Kenyans who have applied for passports have been urged to collect their travel documents to help ease congestion and reduce the growing backlog at immigration offices, particularly at Nyayo House in Nairobi.
Serser Chelulei, Director of Administration at the State Department for Immigration and Citizen Services, said the failure by applicants to collect processed passports contributes to unnecessary congestion and administrative challenges at the department’s headquarters.
Speaking while chairing a public hearing on the 2027/2028 Medium Term Expenditure Framework in Nairobi, Chelulei called on applicants to follow up on their applications and collect their documents once they are ready.
He emphasised that timely collection would help streamline operations, free up administrative capacity and improve service delivery to Kenyans seeking immigration services.
Chelulei also highlighted the government’s digital services platform, which enables Kenyans to seek replacement of lost or damaged travel documents, including cases involving natural disasters such as fires.
The digital option is intended to make the replacement process easier and reduce the need for applicants to endure lengthy queues and unnecessary visits to immigration offices.
He urged Kenyans to take advantage of the available online services, saying digital access can simplify interactions with government offices and make service delivery more efficient.
The immigration official further cautioned applicants against providing incorrect information when submitting passport applications through the eCitizen portal.
He said accurate details are essential to ensuring smooth processing and avoiding delays that may arise from errors or inconsistencies in application information.
Chelulei’s appeal comes as the government continues to encourage the use of digital platforms to improve access to public services, reduce congestion at government offices and enhance efficiency.
Applicants were encouraged to provide correct information, use the available online services and collect their passports promptly once notified that the documents are ready.
