Kisumu County Governor Prof. Anyang Nyong’o has announced that his administration will
intergrate Intelligence Customer Experience (ICX) technologies to offer efficient, responsive, personalized, and easy-to-access services to the public.
Nyong’o said that this kind of technology will revolutionize county governance for a more intelligent and citizen-centric approach.
Through adapting and innovating, he reiterated that the county residents will be better placed to actively participate in the governance process, and not just become service recipients.
“I am committed to ensuring that we will soon be the first county to deploy such technologies in our government operations. Today, residents expect the county services to be at par with those in the private sector: one that is intuitive, seamless, and driven by data,” Nyong’o stated at the 6th Africa’s Annual Customer Experience Conference held in Kisumu City yesterday.
According to the county boss, Intelligent CX refers to the integration of advanced technologies such as artificial intelligence (AI), big data analytics, blockchain technology, and machine learning into customer service operations, besides other innovative solutions.
“In the context of public services, this means utilizing these technologies to better understand and predict the needs of citizens. It embeds data-driven decision-making into our processes, enabling us not only to respond to inquiries but also to foresee challenges and proactively address them.”
ICX Strategic Plan
The main highlight of the occasion was the official unveiling of the ICX-Kenya 3-Year Strategy.
John Choge, ICX-K Chairman, reiterated the value of elevating customer experience into boardrooms and national priorities.
“Our ICX-K strategy is mainly focused on growth, as improving customer experience starts with strengthening the systems that support it. By growing our revenue to 40 million, expanding our membership to 10,000, and increasing retention by 75 percent, we aim to build the requisite capacity to deliver better and more responsive CX services,” Choge said.
He added that they are ready to work closely with county governments to ensure CX and its technologies are easily accessible and effective.
Disability-Inclusive web portal
In his speech titled “Intelligent Customer Experience in Public Service: Transforming County Governance for Citizen-Centric Service,” Nyong’o remarked that they have enhanced inclusivity and participation of Persons with Disabilities (PWDs).
This, he elaborated, is evident in Kisumu County’s development of a simple and easily accessible Disability-Inclusive web portal.
“We are proud to have been the first county in Kenya to have domesticated the Convention on the Rights of Persons with Disabilities through the enactment of the Kisumu Disability Act.”
Implementation Strategies
To begin ICX transformation, Nyong’o advises on the need to uphold vital strategies like: investing in technologies that accurately collect and analyze citizen data; creating easily accessible digital interfaces, and use of multiple media channels.
Notably, citizen participation in the decision-making processes is essential, as is creating a culture of responsiveness for relevant and effective public services. The event was graced by over 100 industry leaders, policymakers, and Customer Experience (CX) professionals.
Tracey Anyango, a PWD and resident of Kisumu, expressed her optimism about the proposed adoption of Intelligent CX.
“We encourage the Nyong’o-led administration to hasten the process. With this technology, we can also give our views on matters that affect us and have ease of access to key information and public services,” Tracey said.
“Together, let us commit to building a future where every citizen feels valued, heard, and served with excellence. It is our shared responsibility to foster transparency, engagement, and innovation in our county governance,” Nyong’o concluded.
