Client experience
To enhance client experiences, the department has in place an innovative communication section that manages client queries in a timely manner. One of the innovations that have led to massive reduction in the previously existing passport issuance backlog was a countrywide Rapid Result Initiative (RRI) that yielded an issuance of …… passports.
Another such innovation is the 222 222 USSD self-tracking and feedback mechanism through which clients get real-time updates on their applications by sending an SMS with their eCitizen application reference numbers.
In line with the presidential directive to facilitate travel for Kenyans pursuing job opportunities outside Kenya, the Directorate has a dedicated Migrant Labour counters to fast-track passport applications.
Notification process: