Africa-Press – Kenya. The Kenya Wildlife Service (KWS) has launched its first-ever Customer Experience and Service Delivery Strategy (2026-28), marking a major shift toward improving public engagement, strengthening community relations, and enhancing visitor satisfaction across the country’s protected areas.
The new framework, unveiled at KWS headquarters by Director General Erustus Kanga, is anchored on the guiding principles of the “Three Es”: Experience, Excellence and Every Time.
It is expected to redefine how the conservation agency interacts with tourists, local communities, partners and the general public.
The strategy is accompanied by a Customer Service Policy Manual and aligns with the KWS Strategic Plan 2024-28, signalling a broader institutional commitment to professionalism, accountability and responsiveness.
Speaking during the launch, Kanga said the initiative represents a decisive move to place customers and stakeholders at the centre of KWS operations.
“Our mandate demands more than conservation. It requires responsive, professional service to all who interact with us, especially the communities living alongside wildlife,” he said.
He noted that the strategy was informed by extensive stakeholder feedback, including concerns from tourists who have experienced delays at park entry points, communities affected by human-wildlife conflict, partners seeking smoother collaboration, and citizens calling for greater transparency and efficiency.
The Director General emphasised that improving service delivery is critical to building trust and strengthening support for conservation efforts.
“KWS has listened carefully. This strategy reflects the voices of those we serve and our commitment to continuous improvement,” he said.
Under the new framework, the Service will, over the next three years, focus on enhancing visitor experiences, streamlining service processes, strengthening stakeholder and community engagement, and improving communication and feedback mechanisms.
Officials said the reforms are expected to reduce bottlenecks at park gates, improve response to human-wildlife conflict incidents, and foster more seamless partnerships with conservation organisations, donors and county governments.
KWS Director General Erustus Kanga distributes roses to officers in the spirit of Valentine’s Day, during the launch of the strategic plan at KWS headquarters on February 13, 2026/KWS
The strategy also seeks to cultivate a customer-focused culture within the organisation.
Kanga urged staff across all departments, including finance, human resources, procurement, tourism and field operations, to integrate service excellence into their daily work.
“Excellence is our collective responsibility. Every officer, regardless of department, plays a role in shaping the experience of those who engage with KWS,” he said.
The move comes at a time when Kenya is seeking to boost tourism recovery and position itself as a leading global wildlife destination, while also addressing growing concerns from communities living near conservation areas.
By strengthening relationships with local residents and improving responsiveness to their needs, KWS hopes to enhance coexistence and support long-term conservation outcomes.
KWS said successful implementation of the strategy would position the agency as a benchmark for service delivery within the public sector, while reinforcing its core conservation mandate.
The launch event concluded on a lighter note with a staff appreciation session held in the spirit of Valentine’s Day, featuring music, cake and team-building activities, a gesture, management said, meant to reinforce the role of motivated staff in delivering quality service.
