By CHRP Caroline Odandi

Kenya’s public service stands at a crossroads. While globally recognised for its great talent export, it remains bogged down by bureaucracy and inefficiency. The rise of artificial intelligence (AI) presents a chance to leapfrog these challenges—if embraced strategically. Will AI revolutionise service delivery and reinvent governance or will poor planning and fear turn it into another missed opportunity?

AI for a Smarter Government

A visit to most government offices still means long queues, endless paperwork, and slow responses. AI can change this by streamlining processes like ID and passport applications, freeing staff for complex tasks. Estonia has already automated 99% of government services, and Singapore’s AI-driven Smart Nation initiative is setting the standard. Kenya’s e-Citizen platform is a step forward, but without AI integration, it risks remaining a digital front for an otherwise manual system.

Rewriting the Rules: AI and the Future of Jobs

Automation will disrupt traditional roles, but AI is more of a job transformer than a job killer. We must prepare by investing and creating new roles in data science, cybersecurity, and digital governance.  The need will be AI specialists, data scientists, cybersecurity experts, and digital policy strategists. The challenge, then, is not job loss but job transition and or transformation. 

The World Economic Forum predicts that while AI may displace 85 million jobs globally by 2030, it will also create 97 million new ones. The difference between countries that benefit and those that suffer will be how well they prepare their workforce. Kenya must take decisive action—incorporating AI training into public sector programs, reskilling and upskilling employees.

The Make-or-Break Factor

Our Public service needs to be reimagined.  The current regime has already recognised AI’s potential through its Digital Economy Blueprint, but progress has been slow.  However, AI will not wait for our readiness. 

If AI is to fulfil its promise, the public sector must embrace an agile, forward-thinking approach. Ministries and state agencies must foster partnerships with universities and private tech firms, embedding AI-readiness into policy frameworks and governance structures.

Countries that hesitate risk being left behind in a wave of digital transformation. Our Public Service can learn from global leaders like Canada, the UK, and China, which have invested heavily in AI governance and Cybersecurity.

The Challenges

AI is no magic wand. Its deployment in public service brings serious ethical and security concerns that Kenya must address head-on. Data privacy is a ticking time bomb. AI thrives on data how do we ensure that citizen information remains protected? Without stringent data protection laws, AI adoption could morph into digital surveillance, raising alarm bells about government overreach and citizen rights.

Bias in AI is another pressing issue. AI systems are only as good as the data they are trained on. If these datasets reflect societal biases—gender discrimination, ethnic favouritism, or economic disparities—AI will reinforce rather than eliminate these prejudices. Studies have shown that AI-driven recruitment tools if not carefully managed, can disadvantage women and minorities. Kenya must develop frameworks that prioritise fairness, inclusivity, and ethical accountability.

Cybersecurity threats are everywhere. AI-powered automation, while improving efficiency, presents new vulnerabilities. Estonia’s AI-driven government model is underpinned by one of the most sophisticated cybersecurity infrastructures in the world. I believe we must follow suit, ensuring that it doesn’t open doors to cyberattacks, data leaks, or system manipulations.

AI’s Potential Beyond Efficiency in the Public Service

Beyond streamlining services, AI can combat corruption by detecting fraudulent transactions, enhancing healthcare through predictive diagnostics, streamlining medical record keeping and optimising resource allocation. It can also improve election integrity, climate monitoring, and education by customising learning experiences.

The Role of HR in an AI-Driven Public Sector

Far from making HR obsolete, AI will make its role more critical. HR professionals must lead in workforce planning, ethical AI oversight, and talent development to ensure AI augments, rather than replaces, human workers. HR teams in public service must shift their focus from administrative processing to strategic workforce planning, ensuring that employees are prepared for AI-driven workplaces. Talent development, ethical AI oversight, and employee well-being will become core HR responsibilities in an AI-powered governance model.

HR professionals in the Public service are poised to take the lead in shaping policies that ensure AI is used as a tool for augmentation rather than replacement. They must drive discussions on ethics, labour laws, and continuous professional development in an AI-driven public service.

The Way Forward

I am persuaded that there is a need for a National AI Strategy, bringing together policymakers, tech experts, and civil society to shape its future. AI will either drive a new era of efficiency and accountability—or become a missed opportunity. The choice is ours.

The writer is a seasoned Certified Human Resource and Administration Management Expert. She is the Head of HR and EACLGA Focal Person at the Council of Governors and has held positions in both the UN and American Embassy and Humanitarian Leadership Academy (UK) taking on responsibilities of Human Resource, Administration and Project Management.