Case Study: Huduma Kenya achieves transformed public service delivery and reduced wait times with Wavetec's WaveSphere

Huduma Kenya invests in Customer Experience Solutions

Huduma Kenya is a government “One Stop Shop” initiative that gives citizens access to 20+ public services from a single, centrally managed platform. Faced with heavy footfall, the need to run operations remotely over thin clients and a central server, and pressure to reduce waiting times, bureaucracy and improve accountability across newly opened Huduma Centres, Huduma Kenya sought a scalable customer‑experience and queuing solution.

Wavetec implemented its WaveSphere service-area solution—deploying dual‑printer touch kiosks, a custom queuing system tied to 40 counters and 40 thin‑client teller stations, Donatello digital signage and Opinion Plus feedback terminals (25 units per branch)—across 20 Huduma Centres in a record three months, with cloud BI and real‑time reporting. The Wavetec deployment delivered smoother, more organized customer flow, reduced waiting and clearer service steps, enabled managers to identify service gaps via live dashboards and feedback, and improved staff accountability and operational efficiency.

Huduma Kenya