Koskei, Omollo urge regulators to put citizens first amid rapid national transformation

Head of Public Service Felix Koskei and Internal Security Principal Secretary Raymond Omollo have called on regulatory agencies to prioritise citizen satisfaction and improve service delivery as Kenya undergoes rapid infrastructure and urban transformation.

The two urged regulators to ensure that public services keep pace with the country’s fast-changing development landscape.

Omollo stressed the need for regulators to assess whether citizens are satisfied with the services they receive, noting that public expectations are rising alongside national development.

“There is an issue around public awareness, how the public perceives us, and there is also the issue around public satisfaction,” Omollo said.

They were speaking on Thursday during the annual Regulatory Authorities and Agencies (RAA) conference happening in Kitui County,

“Are the citizens satisfied with the services that we give them or that is expected of us? Because they are our bosses and we must go out of our way to make sure that they are happy,” he added.

He noted that Kenya is undergoing major transformation through infrastructure expansion and housing development, warning that these changes will come with new demands that regulators must be prepared to handle.

“The reality is that this country is changing in monumental ways… this transformation is going to come with a lot of challenges that will require that as regulators we are on top of our game,” he said.

Omollo also raised concerns about future service capacity, including access to electricity, water and sewer systems, urging regulators to plan proactively.

“Will we have enough power to light our homes? Will we have enough water that serves those homes? Will we have enough sewer connections?” he posed.

Koskei, who is presiding over the conference,  called on regulators to shift from procedural compliance to measurable outcomes that directly improve citizens’ lives.

He stressed the need for stronger inter-agency coordination, timely execution of mandates and evidence-based decision-making to enhance service delivery.

Koskei further urged regulatory bodies to focus on practical regulation that protects public interest, supports economic activity and builds a predictable environment for citizens and businesses.

PS Omollo further called for stronger learning from past approvals and regulatory decisions to ensure future developments meet safety and planning standards.

“How do we take lessons so that the houses or constructions that we approve as regulators do not suffer the same fate?” he asked.

The second day of the conference focused on strengthening regulatory effectiveness, accountability and citizen-centred service delivery, with emphasis on faster, fairer and more responsive public services.

The conference continues to serve as a platform for regulators to exchange experiences, strengthen collaboration and reinforce accountability as government pushes for more efficient and citizen-centred public service delivery.