Nairobi, Kenya – March 27, 2025 – Kenyatrak Research has released a comprehensive report detailing the achievements and strides made by the Directorate of Immigration Services in reforming the passport issuance process. The study highlights key interventions implemented under the leadership of Madam Evelyn Cheluget, appointed as Director General on May 15, 2023, which have significantly improved service efficiency, transparency, and public confidence.
Key Findings from the Report: The research identifies several transformative measures that have addressed long-standing challenges, including delays, system inefficiencies, and corruption concerns. Some of the most impactful reforms include:
Modernization of Infrastructure: The acquisition of new passport printing machines has increased processing capacity, reducing issuance delays.
Decentralization of Services: New passport application centers have been opened in Kericho, Bungoma, and Garissa, decongesting Nyayo House and other main centers.
Enhanced Customer Experience: Streamlining of the passport application workflow, elimination of appointment requirements for collection, and an SMS short-code system (22222) for real-time status updates.
Increased Transparency and Efficiency: Strengthened measures against corruption and improved internal processes have restored public trust in the Directorate’s services.
Impact of the Reforms: The report finds that these initiatives have significantly reduced passport processing times, improved the efficiency of service delivery, and enhanced Kenya’s reputation in travel documentation services. Applicants now experience shorter waiting times, reduced congestion, and better communication regarding their applications.
Kenyatrak Research’s Recommendations: While the reforms have yielded remarkable progress, the report recommends further automation of the application process, expansion of decentralized services to more counties, and continued enhancement of anti-corruption measures to sustain transparency and efficiency
Quote from Kenyatrak Research: “These reforms mark a major milestone in the transformation of Kenya’s passport issuance system. The findings demonstrate a government institution making measurable progress in improving service delivery to its citizens. If sustained, these changes will continue to position Kenya’s Directorate of Immigration Services as a model of efficiency in the region.” – Kenyatrak Research Spokesperson.
