eCitizen Service Down

Good morning,

Was wondering if the downtime had to do with the dispute elaborated in the below story.

Looks to me like an issue of an outsourcing contract going wrong



From: kictanet [] On Behalf Of Mwendwa Kivuva via kictanet
Sent: Tuesday, January 16, 2018 8:53 AM
Cc: Mwendwa Kivuva <>
Subject: Re: [kictanet] eCitizen Service Down

Depends how the convenience fee is used to improve the platform and lives of Kenyans. Read on

On Jan 15, 2018 6:40 PM, \”Admin CampusCiti via kictanet\” < <> > wrote:


I’m with you on this. I love this service. And I honestly don’t mind that convenience fee..if only it works.. 🙂

UX is basically non existent.

Ali Hussein

Hussein & Associates

+254 0713 601113

Twitter: @AliHKassim

Skype: abu-jomo



\”Discovery consists in seeing what everyone else has seen and thinking what no one else has thought\”. ~ Albert Szent-Györgyi

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On 15 Jan 2018, at 6:37 PM, kanini mutemi via kictanet < <> > wrote:

I like eCitizen I do (or rather the concept). But my interactions with the platfrom always leave me with a bitter taste. It returns an error message quite often. Of course customer care is a huge problem. Online support is no better because they always tell you to call Customer Care. It’s also not the most user friendly of platforms so you get stuck quite a lot. Then there’s that controversial ‘convenience fee’ per transaction.

On Mon, 15 Jan 2018 at 18:23, Ali Hussein via kictanet < <> > wrote:


You raise a very critical issue about critical government services. I’m curious. Since Lilian from ICT has responded to Victor maybe she can come back to us after consulting internally with answers to the following questions:-

1. Where is the eCitizen Portal hosted and what are the SLA details?

2. Why is it so difficult to get anyone on the Customer Service Line?

3. There’s no recourse when there is an issue to resolve. In November I had to pay twice for my driving license renewal. To date I’m not even sure who to speak with for a refund.

4. For such a critical service we are past the stage of being ‘happy’ simply to have the service. As citizens we expect NOTHING BUT THE BEST from Silicon Savannah.

5. When will the service be fully mobile enabled?

It’s high time we elevate this service to world class standard. As it is every time I think about using the service I start getting agitated.

Ali Hussein


Hussein & Associates

+254 0713 601113

Twitter: @AliHKassim

Skype: abu-jomo


\”We are what we repeatedly do. Excellence, therefore, is not an act but a habit.\” ~ Aristotle

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On 15 Jan 2018, at 6:07 PM, James Muendo via kictanet < <> > wrote:


Barack, I wonder whether those servers are here or out there. And if out there, two critical questions arise:

1. What is the SLA agreement, and especially when it comes to getting the service back within acceptable timeline(s)?

2. Why host away from the country, yet we have companies like Node and Angani, who I believe have the various competencies to handle such locally? Plus there is KIXP to support the traffic that comes through? I believe a great number of the users of the system are local. Why not make it easier and quicker?

Just wondering.


On Mon, Jan 15, 2018 at 5:06 PM, Barrack Otieno via kictanet < <> > wrote:

Teacher Karis,

Maybe the servers are in another time zone, give them a few hours they will be opened.


On 15 Jan 2018 17:02, \”Kelvin Kariuki via kictanet\” < <> > wrote:

I have been trying it since morning, it gives this error:

\”503 Service Unavailable

No server is available to handle this request.\”

Its time they commit to a serious Service Level Agreement. Of late the downtime has been frequent, I have been in the process of registering a company and most of the time the service is not available. As a community, we are supposed to speak up about this to save the millions of Kenyans suffering from this inconvenience.

The 503 Service Unavailable error is an HTTP status code that means the web site\’s server is simply not available right now. Most of the time, it occurs because the server is too busy or because there\’s maintenance being performed on it… Read on:

The error is most likely caused by simultaneous access by millions of Kenyans, the servers they have can\’t handle that amount of traffic. They should upgrade their data center. A Service Level Agreement will enforce them to do that and Kenyans will get a convenient service.

On Mon, Jan 15, 2018 at 4:42 PM, Victor Kapiyo via kictanet < <> > wrote:

Hi Listers,

Anyone noticed that the ecitizen portal is down. I\’m not sure how frequently this happens but what\’s the acceptable downtime for such a critical service. Or should we go back to manual backup?


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