Nairobi County is set to be the first to implement The Glass House PR Report to improve service delivery, citizen engagement, and customer service.
Announcing this milestone, Chief Officer for Public Participation, Citizen Engagement, and Customer Service Zipporah Njeri Mwangi emphasized the county’s commitment to devolving customer service initiatives into wards and sub-counties.
“We’ll be the first consumers of a PR report, so that we are able to tell our story and ensure everyone understands the services Nairobi County offers,” she said. Current service centers in CBD Annex, Dandora, and Makadara will serve as pilot locations, with plans to expand to other areas.
The report, launched by Pan-African public relations firm Glass House PR, aggregates insights from over 28 PR agencies across 15 African countries, alongside perspectives from industry leaders and the public. Key findings reveal that 40% of PR agencies in Africa use AI, while 63% do not, highlighting a significant gap in technological adoption across the continent.
Digital-first campaigns were identified as increasingly effective, with storytelling emerging as a critical tool. Corporate reputation management (10.00% growth) and marketing communications (9.17% growth) trail behind digital strategies, which lead as the fastest-growing PR sector in Africa at 10.83%.
Njoki underscored the urgency of collaboration during and further linked effective PR to broader societal goals, urging stakeholders to support initiatives in civic education, democratic processes, and service delivery.
“The PR industry in Africa is at a pivotal moment, with digital disruption, demographic shifts, and increasing demand for strategic communication reshaping how we engage audiences. This report is a roadmap for PR professionals, businesses, and policymakers to navigate these changes and harness storytelling for impactful communication.” She said.
Echoing this, Mwangi issued a call to action for strategic PR practices across board. “The Africa story is being written, and this report provides a structure to ensure it is one of progress, inclusivity, and unity.”
She urged stakeholders to “think globally” and leverage the report’s insights to improve governance, amplify citizen involvement in policymaking, and elevate customer experiences. “Our citizens must be at the center of every communication strategy respected and empowered,” she added.
With Nairobi County leading the way as the first consumer of the report, the findings and recommendations are expected to set a precedent for other regions in Africa, driving progress and inclusivity across the continent.
