Kenyan users who seek services through the e-Citizen platform will continue to face various transaction challenges. Such include slow payment processing time, resulting in the customer’s delay in accessing services, while others stand in long queues.
On Thursday, the German ambassador to Kenya Sabastian Groth expressed his frustration over the slow payment process on the platform and delays when accessing the Watamu Marine Park. According to Groth, the park is enjoyable. However, getting the tickets from the e-Citizen platform is now “more difficult than seeing the big fish”.
Groth’s complaint was not ignored as the Cabinet Secretary for Tourism and Wildlife Rebecca Miano, has promised to rectify the issue soon.
Happy Mazingira Day Amb. I will take this up to ensure the difficulty is resolved. E-Citizen is supposed to be efficient and fast. Thanks for the feedback.
Rebecca Miano to Sabastian Groth on X.
The Kenya Wildlife Service (KWS) has also experienced and reported some technical problems since transferring all park and reserve payments to the e-Citizen platform. According to KWS, these problems lead to delays, especially when handling a large crowd like the weekends or holiday seasons. An example of such a situation was when foreign tourists and Kenyans were stranded at the entry point for over three hours.
We wish to inform the public that we are experiencing technical challenges with our payment systems. We are working with the e-Citizen team to resolve the issue as soon as possible.
KWS mentioned in a response.
Unfortunately, the payment processing delays didn’t occur only in parks; health and business service providers were also affected by the issue. As a result, patients were made to wait longer hours, while businesses struggled to access the required information for a smooth transaction.
Launched in 2014, the e-Citizen platform aided in streamlining access to government services. The platform enables payment for services such as the National ID application, driving license and VISA applications, passport renewal, and other related services.