🇰🇪Republic of Kenya · eCitizen Command Centre

eCitizen Command Centre

Supporting the Government of Kenya's Digital Service Delivery. Raise a ticket, track your request, and get it resolved. All in one place.

No eCitizen account? No problem — you can submit a ticket without signing in and we'll reach you on the email or phone you provide.

14M+ CitizensSupported nationwide

47 CountiesFull national coverage

Under 48 HoursAverage resolution time

How It Works

How the Command Centre Works

Three steps to getting your government service issue resolved.

Sign in with eCitizen

Sign in with your existing eCitizen account in seconds. No new account needed. Your verified eCitizen identity gives you immediate access to the full Command Centre.

Submit Your Request

Raise a support ticket for any eCitizen service issue. Describe the problem, attach documents if needed, and submit.

Get It Resolved

A dedicated government support officer reviews your request. You receive real-time updates by SMS and email until it is fully resolved.

Updates

Serving the Country

Service improvements and announcements from the Command Centre.

All Announcements

NTSAApril 2026

Driving Licence Support Now Handled Within 24 Hours

NTSA has committed to a 24-hour first-response SLA for all driving licence support tickets raised through the Command Centre.

UpdateMarch 2026

Command Centre Now Available in Kiswahili

Citizens can now raise and track support tickets in Kiswahili, making the Command Centre more accessible to every Kenyan.

Civil RegFebruary 2026

Marriage Certificate Queries Now Routed to Civil Registration

The Civil Registration Service is now fully integrated with the Command Centre. All marriage certificate delays are resolved here.

Self-Service

Guides & Knowledge Base

Step-by-step guides for the most common service issues.

View All Articles

Mobile App

Your Support Request,
Right in Your Pocket

Download the eCitizen Support app. Raise a ticket, get notified the moment your officer replies, and track your request to resolution, all from your phone.

Raise a ticket in under 2 minutes

Get notified when your agent replies

Chat directly with your support officer

Track every update in real time

Attach photos and documents

Works across all 47 counties

Google Play StoreApple App Store

9:41

eCitizen Support

My Requests

Agent replied

Your passport issue has been escalated to Immigration HQ…

Passport Renewal Delay

In Progress

KRA PIN Reset

Resolved

NTSA Licence Query

Open

Tickets

Chat

Alerts

Help Centre

Frequently Asked Questions

Everything you need to know about using the eCitizen Command Centre.

What is the eCitizen Command Centre?

The eCitizen Command Centre is the Government of Kenya's official support and oversight platform for eCitizen digital services. When you encounter a problem with an eCitizen service (a delayed passport, a failed payment, a registration issue) you raise it here and a dedicated government support officer resolves it for you.

Do I need to create a separate account?

No. The Command Centre uses your existing eCitizen account. Click "Sign in with eCitizen" and you will be redirected to accounts.ecitizen.go.ke to authenticate. If you do not yet have an eCitizen account, create one at accounts.ecitizen.go.ke and then return here to sign in.

Who handles my support request?

Your ticket is routed to the relevant government agency (e.g., Immigration for passport issues, NTSA for licence issues) and assigned to a qualified officer. You can see who is handling your request at all times.

How long does it take to resolve my issue?

Resolution times depend on the service and complexity. The Command Centre enforces strict SLA targets: most tickets receive a first response within 4 hours and are resolved within 48 hours. Critical issues are escalated automatically.

Is my personal information safe?

Yes. The Command Centre uses bank-grade encryption to protect all data. The platform complies with the Kenya Data Protection Act 2019. Your personal information is only shared with the assigned government agency handling your request.

Can I track my request on mobile?

Absolutely. The Command Centre is fully mobile-responsive and works in any browser. You can also download the Command Centre mobile app from Google Play or the Apple App Store.

Need direct support?

Raise a Support Ticket

Trusted by 14 Million Kenyans

Ready to Raise Your Request?

Sign in with your eCitizen account and get your government service issue resolved by a dedicated support officer, within 48 hours. No new account needed.