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🏛️Government Ministry🇰🇪 East Africa

Every citizen reached, every case tracked.

A national ministry runs its citizen hotline, service-request system and emergency response on Africall — with public dashboards showing SLA performance per county.

92%
Cases resolved < 7 days
47
Counties live
+210%
Citizen reach
100%
Audit trail
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The challenge

What wasn't working

Citizens couldn't reach ministries reliably. Complaints disappeared into email inboxes. Ministers had no dashboard to see service delivery across 47 counties.

The Africall setup

What we configured

  • Toll-free national hotline + WhatsApp + SMS short code unified in one inbox.
  • Auto-routing to the responsible county officer with SLA timers.
  • Public-facing dashboard publishes resolution rates per ministry per county.
Modules deployed
Government Center Ticketing Voice & Calls Omnichannel Inbox Analytics Workforce
Channels
Voice (toll-free) WhatsApp SMS USSD Walk-in kiosk
Languages
English Swahili Kikuyu Luo Kalenjin
Customer journey

How it flows, end-to-end

  1. 1
    Citizen calls / WhatsApps
    Identified by national ID, language auto-detected.
  2. 2
    AI triage to ministry
    Case routed to correct department + county officer.
  3. 3
    SLA tracking
    Officer notified; escalation if breach approaches.
  4. 4
    Public transparency
    Performance published on open dashboard monthly.

"For the first time we can prove, with numbers, that government works for the citizen."

Hon. Amina J.
Permanent Secretary · Ministry of Citizen Services
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