In just two years, Evelyn Cheluget has achieved what many thought impossible: the transformation of one of Kenya’s most criticized public institutions into a benchmark of excellence, customer satisfaction, and national pride. Appointed in 2023 as the first woman Director General of the Directorate of Immigration Services, she inherited a department in crisis: endless passport queues, broken printers, corruption allegations, and a deeply damaged public image.
Today, passports are issued in 7 days or less, new application centres are opening across the country, and Kenya has become one of the most open nations in Africa with the successful rollout of the visa-free Electronic Travel Authorization (eTA) regime in January 2024.
Cheluget is a career Immigration Officer having joined the Directorate of Immigration in 1994 as an Immigration Officer and has since risen through the ranks to Director General.
She has held various leadership and management positions in the Directorate of Immigration Services. These include the Director of Immigration Services in charge of Citizenship, the Head of Border Management, the officer in charge of Immigration Services at Jomo Kenyatta International Airport (JKIA), the Head of Visa Section, the Head of Nairobi Passport Application Center, and also served as Immigration attaché in Washington DC.
For her exemplary commitment to public service, she was awarded the prestigious title of the Best Immigration Woman of Inspiration at the 2023 Africa Public Sector Conference and Awards (APSCA). She is also an Elder of the Burning Spear (EBS) and Order of the Golden Warrior (OGW), National Honors conferred on individuals of high standing in public service
In this exclusive interview with Public Sector Global’s MARGARET NJERI, Ms. Cheluget reflects on the sweeping reforms that have repositioned the Directorate as a model of service excellence. From streamlining passport processing and implementing Kenya’s new visa-free eTA regime to enhancing staff motivation and rebuilding the institution’s corporate image, her leadership has been anchored in accountability, innovation, and integrity.
This conversation offers rare insight into the strategic mind of a leader who has not only broken barriers but also set a new benchmark for public service delivery in Kenya and across the region.
Below are excerpts of the interview:
PSG: What are the major achievements of Kenya Immigration Services since assuming office in 2023?
In 2023, the Directorate was facing an unprecedented crisis in the issuance of passports. This had negatively impacted on the image of the institution, characterized by: Long queues and congestion in passport application centers, Intermittent breakdown of the old Passport personalization machines (printers), Protracted delays in processing of passport applications and Corruption allegations in passport issuance process.
Under my stewardship, the Directorate has successfully streamlined the issuance of passports. Today, applicants can attest to smooth, transparent and timely processing of passports within 7 days.
Key Strategic Interventions
- Procured and commissioned new personalization machines (passport printers.
- Upgraded the passport issuance infrastructure, including the Servers to ensure passport system stability
- Procured One Million passport booklets to bridge the shortfall in the supply of booklets
- Rebranding – Restructured, refurbished, and rebranded passport application centers in order to improve customer experience, create a better working environment for staff, enhance the corporate image, and decongest application centers.
- Recruited, trained, and deployed an additional 286 staff to bridge the shortage of manpower.
- Further decentralized passport application services by opening of passport application centres in Kericho on 14th March 2024, Bungoma on 31st May 2024, and Garissa on 6th February, 2025.
Also, in line with the Presidential Directive to make Kenya a visa-free nation from January 2024, the Directorate developed and deployed the Electronic Travel Authorization (eTA) system, effective January 4, 2024. The Directorate has promoted officers to boost staff morale through career progression. Motivation is key to enhancing efficient service delivery.
During the period, we have successfully turned around public perception. The Directorate receives positive feedback from clients upon timely service delivery. The Directorate has promoted officers to boost staff morale through career progression. Motivation is key to enhancing efficient service delivery. Also, during the period, we have successfully turned around public perception. The Directorate receives positive feedback from clients upon timely service delivery.
PSG: How is digitization transforming Kenya’s Immigration Services?
The digital transformation agenda directly aligns with our mission to provide efficient, transparent, and accessible services to the public.
The main digital platforms are:
- Ecitizen portal for the application of passports
- eTA system
- Foreign Nationals Management system for permits/passes, extension of Visitors passes, Permanent residence and Citizenship applications and processing.
- Personal Identification Secure Comparison and Evaluation System (PISCES) for border management and operations
Digitization has: –
- Enabled a more user-friendly, convenient, efficient system that enhances the overall experience for both citizens and foreign nationals.
- Streamlined service delivery,
- Reduced processing times,
- Enhanced accessibility of services,
- Improved inter-agency collaboration and
- Enhanced transparency by providing real-time tracking of processes.
- With the complexity of transnational organized crimes, digital systems have enhanced national and global security.
- Enabled faster and more accurate reports that guide policy decisions.
- This aligns with the Bottom-up Economic Transformation Agenda (BETA) on digital transformation and helps set the benchmark for the future of public service.
PSG: You are the first woman to hold this position. What Unique challenges and opportunities has that brought?
Positivity has been a leading light in my career. I have embraced all the experiences of this position as an opportunity to learn. The motivation has been seeing the image of the Directorate turnaround from negative to positive and the satisfaction drawn from testimonies of clients who are grateful for our timely services.
This position provided me with an opportunity to inculcate professionalism within the Directorate and exposed me to a wealth of knowledge and experience in migration management.
PSG: How are you managing long-time illegal immigrants in Kenya?
The Directorate is mandated to control and regulate the entry and exit of all persons at our airports, seaports and land borders.
However, the Security Laws Amendments of 2014 introduced the Coordinated Border Management approach, which is a multi-agency initiative.
The issue of irregular immigration is a complex global security affair, hence the need for a whole-of-government approach. Trafficking in Persons and Smuggling of Migrants are transnational organized crimes that necessitate Kenya to collaborate with regional and international entities in countering the perpetrators and rescuing the victims.
In line with the Global Compacts for Migration, Kenya is committed to enhancing safe, orderly, and regular migration.
The Directorate has adopted a program that encourages irregular immigrants to voluntarily regularize their immigration status. Those who present themselves to our offices are processed to enable them travel safely back to their countries.
The Enforcement and Compliance section of the Directorate facilitates investigations, arrests, prosecutions, and removal of irregular migrants.
The Directorate is in the process of deploying modern border management tools such as IBMS and its attendant components.
PSG: Recognition serves as motivation in every organization and individual career growth. In 2023, you were recognized as the Immigration Woman of Inspiration at the 5th Africa Public Sector Conference and Awards. What are your agency plans in winning at this year 7th Edition?
According to Wole Soyinka, “A tiger does not proclaim its tigritude.”
The positive progress made by the Directorate of Immigration Services during the period under review is evident.
The milestones achieved in migration service delivery I.e, passport issuance, border management, Foreign Nationals Management and issuance of ETA, are a testament to a focused, committed, and steady stewardship as we navigate into the future.
Further, the enhanced efficiency in service delivery, the positive feedback from our clients, and a better image for the Directorate are key indicators.
PSG: If you have three wishes, what would they be?
- God gives us the grace to serve diligently and make a positive impact.
- That we become a blessing to our customers through efficient service delivery.
- That we may partake of the blessings of our hard work.
Leadership is not just about authority; it is about influence, transformation, and commitment to making a difference. And that is the legacy I strive to leave behind.
