as Kericho, Bungoma, and Garissa. This strategic decentralization has significantly expanded access, reducing the burden on central application centers and ensuring that efficient service reaches citizens across diverse locales.
A robust expansion and targeted training of the workforce have further bolstered the department’s capacity to meet increasing demand, eradicating the personnel shortages that previously hampered service delivery. Comprehensive survey data underscores these efforts, revealing a marked surge in public confidence and a rejuvenated reputation for integrity and accountability.
Director Cheluget’s visionary leadership has not only remedied longstanding operational challenges but has also set a new benchmark for excellence in public administration. Her transformative policies and unwavering commitment to innovation and customer-centric reforms have redefined the narrative of Kenya’s passport issuance process—her legacy now serving as an inspiring exemplar for public sector reform across the nation.
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