COUNTY DIRECTORS TRAINED ON CALL CENTER OPERATIONS AHEAD OF JULY LAUNCH

A two-day training program for County Directors in operations of the County call center concluded on Friday in preparation for the launch of the system in July 2025.

Chief Officer for Risk Management and Service Delivery Unit Dr. Phitalis Masakhwe who graced sessions, said that the transformative initiative is a positive step towards realization of Governor Fernandes Barasa’s good governance agenda. The call center, he mentioned, will streamline communication, optimize resource allocation and elevate service delivery standards.

Residents will receive direct access to government services while fostering civic engagement and shared responsibility; promoting open governance; through transparency and accountability. The system is designed to enable citizens lodge complaints and receive real-time responses from relevant departments, enhancing public participation in county affairs.

Mr. Dominic Kiprono, the Customer experience and Technology Lead from GoIP Ltd. facilitated the training, guiding directors through the system’s technical operations. A key focus was the escalation matrix, which ensures collaboration between call center agents and technical officers to resolve ticketed issues efficiently.

Similar systems are operational in Nandi, Makueni, and Baringo Counties.