Nairobi residents no longer face long waits and queues at City Hall after substantial reforms were implemented by Governor Sakaja Johnson to improve service delivery since he took office.
Rosemary Kariuki, Nairobi’s County Executive for Inclusivity, Public Participation, and Customer Service, highlighted the impact of the Unified Business Permit and the online availability of county services, significantly reducing the once-common 300-meter queues.
“The Governor introduced the Unified Business Permit, meaning Nairobians no longer need to move from one department to another seeking licenses, health approvals, and business permits. This caused much of the previous chaos and long lines. You can get your permit from the comfort of your home,” Kariuki explained.
A key part of this transformation has been the overhaul of City Hall Annex, which has been turned from neglect into a well-organized public service hub.
“City Hall Annex had been left in a state of neglect, with outdated facilities and a challenging working environment for staff. The renovations have considered the needs of persons with disabilities,” Kariuki added.
These efforts have yielded results, with the county reporting its highest-ever revenue collection since devolution—KSh 12.8 billion in the financial year ending 2024. According to Kariuki, digitizing revenue collection has streamlined the process, contributing to this success.
James Wanduru, who owns a car wash and liquor store in Utawala, noted that the unified business permit has saved him time and money in license applications.
“I no longer need to go to City Hall to get my licenses. I can apply and pay for them online from home, then print them out,” Wanduru said.