The Micro and Small Enterprises Authority (MSEA) has reaffirmed its commitment to customer-centred service delivery, calling for simpler processes, timely support, and more accessible services to help Micro and Small Enterprises (MSEs) thrive.
The pledge was made during the 2026 National Customer Service Week, observed under the theme “Extra Mile: Transforming Public Service through Customer Service Excellence.” Convened by the State Department for Public Service and Human Capital, the week ran from 6th to 9th October 2026 and included a public forum at Uhuru Park, Nairobi, where Government institutions showcased their services and engaged directly with the public.
At the Uhuru Park forum, MSEA showcased its programmes and services — including enterprise formalization, capacity building, market linkages, and access to workspaces through Constituency Industrial Development Centres (CIDCs) and the Kariobangi Centre of Excellence. Representing the Chief Executive Officer, Deputy Coordinator of the NYOTA Project Ms. Evelyn Chemutai commended the State Department for bringing Government institutions together to improve access to public services, noting that coordinated service delivery helps citizens and entrepreneurs access relevant information, services, and opportunities more conveniently.
Ms. Chemutai encouraged MSME clusters, associations, groups, and Community-Based Organizations (CBOs) to take advantage of the ongoing Kenya Jobs and Economic Transformation (KJET) Project Cohort 3 and 4 application process, urging eligible groups to visit the MSEA pavilion for guidance on formalization and applications. She also invited MSMEs to register their interest in the 26th East African Community (EAC) MSME Trade Fair, set for Kigali, Rwanda, from 30th October to 8th November 2026 — a regional platform offering enterprises the chance to showcase locally made products, build business networks, and expand into new markets across the region.
The forum also placed the customer at the centre of the public service conversation. Huduma Kenya Chief Executive Officer CPA Benjamin Chilumo emphasized the need for seamless, timely, and coordinated services, noting that citizens should not have to move from one office or officer to another to access Government services, but should instead be able to access multiple services conveniently from a central point.
Deputy Coordinator of the NYOTA Project, Ms. Evelyn Chemutai giving her remarks during the forum at Uhuru Park Grounds.
As part of its own observance of the week, MSEA held a staff townhall addressed by the Director General Mr. Henry Rithaa. He noted that going the extra mile in public service means understanding the realities entrepreneurs face and ensuring that accessing Government support does not impose unnecessary costs or barriers on their businesses. For a micro-enterprise, he noted, an unnecessary trip to a government office could mean losing a full day’s earnings, underscoring the need for simplified procedures, clear communication, and timely service delivery.
Mr. Rithaa stressed the importance of making enterprise formalization simpler and more rewarding, noting that clear requirements, transparent processes, and effective guidance can encourage more businesses to formalize and access financing, market linkages, and business development support. He called for inclusive service delivery that considers the diverse needs of women, youth, persons with disabilities, and entrepreneurs operating in informal settings.
He further advocated a balanced approach that combines digital platforms with accessible human support, so that entrepreneurs facing barriers related to digital literacy, connectivity, and access to technology are not left behind. Coordination among Government agencies, timely communication, effective complaint resolution, and continuous improvement informed by customer feedback, he added, were all central to serving entrepreneurs better. He reaffirmed MSEA’s commitment to supporting enterprises through access to finance, business development services, formalization, shared production facilities, and market linkages.
Huduma Kenya Chief Executive Officer, CPA Benjamin Chilumo, giving his remarks during the official opening of the forum at Uhuru Park Grounds.
As part of its internal celebrations, MSEA staff marked the week with a cake-cutting ceremony — a moment to appreciate the teams whose daily efforts keep the Authority’s service to entrepreneurs responsive and people-centered.
Director of Business Development, Marketing and Trade, Dr. Caroline Kaua, Director Human Capital Development Ms. Marsela Tumo and Director Internal Audit Ms. Gladys Hugo leading MSEA staff in the customer service cake cutting.
MSEA’s participation in National Customer Service Week reaffirmed the Authority’s commitment to raising public awareness of its services and ensuring that entrepreneurs can access the support they need to grow. Through enterprise formalization, capacity building, access to workspaces, financing initiatives, and market linkages, the Authority continues to champion a vibrant and competitive MSE sector — placing entrepreneurs at the centre of responsive, inclusive, and efficient service delivery that contributes to employment creation and Kenya’s broader economic growth.
Pictorial highlights during the forum.
