Audio By Vocalize The main entrance to Huduma service centre at GPO. [File, Standard] Frustration is a common part of daily life for many Kenyans using public services. This frustration appears in systems that go offline when they are needed most, in processes that prioritise institutional convenience over people’s needs, and in interactions where citizens may feel more like an annoyance than a reason for an institution’s existence. This experience is not just in Kenya. It reflects a broader issue that deserves honest recognition. At the same time, there is a counter-narrative of genuine reform. Platforms like e-Citizen have made…