Nairobi, Feb. 13 -- A portrait of frustration and anger. That is the image that comes to mind when you listen to a cross-section of Kenyans about their experiences with the new method of paying for government services via the eCitizen platform.

From numerous repeat trips due to the slow processing of driving licences to inconveniences over delayed loading of medical payments, some Kenyans are seething over the new way of accessing government services.

One of the frustrated Kenyans is Faith Kigen, a resident of Samburu. On February 6, she paid Sh3,600 to the National Hospital Insurance Fund (NHIF) for her mother's medical cover through the M-Pesa eCitizen PayBill number, 222222. It took two days for the payment to be validated. She could...