The Kenya School of Government (KSG) is finalizing plans to roll out a new specialized curriculum aimed at transforming service delivery across the public sector.
KSG Director General Nura Mohammed said the programme seeks to overhaul entrenched attitudes and instill a culture of professionalism, efficiency and customer-centered service within government offices.
“We have developed a curriculum which we will soon roll out, designed to change the culture of the public service in all aspects, attitude, behaviour, and service delivery, how officers interact with customers, and how they partner with the private sector for better services,” he said.
According to Mohammed, the initiative is part of broader reforms meant to close gaps in accountability, strengthen public trust and ensure citizens receive timely and effective government services.
Mohammed made the remarks during the seventh Africa Conference on Experience Management for Business Growth and Public Sector in Diani, Kwale County.
The forum was organized by the Institute of Customer Experience Kenya (ICX) in partnership with the national government.
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The KSG Director General further revealed that the institution has established a Customer Service Excellence Centre to standardize service delivery across the public sector.
He said the center will serve as a benchmark for quality, efficiency and responsiveness in government operations, ensuring a more citizen-centered approach.
“We have established a centre of excellence to ensure service delivery across sectors is standardized, efficient, agile and citizen-centered,” he said.
Mohammed added that the institution has also developed another Centre of Excellence known as Strategic Foresight and Public Service of the Future, which will offer a competitive curriculum designed to modernize future service delivery and meet the evolving expectations of citizens.
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He said that the KSG has further established a Centre of Excellence for Artificial Intelligence and Digital Skilling in the public sector.
Mohammed noted that the move is part of a broader strategy to retool and reskill public servants, equipping them with emerging digital competencies to enhance efficiency and effective service delivery.
The Director General added that the initiative will also prepare public officers to adapt to rapidly evolving technologies, ensuring the public service remains relevant, innovative and responsive to citizens’ needs.
Mohammed emphasized that embracing digital transformation is no longer optional, warning that institutions that fail to adapt risk being left behind in an increasingly technology-driven world.
By Shaban Omar
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