- There's this trick where they claim you are being transferred to the right department before you get disconnected.
- Homeless people were a foreign concept as these conduits ensured everyone was cared for and they controlled economic affairs to ensure some level of equity in society.
- No politician will ever remind us that our contribution to the common kitty ensures there is something to redistribute.
The other day, I went to the National Hospital Insurance Fund's Westlands office in a bid to correct an anomaly on an M-Pesa transaction regarding a parent’s membership.
I was blatantly informed that the "the person who deals with M-Pesa is not in, try again tomorrow". So I called the insurer's toll-free number and I was asked to visit the nearest branch, which I confirmed I had already done.
There's this trick where they claim you are being transferred to the right department before you get disconnected. After five disconnections, I wrote an email and was asked to visit Upper Hill.
In other words, NHIF seems to have a function that belongs to an individual and if that individual absents himself or herself from work, then customers bear the brunt of such issues.
Woe unto members should such a person die, because I guess M-Pesa issues will not be resolved until the new "owner" is recruited.
This was an NHIF experience, but I feel that it is not really an institutional problem since this laissez faire attitude permeates all walks of Kenyan life, including the private sector.
As Kenyans, we know we have rights but most do not think they owe their institutions or nation any responsibility.
In traditional societies, roles and responsibilities of members of a group were very clear and penalties for not honouring responsibilities were also very clear.
Whereas there was a conduit of collection and redistribution (chief, elders, headman, etc.) of both services and consequences for lack of adherence, individuals knew what their personal responsibilities were towards nationhood and did not need policing to carry them out.
Leaders played diverse roles, including environmental protection, custody of knowledge systems and running jurisprudence.
Homeless people were a foreign concept as these conduits ensured everyone was cared for and they controlled economic affairs to ensure some level of equity in society.