In 2021, President William Ruto mandated that all Kenyan government agencies onboard their payment systems onto the eCitizen platform using a unified PayBill number. This move aimed to enhance transparency, reduce corruption, and centralize revenue collection. The directive leveraged Kenya’s already significant digital infrastructure, including the widespread use of mobile money, to improve public service delivery. The eCitizen platform, launched in 2014, integrates over 270 services into a digital framework that eliminates inefficiencies like pilferage and bureaucratic delays. The transition has delivered measurable gains, with non-tax revenue increasing by KES 8.6 billion in a year and monthly collections crossing KES 2 billion. Users have benefited from the convenience of making payments remotely, and government agencies have experienced fewer operational inefficiencies. However, some agencies have resisted compliance, preferring independent systems, and systemic challenges during periods of high demand have occasionally hindered user satisfaction.

Despite its promise, the directive has drawn criticism, primarily for its neglect of Kenya’s digital divide. Rural and economically disadvantaged communities often lack the infrastructure, smartphones, or digital literacy required to access eCitizen services, leaving many excluded from essential government functions. Instances of systemic failure, where users were unable to complete critical transactions, have heightened public frustration and raised questions about the platform’s reliability. Additionally, centralizing payments has exposed bottlenecks, particularly during periods of peak activity such as school fee payments. Critics argue that these issues could have been mitigated with better infrastructure, comprehensive user training programs, and broader stakeholder engagement during implementation. Resistance from certain government agencies further complicates the directive’s full realization, as they remain reluctant to cede control of previously independent revenue streams.

President Ruto’s directive is emblematic of Kenya’s ambition to lead in digital governance, showcasing the potential of mobile money and centralized systems in modernizing public service delivery. The integration of mobile payments has bolstered compliance and convenience, demonstrating that digital solutions can drive economic efficiency and transparency. However, the government must address systemic challenges to ensure inclusivity, robustness, and trust in the platform. By investing in infrastructure, reducing the digital literacy gap, and fostering collaborative implementation with all stakeholders, the eCitizen platform could evolve into a model of equitable and efficient governance. Without these measures, the risk remains that the digital transformation will exacerbate inequalities rather than mitigate them, leaving Kenya’s most vulnerable populations behind.

References:

MSN William Ruto orders KPLC, other state agencies to shift to single eCitizen pay bill

Business Daily State eyes more income with Sh689m e-Citizen allocation

The Star State directs national school parents to pay fees via e-citizen

Nation Ruto’s directive on single pay point for all govt services challenged

Business Daily Single paybill lifts non-tax collection by Sh8.6bn

Business Daily Monthly e-Citizen revenue crosses Sh2bn mark under single paybill

Business Daily State collects Sh127bn via e-Citizen

The Standard State services to be paid via single paybill

Nation Broken system: The e-Citizen nightmare

An Assessment of the Impact of Mobile Payments on theAdoption of e-Government Services in Kenya: A Case Study of eCitizen. Author: Nicolas Wasunna