KWS Launches Pilot Phase of Upgraded eCitizen Payment System in Nairobi Parks

The Kenya Wildlife Service (KWS) has initiated a pilot phase of its upgraded eCitizen payment system to address recent challenges faced by Kenyans in accessing park services.

This trial, which commenced on Tuesday, is being implemented at three key locations: the Nairobi National Park, Nairobi Safari Walk, and the Nairobi Animal Orphanage. Visitors are encouraged to conduct their transactions via the new portal at kwspay.ecitizen.go.ke as only tickets purchased through this platform will be valid during the pilot period.

The enhancements to the eCitizen system aim to improve operational efficiency, reduce transaction processing times, and elevate the overall experience for park-goers. Successful transactions will be confirmed through SMS notifications, providing immediate feedback to users.

In light of the system's recent transition, KWS has urged users encountering difficulties with the new portal to utilize its support channels, which include the email address customerservice@kws.go.ke and the WhatsApp number 0726 610509. The agency has committed to updating the public on the broader implementation of the improved system following the conclusion of the pilot phase.

“We will soon update the public on the rollout of the upgrade once we complete the ongoing pilot phase. For any further information, please feel free to contact KWS customer support,” KWS notes.

The integration of KWS into the eCitizen platform in August 2023 marked a significant step in streamlining the management and revenue collection of various government services. However, this transition has faced challenges, including a notable incident on January 3, when tourists were stranded due to system malfunctions caused by high transaction volumes, hampering payment processes.