Social media handlers at the National Transport and Safety Authority faced it rough this week after a complaint from an angry citizen sparked an influx of complaints from hundreds of disgruntled Kenyans.
It all began on Wednesday, 27 October 2021, with a post from one Japhetha Waitina on Twitter who expressed his frustrations when trying to manoeuvre through NTSA’s online portal.
He claimed the agency’s official website is deliberately poorly designed to ensure ordinary citizens go through a hard time when accessing their services.
The frustrated Kenyans are then forced to reach out to NTSA officials and bribe them for the same services that should be easily accessible on the website.
“When I grow up, I want to be like NTSA where I create a website that so many desperate people rely on, but make the website so difficult to use using un-realistic interfaces so the population has to keep bribing people inside NTSA to do things the website itself should dO,” he wrote.
Shortly after his tweet went viral, hundreds of other displeased netizens joined in to share their substandard experiences when using the website.
From some of the replies, it also emerged that like many other government agencies, there exists a racket in NTSA where officials at the headquarters collude with nearby Cyber Cafe owners where they send Kenyans in search of “special assistance” in accessing some of their services.
Here is what some of them had to say.
Like one netizen noted, NTSA’s social media team’s response to some of the complaints was equally annoying if not worse.
The administrator struggled to comprehensively answer some of the most basic queries from netizens.
Some of their replies were extremely poor and completely out of context.
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