KSG Director General Calls for Stronger Public-Private Collaboration at Customer Experience Conference

The Director General of the Kenya School of Government, Prof. Noor Mohamed, today called for deeper collaboration between the public and private sectors to enhance service delivery and citizen experience across Africa.

Speaking at the 7th Edition of the Africa’s Annual Customer Experience Conference 2026, Prof. Mohamed represented the Cabinet Secretary for the Ministry of Public Service and Human Capital Development, Geoffrey Ruku.

The conference, themed “Experience Management: Powering the Next Frontier of Service Excellence,” brought together policymakers, industry leaders, and practitioners focused on improving service delivery systems across the continent.

In his keynote address on “Bridging Public and Private Sector Partnerships for Enhanced Customer and Citizen Experience in Africa,” Prof. Mohamed emphasized the growing importance of citizen-centered systems that are efficient, inclusive, and responsive.

He noted that leadership remains central to transforming public service, urging institutions to adopt intentional strategies that prioritize the needs and lived experiences of citizens.

“Service delivery must be designed around the citizen. It must be accessible, responsive, and grounded in trust,” he said.

Prof. Mohamed highlighted several capacity-building programs spearheaded by the Kenya School of Government aimed at strengthening service delivery and public engagement. These include initiatives on Customer Service Excellence, Artificial Intelligence and Digital Transformation, and the “Under the Tree” outreach program, which targets underserved grassroots communities by bringing government services closer to the people.

During the session, he introduced a leadership framework anchored on the acronym “LEADERSHIP,” outlining key principles such as listening, empathy, agility, integrity, and purpose as essential pillars for effective public service.

He further underscored the need for standardizing services across government institutions, accelerating business process re-engineering, and embedding a culture of service quality assurance to ensure consistency and excellence.

The Director General also commended ICX Kenya for organizing the forum, describing it as a critical platform for knowledge exchange and collaboration.

Participants at the conference echoed the need for stronger partnerships between governments and private sector players to drive innovation and deliver improved, seamless experiences for citizens across Africa.

The annual event continues to serve as a key platform for advancing discussions on customer experience and service excellence in both public and private sectors.