Public Service Cabinet Secretary Geoffrey Ruku has ordered all ministries departments and agencies to keep their communication channels open and active.
He said Kenyans deserve quick service and clear replies. Speaking in Kisumu on January 29 he warned that silent offices and dead emails hurt trust and delay services.
He directed that all contacts shown on government websites must work during official hours.
Staff assigned to answer phones and emails must respond on time. If an address does not work it should be removed.
Ruku said unused contacts mislead citizens who seek help.The Cabinet Secretary also spoke about time keeping in public offices.
He said officers should report early and stay ready to serve. When desks open late people waste hours and lose faith. He urged teams to respect the public and value their time.
Ruku praised the State Department for Immigration for good conduct.
He said staff in Mombasa Nakuru Nyeri and Embu were at work by eight in the morning.
He asked other offices to copy this culture of speed order and care.He told human resource managers to enforce discipline and duty.
Official emails listed by government offices must be watched and answered. Channels that stay silent should be removed.
He warned that poor response weakens accountability across the service.
Kenya has faced past failures linked to weak communication systems. In 2018 a toll free line for gender cases failed for weeks.
The service relied on one officer and lacked funds. Communities later suffered delays during floods in Tana River.The directive forms part of a wider push to fix public service delivery. The ministry wants offices that listen act and respond.
Ruku said efficiency builds trust and saves time for families and businesses. He expects every office to treat communication as a duty not a favor to the public.
During the Kisumu visit he inspected offices and spoke to staff. He said leadership means being present and reachable.
Citizens should not chase answers for weeks. Simple replies and working phones can change how people see government.
He promised follow up checks and firm action where rules fail. Offices that ignore the order may face discipline. The goal is faster services and respect for citizens. Ruku said open channels are the front door of public service.
He urged unity pride and care among teams serving the nation daily together always
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