Digitization and Automation of Government Services

The Kenya Kwanza government promised to enhance government service delivery through digitization and automation of all government critical processes, and make available 80 per cent of government services online.

• The number of digitised government services has increased from 350 in 2022 to over 23,000 in February 2026.
•  A fully automated external debt payment platform was scheduled to go live on February 2, 2026, replacing manual paper-based processes within the National Treasury.
• The State Department for Economic Planning is also implementing its Digitisation and Automation Strategy (2023–2026) to ensure all internal critical processes are fully automated by the end of the 2026 financial year.
• While the government has made significant strides towards the digitization of services, the e-citizen platform, through which most government services are accessed, has been the subject of scrutiny and scandal with the Auditor General flagging transparency and accountability gaps which may have led to the loss of at least KES. 10 Billion. In addition, Webmasters Kenya Ltd, the company behind the e-citizen platform, and its CEO were recently debarred from conducting business with the World Bank. Further, the e-citizen platform suffers outages, leading to a disruption of services.

• Kenya’s goal to digitize 80% of of government services through its digital masterplan faces challenges such as lack of coordinated implementation across ministries, system integration issues, resistance from county governments, resource and capacity limitations, and governance and security risks.