Nairobi, 16th June, 2026
Mr. Varun Basu, Vice-President of Growth & Partnerships at eGov Global, a non-profit organization appointed by the World Bank to spearhead the development of the Customer Service Complaints Toolkit, paid a courtesy call to the County Executive Committee Member (CECM) for Inclusivity, Public Participation, Citizen Engagement and Customer Service, Hon. Rosemary Kariuki.
The engagement provided an important platform for deliberations on strategic interventions aimed at strengthening the Customer Service sector through enhanced resource mobilization, improved complaint handling mechanisms, and institutional capacity building. Discussions centered on sustainable approaches that would improve efficiency, responsiveness, and citizen satisfaction in service delivery.
Speaking during the meeting, CECM Rosemary Kariuki lauded the initiative, terming it a timely and progressive intervention towards transforming customer service standards within the County.
“This partnership presents an invaluable opportunity to strengthen our customer service systems and empower our staff with the necessary skills and tools to deliver responsive, efficient, and citizen-centered services. We highly appreciate the World Bank and eGov Global for this commendable support,” said the CECM.
The meeting was witnessed by Director of Customer Service, Lydia Gatheru, and Director of Culture, Dr. Catherine Gichuba, who both reaffirmed their commitment to supporting initiatives that enhance service excellence.
In conclusion, it was resolved that structured staff trainings would soon be initiated to enhance capacity building, equip officers with modern customer service competencies, and ultimately improve service delivery across the County.
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