Kenya Suspends Online Passport Booking to Address Backlog and Improve Service Delivery
The Kenyan government has temporarily halted the online passport booking system to address a significant backlog of over 65,000 issued but uncollected passports. The decision, announced by the Immigration and Citizen Services Department, aims to streamline the collection process and enhance overall service delivery.
The backlog, which spans across regions including Nairobi, Mombasa, Kisumu, Eldoret, Embu, and Kisii, has been attributed to several factors. Chief among them is a shortage of equipment needed for timely passport printing, coupled with an overwhelming surge in demand. As a result, the department faced delays in issuing passports, prompting the government to upgrade its systems and adjust its service delivery model.
In a bid to ease the situation, the department has implemented measures to make the collection process more efficient. Applicants are now allowed to walk directly to service centers to pick up their passports, eliminating the need for online appointments and reducing wait times. Additionally, the department has introduced faster communication channels, including WhatsApp and other social media platforms, to facilitate quicker resolution of inquiries and issues.
The suspension of online bookings is also linked to the government’s broader strategy of supporting citizens seeking employment abroad. The Ministry of Labour, under Dr. Alfred N. Mutua, has been actively involved in ensuring that passports for job seekers are processed without unnecessary delays.
While the temporary halt on online bookings may inconvenience some new applicants, officials insist that the measure is essential for clearing the backlog and improving the efficiency of passport issuance. The government has emphasized its commitment to redeeming the time lost and enhancing productivity in the long term.
This move comes as part of ongoing efforts to modernize the country’s immigration systems, ensuring a more responsive and user-friendly experience for citizens.
By Delmartin Ouma
Post Author
