Kenyans are expressing frustration over recurring failures in the ID application system at Huduma Centres, a trend they say is causing delays in service delivery and posing a significant inconvenience.
A Kenyan seeking to replace his lost ID told The Kenya Times that he arrived at the Makadara Huduma Centre on January 7 at 7 a.m., hoping to take advantage of the six-month waiver of the KSh1,000 ID replacement fee announced in October 2025.
Despite making efforts to arrive at the center early to beat the typical long queues, he was forced to spend two hours in the queue before being informed that the system was down.
Clients present at the center were “unceremoniously dismissed” and advised to call the Huduma Centre hotline (1919) to find out when the system would be restored.
According to officers at the Makadara Huduma Centre, the system downtime is affecting Huduma Centres across the country.
“I have been at Makadara HUDUMA Centre for two hours on the queue for ID replacement since 7am. We have been told systems down. We have also been asked to call 1919 to know when systems will be back. Huduma Centre officers at Makadara say it’s across the stations,” the source narrated.
Huduma Centres Report Downtime
But this was not the first time the applicant had sought assistance in replacing his ID without success. Earlier on Tuesday, January 6, the ID applicant said he visited the same Huduma Centre at 3 p.m. He was, however, turned away as officers indicated the centre handles a daily quota of 400 registrations.
Once the quota is reached, ID replacement services are halted regardless of the time.
“I was at Makadara yesterday at 3 pm. I was not served. I was told they have a daily quota of 400 registrations. Once the quota is hit, they stop serving people who want ID replacements, no matter the time of day. What kind of strategy is this?” the applicant questioned.
In December, Huduma Centre acknowledged intermittent downtime in its national ID issuance system, after a section of Nairobi youth raised concerns over delays that have disrupted their daily routines and access to essential services.
Also Read: Murkomen Gazettes Waiver of KSh1,000 ID Replacement Fee
Murkomen Gazettes Waiver of KSh1,000 ID Replacement Fee
The surge in the number of Kenyans seeking ID replacements follows a gazette notice by Interior Cabinet Secretary Kipchumba Murkomen waiving the Ksh1,000 fee for replacing or updating details on national identity cards for six months, effective October 30, 2025.
According to a gazette notice signed by Interior Cabinet Secretary Kipchumba Murkomen, the waiver applies specifically to the duplicate or replacement of national ID cards and changes the personal particulars.
Murkomen stated that the move is in line with President William Ruto’s directive to ensure that every Kenyan acquires an ID card.
Additionally, the CS noted that the waiver complements ongoing reforms in the registration and identification process, including free issuance of IDs to first-time applicants, the abolition of extra vetting in border counties, and the removal of authentication fees for birth certificates when applying for IDs or passports.
Also Read: Huduma Explains Why It Still Charges Kenyans For ID Replacement Despite Ruto’s Order
Ruto’s Directive
Earlier that month, President William Ruto announced that he had waived fees for ID replacement.
The President noted that the replacement fee was initially introduced to curb misuse of the service by individuals who frequently lost their IDs after receiving them for free.
However, he said the government has suspended the charges temporarily to facilitate easier access to voter registration ahead of the elections.
He said the free replacement window will remain in effect until after the elections.
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