Mesob One-Stop Service Center Efficient, Indigenous System Worthy of Emulation: Kenya, Angola Representatives

Addis Ababa, June 24, 2025 (FMC) — Kenya and Angola representatives who attended the 10th Africa Public Service and Administration Conference hosted by Ethiopia have lauded the Mesob Center, describing it as an exemplary model of service delivery organized with indigenous knowledge and modern working practices.

After visiting the center, the representatives said it offers valuable lessons and experiences for other nations.

According to the representatives, the Mesob Center is a prime example of Ethiopia’s accelerated efforts to modernize services using homegrown expertise.

Kenya Ports Authority Assistant Operations Officer Winnie Chepkoech Siele, expressed her astonishment at Ethiopia’s remarkable reforms in responding to its citizens’ service needs.

”Wow, it’s amazing; and it’s one thing that has really amazed me because of the way they execute their services, the customer service, the way they have digitized everything and also how they have explained their handling customers in a very, very short time.”

Kenya has also a one-stop center called Huduma Center, and it’s something which has really helped the country to ensure efficient services to the community or to the country within a short time, she added.

Siele said Kenya intends to draw upon the experience and lessons from Ethiopia’s Mesob Center to further modernize its Huduma one-stop service centers.

Angola’s First Secretary at the Embassy in Ethiopia, Fernando Quiteque Muhongo, stated that the Mesob Center serves as a learning opportunity for numerous countries.

Angola, he said, has gained significant experience from Ethiopia’s Mesob Center as it embarks on its journey to streamline government services.

In Angola, we have a Simplify project. It’s almost the same thing, and I think that we can learn a lot from Ethiopia. I think it’s a very good experience.”

Huduma Kenya Director of Communications, Jeferson Nyakamba, praised the indigenous technological knowledge implemented by Ethiopia in its Mesob Center as astonishing.

He also highlighted the significant benefit of the technologies being utilized in providing prompt responses to customer complaints.

“What I like about this Mesob center is the kind of technology they are using is homegrown,” Nyakamba emphasized via ENA.

Africa has a way of getting technologies from outside the country, he added, but since this one has been developed here it is very nice and the technology should be able to improve customer satisfaction like complaints handling, when a customer complaint, technology should be able to help to resolve the complaint.