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City Hall promises to usher in new era of customer experience

County seeks to eradicate the pervasive 'Kanjo' mentality, replacing it with a fresh perspective grounded in impactful customer service

Nairobi City County Government is formulating strategies aimed at transforming the business landscape, ushering in a new era of personalized interactions.

On Thursday, a significant meeting transpired between the Chief Executive Committee Member (CECM) for Inclusivity, Public Participation, and Customer Service Dr. Anastasia Nyalita, the Chief Officer overseeing Customer Service Lydia Mathia, as well as the Director for Customer Service Directorate Lydia Gatheru.

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“The primary goal is to cultivate a comprehensive strategy and performance management system, with the intent of reshaping the County’s service landscape,” a statement from the Directorate said

The principal aim of the latest initiative, according to the Directorate of Customer Service, is to eradicate the pervasive ‘Kanjo’ mentality, replacing it with a fresh perspective grounded in impactful customer service.

“Dr. Nyalita, Mathia, and Gatheru envision a transformation that not only addresses immediate concerns but also lays the groundwork for a sustained and positive relationship between the County and its residents,” read part of the statement

Their collaborative effort is expected to instill a culture of public participation, inclusivity, and customer-centric practices.

The place of county partners such as Outdoors Africa, also shaped the agenda of the meeting, with the three discussing how the company can help revolutionize the approach to Customer Service in Nairobi.

By engaging with Outdoors Africa, the County says it aspires to pioneer a customer service paradigm that not only meets but exceeds the expectations of its citizens.

“The outcome of this meeting signals a commitment to the welfare of the people of Nairobi, emphasizing transparency, efficiency, and a departure from outdated practices, ultimately fostering a more harmonious and constructive relationship between the County and its constituents,” said Chief Officer Lydia Mathia

The Chief Officer assured city residents that the journey towards a revitalized customer service experience for Nairobi has begun.

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