The Kenya Wildlife Service (KWS) has moved forward to calm rising concerns from tourists and industry players following the rollout of its new digital payment platform — KWSPay, introduced under the upgraded eCitizen system.
The agency’s clarification comes amid mounting questions about new transaction charges, exchange rate applications, and system accessibility after the abrupt migration from the old eCitizen platform.
In a statement , KWS emphasized that KWSPay marks a major leap toward efficiency, transparency, and convenience in the way visitors book and pay for park entry and other wildlife services. The system officially went live at 6:00 p.m. on November 1, 2025, bringing with it an expanded range of payment options — M-Pesa, bank cards, bank transfers, and a digital eWallet.
“We acknowledge the concerns raised by stakeholders and members of the public during this transition. However, this upgrade is designed to deliver a more seamless, secure, and user-friendly experience for both local and international visitors.”said KWS Director General Prof. Erustus Kanga.
Under the new system, transactions will apply a monthly U.S. dollar exchange rate pegged to the Central Bank of Kenya (CBK) rates. KWS explained that this policy will shield service providers from inflation, currency fluctuations, and interbank costs — ensuring payment stability over time.
The exchange rate will be reviewed and published monthly on the KWS and KWSPay websites for public reference.
In addition, a nominal administrative fee per transaction — previously gazetted under Notice No. 17422 of December 22, 2023 — will remain in effect. A 5% gateway fee, approved by the CBK, has also been introduced to support system maintenance and operational costs.
KWS further clarified that bank card payments may attract an extra charge of up to 3.5%, depending on the user’s card service provider.
Despite initial pushback from tour operators and park visitors, KWS insists that the move will ultimately enhance accountability and convenience.
“The new system aligns with government efforts to digitize public services and improve the ease of doing business,” said Prof. Kanga.
He added: “We are committed to continuous improvement and welcome feedback from all users to refine the experience further.”
His counterpart, Ambassador Isaac Ochieng, MBS, Ndc (K) — the Director General of eCitizen Services — echoed the sentiment, noting that KWSPay strengthens Kenya’s digital infrastructure by integrating government payment systems under one secure platform.
Tourism remains one of Kenya’s top foreign exchange earners, and park entry payments form a crucial part of the sector’s ecosystem. By shifting to a more modernized system, KWS aims to cut bureaucratic bottlenecks, curb revenue leakages, and ensure a smoother experience for travelers planning visits to Kenya’s national parks, reserves, and sanctuaries.
