NTSA Responds to Complaints Over Extra Charges on eCitizen Platform

The National Transport and Safety Authority (NTSA) has issued an apology for a technical issue on the eCitizen platform that resulted in overcharging some users

The problem came to light on the morning of September 3 when a user named Tom took to X (formerly Twitter) asking, “eCitizen, tell me why am I paying an extra 100/= other than the stated invoice amount?”

The post quickly gained attention, prompting a response from NTSA Kenya’s official X account.

“We apologize for this; the eCitizen team is working to resolve the issue. We will alert you as soon as the issue is fixed,” NTSA Kenya said in a reply to Tom.

In response, Tom demanded an immediate refund, saying, “Ok, I demand be refunded my money with immediate effect.”

The eCitizen platform is a digital platform that hosts different government services.

E-Citizen Charges

The Ministry of Treasury had implemented access fees for transactions carried out on the eCitizen platform, with costs varying depending on the type of service requested.

In a Gazette Notice released on December 23, 2024, the then Treasury Cabinet Secretary Njuguna Ndung’u outlined the fees, which range from Ksh 5 to Ksh 50.

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These prorated charges were set to apply across all services available on the platform and came into effect immediately.

The CS also noted that the Cabinet Secretary for the National Treasury and Economic Planning holds the discretion to waive these fees under certain conditions.

CS Ndung’u rescinded Gazette Notice No. 1350 of 2023, which previously mandated a uniform charge of Ksh 50 per eCitizen transaction.

“The eCitizen.go.ke shall charge a nominal access fee of fifty (KSh.50) shillings per transaction in Kenya shillings or one United States of America dollar (US$1) per transaction for foreign designated currency transactions unless otherwise waived by the Cabinet Secretary for the National Treasury and Economic Planning,” read the revoked notice.

Importance of E-Citizen

E-citizen platform is a digital government portal designed to provide citizens with easy and convenient access to various public services online.

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The platform serves as a one-stop hub where individuals can perform a wide range of tasks, such as applying for permits, accessing government documents, paying taxes, or checking the status of their applications, without having to visit government offices physically.

E-citizen platforms promote accountability and streamline administrative processes.

Governments can track service delivery and respond swiftly to citizens’ needs through digital records and automated workflows.

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