Kenya Wildlife Service Launches First-Ever Customer Experience & Service Delivery Strategy

 A new chapter in public conservation service began today as the Kenya Wildlife Service (KWS) officially unveiled its inaugural Customer Experience & Service Delivery Strategy (2026–2028) alongside a Customer Service Policy Manual at its headquarters.

The landmark initiative was launched by Director General Erustus Kanga, marking the first time the conservation agency has adopted a structured framework dedicated to enhancing customer engagement and service delivery.

Guided by the principles of the “Three Es” — Experience, Excellence, Every Time — the strategy sets out a clear roadmap for strengthening relationships with visitors, donors, partners, and communities. The framework aims to cultivate a service culture that is professional, responsive, and aligned with KWS’s conservation mandate.

Speaking during the launch, Prof. Kanga emphasized that conservation today demands more than ecological protection. “Our mandate demands more than conservation,” he said. “It requires responsive, professional service to all who touch our world — especially the communities who live alongside our wildlife.”

He noted that the strategy was informed by extensive stakeholder feedback, including tourists who have experienced delays at park gates, communities affected by human-wildlife conflict, development partners seeking seamless collaboration, and citizens calling for greater transparency and efficiency.

Aligned with the KWS Strategic Plan 2024–2028, the new strategy calls for agility, empathy, and accountability across all departments. From Human Resources and Finance to Tourism and Procurement, every staff member is expected to embed service excellence into daily operations.

Over the next three years, KWS aims to strengthen stakeholder and community relationships, elevate visitor experiences, enhance conservation outcomes, and position itself as a benchmark for public service delivery in Kenya.

The launch ceremony concluded with a Valentine’s-themed celebration, featuring music, dancing, and shared moments of appreciation among staff — a symbolic reminder that exceptional service begins with empowered employees and strong community partnerships.

With the rollout of the new strategy, KWS signals a decisive shift toward placing communities, customers, and stakeholders at the heart of its conservation mission.