Efficiency in Action: UN Kenya Shares Progress One Year Into Common Back Office Operations

United Nations in Kenya has released its first annual Kenya Common Back Office (KCBO) Efficiency Report, offering an in-depth look at how shared operational services are transforming the way the UN delivers results across the country.

The report captures the evolution of the KCBO over its first full year of implementation, spotlighting the scale of collaboration, service uptake and innovation achieved by 80 UN entities working in and from Kenya.

“Our newly launched Kenya CBO Efficiency Report is a testament to the 80 UN Entities operating from Nairobi and their joint hard work as pioneers in advancing the Secretary-General’s Efficiency Agenda—an agenda that has only grown more vital in the context of UN@80—and it underscores how our collective efforts are not only transforming operations to bring further efficiency and innovation but also driving meaningful contributions to the Sustainable Development Goals across Kenya” 

Dr Stephen Jackson, UN Resident Coordinator in Kenya.

A Year of Tangible Gains

Since its operational rollout in January 2024, the Kenya CBO has delivered over 98,000 service requests, representing both legacy services and new offerings across HR, procurement, ICT, logistics and finance. With 100% participation of all UN entities in Kenya now confirmed through Service Level Agreements, the system is fully embedded and functioning at scale.

While efficiency gains vary by agency, early indicators show encouraging results. The Food and Agriculture Organization (FAO) reported the equivalent of two full-time roles in workload savings and UNICEF recorded USD 8,000 in cost efficiencies due to streamlined billing mechanisms.

The introduction of recruitment rosters, with over 722 vetted candidates across 65 job profiles, has significantly reduced time and effort for hiring across the UN system in Kenya. Investment from UNON alone in personnel, digital infrastructure and workspace totalled over USD 1 million, underlining a strong commitment to long-term transformation.

Contributions Beyond the Back Office

KCBO's impact extends beyond operations. Its services have contributed to 13 Sustainable Development Goals, including improved health and well-being (SDG3), gender equality (SDG5), climate action (SDG13) and responsible consumption (SDG12). Environmental initiatives include solar-powered buildings and waste reduction efforts at the UN Gigiri Complex, aiming for full energy neutrality within a decade.

Joint Medical Services, gender-inclusive HR facilities and SDG-linked procurement protocols are just a few ways the KCBO is helping embed sustainability and inclusivity in UN operations.

Innovation and Client Focus

The KCBO model places strong emphasis on innovation and user experience. The Kenya Service Hub, developed by UNON in collaboration with ESCAP, serves as a one-stop digital gateway for accessing services across UNON, UNICEF and WFP. Real-time KPI dashboards, an improved billing centre and Inspira extensions for local recruitment are among the tools enhancing transparency and performance tracking.

Regular client feedback through workshops, surveys and digital platforms has helped shape continuous improvements, with satisfaction levels reaching over 93% for key service areas like ICT and facilities management.

Eyes on the Future

Looking ahead, the KCBO team is prioritising better communication strategies, expanded digital engagement and refined costing mechanisms to ensure affordability and accessibility of services. Plans are underway to relocate most CBO service units into newly configured spaces in Gigiri, further enhancing the “one-stop shop” experience.

In a time of global financial pressure and growing demands on the UN system, the KCBO shows that efficiency and impact can go hand in hand—when backed by leadership, innovation and collective resolve.

Explore the full 2024 Kenya CBO Efficiency Report here.