Kenyans are increasingly visiting Huduma Centres in person, with a total of 14.12 million people seeking government services in the year ending June 2025.
This marks a clear rise from 13.5 million the previous year and shows that despite growing digital platforms, many citizens still prefer completing transactions face-to-face.
Treasury records indicate that Huduma Kenya Service (HKS) platforms served 14,121,167 customers during 2024/2025. The period also saw seven new Huduma Centres, funded through the National Government Constituencies Development Fund (NGCDF), become operational, expanding physical access to government services.
Research by the University of Nairobi in 2021 and follow-up studies in 2024 show that physical visits remain high because digital services have not yet fully reached all citizens. Factors such as poor internet coverage, low digital literacy, and frequent system breakdowns limit online participation.
Additionally, the complexity of online platforms or concerns about completing sensitive transactions electronically make Huduma Centres a more dependable option for many.
Data from the Communications Authority of Kenya and the Kenya National Bureau of Statistics indicate that only about 35 percent of Kenyans regularly use the internet, while roughly 11.6 percent have access to computers.
Internet use is much higher in cities like Nairobi compared to remote counties such as Turkana, West Pokot, and Marsabit.
Huduma Centres provide critical services, including national ID registration, passport applications, birth and death certificates, driving licences, business registration, NHIF and NSSF enrolment, tax support, police clearance certificates, and access to social protection programmes.
On the issue of passport collection, Immigration and Citizen Services Principal Secretary Belio Kipsang stated, “In 2024, the State Department for Immigration issued 621,805 passports, but as of June 9, 2025, 57,334 passports remained uncollected despite applicants being notified by text message.”
While online platforms continue to develop, the growing number of in-person visits underscores the importance of Huduma Centres as vital points for essential services, especially for citizens who face barriers to accessing digital systems.
