Like most Kenyans, I have been the unwilling recipient of harrowing service experiences in the hands of public officials. In fact, the service reputation of officers in government departments such as the various lands registries is well documented as nothing short of legendary, albeit in the wrong direction. Excellent service is the exception to the rule in many public offices.
The levels of customer service in some of the lands registries are so inadequate, that many clients believe that to get anything done, they need to "know somebody." That's just that the way life is, they reason.
In a sense, I can understand where such clients may be coming from. These long-suffering consumers of public services intuitively sense that they are up against the entrenched, mostly negative cultures that our public officers at the grassroots level are infamous for.
But I doubt that things were always that way.