The e-Citizen platform, designed to provide Kenyans with streamlined access to government services, is facing mounting scrutiny over persistent payment delays that have left users frustrated and inconvenienced.

Recently, German Ambassador to Kenya, Sebastian Groth, took to social media to air his grievances after struggling to secure a ticket for a visit to the picturesque Watamu Marine Park.

Groth tweeted: “I really like #Watamu Marine Park for a nice snorkelling tour. BUT: getting the ticket via eCitizen is more difficult than seeing the big fish."



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His words encapsulated the growing discontent among users who find themselves entangled in a web of slow processing times and lengthy queues.

The situation prompted a swift response from Cabinet Secretary for Tourism and Wildlife, Rebecca Miano, who pledged to address the ambassador's concerns.

In a tweet, she stated, “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.”



Her commitment to resolving the issue offers a glimmer of hope to frustrated users.

However, the challenges extend beyond Groth's experience.

The Kenya Wildlife Service (KWS) has acknowledged ongoing technical difficulties since the full implementation of e-Citizen for all park and reserve payments.

Users have reported being stranded for hours during peak periods, particularly on weekends and public holidays.

In a recent statement, KWS informed the public, “We wish to inform the public that we are currently experiencing technical challenges with our payment system. We are working with the e-Citizen team to resolve the issue as soon as possible.”

This disruption is not limited to recreational activities; it has broader implications for various sectors.

Healthcare services are affected, with patients enduring extended waiting times for treatment, and businesses are struggling to secure essential permits in a timely manner.

Since its launch in 2014, e-Citizen was intended to revolutionise access to government services, encompassing a wide range of functionalities, including applications for national IDs, passport renewals, and driving licence renewals.

Yet, as the frustrations of users grow, the effectiveness of the platform is being called into question.

As Kenyans navigate these obstacles, the urgency for a reliable solution intensifies.

The government is under pressure to ensure that e-Citizen fulfils its promise of efficiency, restoring confidence in a system that is meant to simplify the lives of its users.

The clock is ticking, and many are eagerly awaiting tangible improvements to this vital service.