The e-Citizen platform has rapidly grown into the central gateway for Kenyans seeking a wide range of government services, including passports, driving licences and tax payments.
With over 22,000 services onboarded and billions of shillings flowing through the system, it is one of the busiest digital platforms in the country. Yet questions around data security, accountability, convenience fees, and the role of private vendors abound.
The Business Daily talked to Immigration and Citizen Services Principal Secretary Belio Kipsang on the platform’s growth, transparency concerns, and what the future holds for digital service delivery.
The e-Citizen has evolved to become the backbone of public service delivery. What safeguards are in place to protect citizen data and guarantee service continuity in case of system failure or cyberattack?
The government has invested heavily in data security and continuity frameworks.
All e-Citizen data is hosted locally to guarantee sovereignty and compliance with national laws. We are also establishing a disaster recovery site and a secondary backup system within this financial year to ensure uninterrupted service.
Business continuity is critical, so we are working with providers who meet global standards on data protection. Additionally, AI-driven monitoring tools and a national call centre are being rolled out to ensure real-time response.
How many services are currently available on the platform?
As of now, over 22,000 services are onboarded onto e-Citizen, far surpassing the presidential target of 5,000. On average, half a million Kenyans interact with the platform daily, making it one of the busiest digital systems in the country.
About 14 million citizens are registered users, with services ranging from passport applications and driving licenses to tax filings and tourism payments. The platform operates 24/7, enabling Kenyans, including those in the diaspora, to transact anytime.
Beyond convenience, the system has introduced transparency, allowing real-time tracking of applications, reduced queues, and enhanced planning across ministries and agencies.
How much revenue is the government collecting through e-Citizen today?
Collections have grown exponentially since the government took full control of the system. Initially, monthly revenues averaged about Sh60 million. Today, we are collecting nearly Sh1 billion daily.
To date, over Sh550 billion has been processed through the platform, Sh500 billion in just the last three years. The platform’s transparency has also boosted compliance, since payments are centralised and visible.
The Auditor-General in her latest report flagged Sh44.8 billion in e-Citizen collections as unaccounted for. How can Kenyans be sure of the safety of billions collected via the platform?
We respect the Auditor General’s oversight role and have provided all supporting documentation requested. The flagged figures arose mainly from documentation delays during the audit period, which have since been reconciled.
No government resource has been lost.
Collections are routed through a central KCB account before settlement at the Central Bank, ensuring full visibility. All the funds collected through the eCitizen platform are settled to the respective MDAs. If money had been lost the MDAs would be the first to raise concerns.
Treasury is finalising a real-time reconciliation engine to further strengthen oversight and disbursement. I personally monitor transactions live from a dashboard.
During the year ended June 2023, the Auditor General pointed out that the government has limited control of the system and that it relies on private vendors for critical functions. Who really controls the system today?
The government fully owns the e-Citizen engine after resolving earlier disputes with the initial developers. What remains outsourced is specialised system maintenance, much like servicing a vehicle.
The private vendors (Webmasters, Pesaflow and Olive Tree), consolidated under ECS (Electronic Services Solutions LLC), were procured in accordance with provisions of Public Procurement and Disposal Act to provide technical support.
All collections, reconciliations, and disbursements are strictly under Treasury’s control. Ministries such as ICT, Interior, and Treasury jointly oversee the system.
During the subsequent report for the year ended June 2024, the Auditor noted that e-Citizen handled more than 11 million transactions, generating Sh591.9 million from the Sh50 convenience fee. Why should citizens pay extra to access services they already fund through taxes?
The convenience fee is not new—it was introduced in 2013 as recommended by the World Bank and IFC to fund system maintenance. Initially a flat Sh50, it has since been prorated, with some services now charged as little as Sh10.
The funds go to Treasury and are used to pay service providers who keep the system running 24/7. Think of it as paying for the infrastructure that allows you to transact from anywhere, anytime, without travel or long queues. Without it, the government would incur unsustainable costs in maintaining such a vast digital service ecosystem.
Governors have opposed routing county revenues through e-Citizen. How is the national government addressing this pushback?
We are engaging county governments through dialogue and cooperation rather than compulsion. The value proposition for counties is clear: e-Citizen enhances revenue collection, ensures transparency, and provides real-time visibility of funds.
Many counties have already come onboard, while others are in advanced discussions. We understand some have developed their own automation systems, and we are working to integrate rather than duplicate.
Our belief is that no prudent governor will reject a tested platform that improves efficiency, boosts accountability, and secures more revenue for local development.
There are plans to introduce premium rates for expedited services. Why should basic government services come at two speeds—regular and premium?
The idea behind premium services is to cater for exceptional cases where citizens need expedited processing, such as urgent passports or certificates. Similar to visa systems abroad, premium services would require extra effort and resources, justifying an additional cost.
We are currently finalising public consultations to ensure fairness and avoid perceptions of discrimination. The rollout is expected by the end of this year, subject to meeting legal and operational thresholds.
Importantly, standard services remain available to all Kenyans at regular rates—the premium option is simply an additional choice for those who opt for faster turnaround.
The current e-Citizen contract expires next year. What changes should Kenyans expect in the new framework?
The current contract with ECS, which consolidated the original vendors, runs until April 2026. When it lapses, the government will open a fresh competitive procurement process. This time, the scope will be broader to include emerging needs such as call center support, disaster recovery, and wider payment gateways.
We aim to expand vendor participation to bring in more expertise and enhance system resilience. The guiding principle will be value for money, efficiency, and security.
With eCitizen, we have proven that government services can be delivered efficiently, transparently and fairly, truly giving Kenyans Service Bila Stress na Gava Mkononi.
