Only 1,695 government services out of 11,000 migrated to eCitizen platform
The slow migration has raised concerns over continued challenges in controlling revenue losses, which have often been linked to cases where officials.
Only 1,695 services out of a target of 11,000 had been migrated to the eCitizen platform by March 31, 2026. (Photo: File/TechWeez)
Only 1,695 services out of a target of 11,000 had been migrated to the eCitizen platform by March 31, 2026, exposing the slow pace at which ministries, departments and agencies are implementing a directive issued to move government services online.
The Controller of Budget has raised concerns over the low uptake of the platform, saying the performance was below expectations despite an Executive Order issued in 2023 requiring all government services to be accessible through eCitizen.
“As of March 31, 2026, only 1,695 government services had been onboarded onto the e-Citizen platform against the annual target of 11,000 services,” Nyakang’o said.
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“This was a dismal performance, given the Executive Order issued in 2023 directing that all government services be made accessible through the e-Citizen portal, with a requirement for full compliance and strict timelines for transitioning from legacy systems to the centralised paybill 222222.”
The directive was part of government efforts to improve access to public services, reduce delays and address revenue leakages linked to manual processes.
The slow migration has raised concerns over continued challenges in controlling revenue losses, which have often been linked to cases where officials demand unofficial payments or avoid approved government payment systems.
The eCitizen platform allows citizens and residents to apply for, pay for and track government services through one account. The services available on the platform include business registration, immigration services, company searches, land queries, birth registration and passport applications.
The government has promoted the platform as a way of improving transparency in revenue collection, reducing corruption and allowing people to access services without visiting government offices.
President William Ruto has on several occasions praised eCitizen, saying it has removed barriers that previously affected access to thousands of government services.
However, users seeking services through the platform are required to pay a Sh50 convenience fee for every transaction, a charge that has attracted public concern, especially where the fee is considered close to the cost of some services.
The government is now seeking to revise the fee structure, with proposals that could see the Sh50 charge increased and linked to the value of each transaction.
The proposed changes are contained in the Public Finance Management (e-Citizen System Management) Regulations, 2026, which are currently open for public consideration.
The regulations are also aimed at addressing legal concerns raised after the High Court declared the Sh50 convenience fee illegal, ruling that it amounted to a double levy, was discriminatory and had been introduced without public participation.
The eCitizen platform is operated by a consortium of three companies. Pesaflow Limited provides technical support and onboarding services, Webmasters Kenya handles payment aggregation and revenue processing on behalf of the government, while Olivetree Limited manages communication services, including bulk SMS.
Although the government took full ownership of eCitizen in 2023, it continues to contract the three firms to maintain and operate the platform in exchange for a fee.