KWS and eCitizen address concerns over new KWSPay payment system

In a joint statement issued by KWS Director General Erustus Kanga and eCitizen Services Director General Isaac Ochieng, the two agencies assured users that the transition from the old eCitizen platform to the new system is intended to enhance efficiency, transparency, and flexibility in paying for conservation fees and other KWS services.

The clarification comes amid questions from tour operators and park visitors following the rollout of the new system, which coincides with the implementation of revised park entry charges that took effect on October 1, 2025. 

According to the statement, the upgraded KWSPay system offers multiple payment options, including M-Pesa, bank cards, bank transfers, and an eWallet, with the new features becoming active from Saturday, November 1 at 6:00 p.m. 

Detailed user instructions have been provided on both the KWS website and the eCitizen portal to guide users through the updated process.

The two agencies further explained that all transactions will apply a monthly U.S. dollar exchange rate aligned with the Central Bank of Kenya (CBK) rates, in addition to facilitation charges meant to cushion the service provider against inflation, currency fluctuations, and interbank costs.

The applicable exchange rate will be reviewed and communicated monthly on the KWS website and KWSPay portal.

A nominal administrative fee per transaction will continue to apply as outlined in Gazette Notice No. 17422 of December 22, 2023.

Additionally, a 5 per cent gateway fee has been approved by the CBK to support system maintenance and operational costs, while card payments may attract additional provider charges of up to 3.5 per cent.

"KWS and eCitizen remain committed to providing efficient, transparent, and customer-friendly payment services that improve access to Kenya's national parks, reserves, and sanctuaries under KWS management," the statement read in part.

The two institutions welcome continuous feedback on the new upgraded system to improve service delivery."