Ombudsman Exposes Deep Service Flaws at Makueni NRB Office Amid ID Backlog
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By John Kariuki
A damning assessment by the Commission on Administrative Justice (CAJ) has laid bare systemic service delivery failures at Makueni’s National Registration Bureau (NRB), spotlighting a ballooning backlog of uncollected national IDs and persistent operational delays.
Led by Chairperson Charles Dulo, the Ombudsman team conducted unannounced spot checks at the NRB and Lands Office in Wote, uncovering widespread inefficiencies. At the NRB, delays in processing, critical understaffing, and poor communication with applicants were cited as key causes of the ID pile-up. The office was found non-compliant with its own service charter, particularly on timelines and responsiveness.
“The backlog is not just a logistical issue—it’s denying citizens access to essential services. We are pushing for urgent reforms,” said Dulo, pledging to engage Principal Secretaries directly.
In stark contrast, the Lands Office earned praise for meeting service timelines despite battling space and staffing constraints. However, the Commission raised alarm over inadequate document storage, warning it could compromise the safety of critical land records.
The spot checks are part of the CAJ’s broader crackdown on poor public service delivery across the country. Dulo was flanked by Commissioner Charles Njagua and CEO Mercy Wambua, underlining the Commission’s resolve to enforce accountability.
As frustrations grow over delayed identification and land services, the Ombudsman’s intervention is a wake-up call to ministries lagging on basic governance promises. Citizens are watching—and waiting—for action.
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