In the heart of Nairobi lies Bishop House, the department responsible for issuing birth and death certificates. This government office plays a critical role in maintaining vital records, yet the service it offers leaves much to be desired. Having visited Bishop House multiple times this year, I’ve experienced firsthand the inefficiencies and frustrations that plague this institution. This review aims to shed light on these issues and advocate for necessary changes.

Accessibility and Convenience: A Dismal State

One of the first challenges that visitors face is the location of Bishop House. Nestled a considerable distance from the main road, accessing the building requires a long walk. While walking may not be an issue for some, it becomes a significant inconvenience for others, particularly women carrying babies. The lack of consideration for these visitors is evident, and it raises the question of whether the department has ever assessed the accessibility of its facilities.

Service Efficiency: A Long Wait for a Simple Task

The inefficiency in service delivery at Bishop House is perhaps its most glaring issue. Citizens often spend an entire day waiting to collect their birth certificates. The process, intended to be straightforward, becomes a test of patience. If you are not prepared to pay for expedited service—often through unofficial channels—the wait time extends significantly. The disorganization is palpable, and it appears that those who are willing to bypass the system by offering bribes are rewarded with faster service, which is both disheartening and unfair.

Staff Conduct: Rude and Unhelpful

Another area of concern is the behavior of some staff members. During my most recent visit, I encountered a male staff member at the counter who refused to process my submission because I arrived late. His dismissive attitude and unnecessary questioning about why I was collecting certificates a month after submission only added to the frustration. Such behavior is unacceptable and reflects poorly on the department’s commitment to providing courteous and efficient service.

Frequent System Failures: A Persistent Excuse

The recurring excuse of “the system is down” has become a standard response from the staff. This catch-all explanation for delays—coupled with the claim that birth certificates are being printed manually—demonstrates a lack of proper infrastructure and planning. Transparency about the technical issues and their resolution would be appreciated. The current approach is neither reassuring nor efficient and contributes to the overall dissatisfaction of citizens.

Suggestions for Improvement

To address these concerns, several changes are necessary:

1. Streamline Processes: Implement a more efficient system for processing and issuing birth and death certificates. Automating these processes would significantly reduce wait times and improve service delivery.
2. Improve Accessibility: Consider relocating Bishop House to a more accessible location or providing better transport options for visitors. Ensuring that the building is easily reachable would alleviate some of the logistical challenges faced by citizens.
3. Enhance Customer Service: Train staff to provide courteous and professional service. Establish clear protocols for handling delays and complaints to ensure that visitors are treated with respect.
4. Utilize Intermediaries: Explore the possibility of partnering with intermediaries, such as postal services, to handle the distribution of certificates. This would reduce the need for citizens to visit the office in person and streamline the collection process.

Conclusion

Bishop House, as the department in charge of issuing birth and death certificates in Nairobi, is in urgent need of reform. The current state of service is far from acceptable, and the inefficiencies experienced by citizens reflect poorly on the institution. By addressing accessibility issues, streamlining processes, improving staff conduct, and exploring alternative distribution methods, Bishop House can significantly enhance its service and better meet the needs of the public. Until these changes are made, the frustration and inconvenience experienced by citizens will unfortunately continue.

About The Author

Martin Mbucho

author

See author's posts