The National Taxpayers Association in partnership with the Western Provincial Commissioner has established a Call Centre at the NTA Western Region offices to improve the quality, efficiency and effectiveness of government services and the management of devolved funds for all citizens living in Western Kenya.

Citizens can now call 0722-577571 or send SMS to 0700-656653 at normal mobile telephone rates to lodge a complaint about poor quality government services, get information about government services, compliment government service providers and managers of devolved funds, provide information about the mismanagement of devolved funds like Constituency Development Fund (CDF), Bursary fund, Local Authority Transfer Fund (LATF)etc.

The call centre has been established by the National Taxpayers Association in partnership with the Western Provincial Commissioner to improve the quality, efficiency and effectiveness of government services and the management of devolved funds for all citizens living in Western Kenya.

The call centre is located at the NTA Western Region offices at Kakamoni Plaza in Kakamega town. It was officially launched on Friday 4th June, 2010 by the Western Provincial Commissioner represented by Mr. Peter Okwanyo, the upper Western Regional Provincial Commissioner. It operates 12 hours a day, Monday to Saturday, manned by two qualified call centre operators.

Speaking during the launch the Provincial Commissioner lauded NTA for the project and said he saw the call centre and information hotline, which is a first such service in Kenya, as an innovative way to provide information to citizens using new technologies. Information Hotlines have been widely used internationally, and they have proven to be a very effective way to connect citizens with their local and national government service providers. Through the initiative the government is demonstrating commitment to a new way of working with citizens by taking necessary steps towards greater openness and responding to citizen needs.
The existing complaints mechanism about government services and devolved funds, such as writing and sending formal letters by citizens is cumbersome and not citizen-friendly. Towards resolving these challenges the call centre with information hotlines is expected to benefit all citizens residing in Western Kenya.

The technological revolution in the form of mobile phones has made it easier for citizens to communicate. The call centre takes advantage of this and encourages exploitation of mobile phone technology to enhance communication between citizens and citizens, and citizens and government. The overall objective is to bridge the communication gap between citizens and government service providers to enhance the demand for greater accountability and the efficient and effective use of government resources.

The call centre is equipped with computer databases to provide information to citizens about government services and devolved funds, and also enable them efficiently channel their complaints or compliments to the relevant government officials. The Provincial Commissioner provided contacts of key departmental heads in charge of health, water, education, agriculture, security, women and child services among others. Citizens call or send text messages to the call centre, the information is classified according to the relevant department and the information transmitted to the relevant departmental head for follow up. The departmental head then reverts to the call centre with information or solutions for onward transmission back to the citizens via text messages or calls.

The demand for greater transparency and accountability is needed now more than ever before to encourage all stakeholders tirelessly work to realize the shared agenda of efficient and effective use of government resources. The project will be replicated in all regions in the country to empower all citizens.