Customer Service, Parking and Environment have emerged as the most efficient departments in the Nairobi City County Government under Governor Johnson Sakaja’s administration, according to a new public opinion survey conducted by Darubini Research.
The study found that the County’s efforts to harmonise key public services through the Customer Service Department have significantly enhanced accessibility, efficiency and responsiveness in service delivery. The Customer Service, Parking and Environment departments each attained a 50 per cent approval rating, while the Inspectorate Department recorded 35 per cent.
Customer Service Department
According to the survey, the consolidation of essential county services under one roof has simplified service delivery, reduced bureaucratic delays and improved the overall customer experience for Nairobi residents. Respondents cited faster access to services and improved responsiveness by county officers as key indicators of the department’s performance.
Inspectorate Department
The research further revealed notable improvements within the Inspectorate Department, particularly in customer relations and public engagement.
Darubini Research Lead Researcher Anna Dunya noted that reports of harassment by inspectorate officers have significantly reduced compared to previous years.
“The Inspectorate Department has recorded fewer cases of harassment, while customer service within its offices has improved considerably,” said Dunya.
The findings suggest that ongoing reforms and enhanced oversight have contributed to better interactions between enforcement officers and members of the public.
Parking Department
The Parking Department received positive ratings due to improvements in parking management, revenue collection and compliance enforcement. The survey noted that the department remains one of the County’s leading revenue generators, contributing more than KSh1 billion annually to Nairobi’s revenue basket.
Residents acknowledged increased efficiency in parking services and enforcement mechanisms. However, respondents identified recurring technical challenges affecting the Nairobi Revenue System (NRS), which occasionally leads to system downtime and disruptions in daily revenue collection.
The study recommends urgent investment in system upgrades and digital infrastructure to enhance reliability and minimise service interruptions.
Environment Department
The Environment Department was also highly rated, with respondents attributing its performance to enhanced sanitation efforts and increased environmental response across the city.
According to the survey, the recruitment of more than 4,000 environmental workers under the Green Army initiative has significantly improved cleanliness in estates and public spaces. Residents reported noticeable improvements in waste management response and general sanitation standards across Nairobi.
Despite the positive ratings, respondents urged the County Government to increase investment in garbage collection services and waste management infrastructure to sustain the gains achieved and address growing urban waste challenges.
Overall Findings
The survey indicates that residents are increasingly recognising improvements in service delivery across key county departments, particularly in areas that directly affect daily life. Darubini Research noted that continued investment in technology, infrastructure and customer-centred service delivery will be critical in maintaining and improving public satisfaction levels in Nairobi City County.
