We need strong leaders but also working systems

Kenyans love to celebrate heroic leaders who are hands-on and always in the trenches. We cheer for the “field marshals” who roll up their sleeves and get things done. But here’s the problem: while these leaders might deliver short-term wins, their heroics often mask a deeper issue—our failure to build strong, reliable systems that work for everyone, no matter who’s in charge.

Let’s be honest: relying on individual leaders to fix everything is not sustainable despite their achievements. What happens when they move on? Kenya needs progress built on systems. The reality for most Kenyans is frustrating. Getting basic government services is often a nightmare.

Simple tasks that should take minutes take days, weeks, or even months and only improve temporarily but senior leaders intervene. Remember the passport office crisis? It took the personal intervention of then CS Kithure Kindiki to clear the backlog. But why did it have to come to that? Why couldn’t the system handle it on its own? And now that he’s moved on, can we be sure the passport office won’t slide back into chaos?

Then there’s the police. New Regional Police Commander for the Coast, Ali Nuno, recently went undercover to see how things work. What he found was shocking: officers not ready to take his report, others busy on their phones, and in no hurry to even respond to his distress. What is the solution?

We need to stop relying on individual heroes and start building strong institutions. Here’s how we can do it:

Make Service Charters Real: Many government offices have service charters, but they’re often just pieces of paper. These charters need to be real agreements with the public, clearly stating what services will be provided and how long they’ll take. And we need a way to hold these offices accountable.

Create Accessible Complaint Systems: Every government office should have a complaints desk that actually works. It’s not enough to just listen to complaints.

Open Doors and Open Days: Government offices should be transparent and accessible. Regular open days and open-door policies can help build trust between citizens and institutions.

Cut the Red Tape: Unnecessary bureaucracy is a major roadblock. We need to simplify processes and make it easier for people to access services.

Evaluate Performance: Public servants should be judged on how well they do their jobs, especially when it comes to serving the public.

The bottom line is: Kenya’s future depends on strong institutions, not just strong leaders. While individual leaders are important, they can’t do everything themselves. We need systems that work for everyone. This requires a collective effort — from leaders, public servants, and citizens—to prioritise efficiency, transparency and accountability.

It’s time to stop waiting for heroes and start building systems that deliver. That’s the only way we’ll achieve sustainable progress and good governance. Let’s stop celebrating the heroics of a few and demand systems that work.

-The writer is a communications consultant