Making Service Charters Work for Older Persons: From Compliance to Dignity
Service charters are meant to guide citizens on what services are offered, how they are delivered, and what standards to expect. For older persons, however, many service charters remain inaccessible, unclear, or disconnected from their lived realities. The result is a gap between policy intent and everyday experience.
In a recent team discussion at Ethel Foundation, we reflected on what it truly takes to make service charters effective for older persons in Kenya — not as a formality, but as a tool for dignity, access, and accountability.
Language Is Access
For a service charter to be meaningful, it must be written in a language older persons can understand. While English and Kiswahili are widely used, many older persons are more comfortable with their local languages. Translating service charters into local languages where services are delivered is not a luxury — it is inclusion.
Using simple, plain language matters just as much. A service charter should clearly state what is being offered, without jargon or long explanations. Clarity empowers older persons to know their rights and make informed decisions.
Visibility and Readability Matter
Ageing often comes with visual challenges. Service charters must therefore use readable fonts, appropriate spacing, and clear formatting. Information that cannot be seen or read is information that does not exist for the person who needs it most.
A clear and concise service charter respects time, dignity, and cognitive load — especially for older persons navigating complex service environments.
Timelines, Charges, and Accountability
Older persons need certainty. A service charter should clearly outline timelines for service delivery, whether a service takes days, weeks, or months. Where charges apply, these must be stated transparently and in advance.
Equally important is accountability. Contact details should be visible and easy to access, allowing older persons or their caregivers to seek clarification or raise concerns when expectations are not met.
Real Barriers Older Persons Face
During the discussion, several barriers to effective service access were highlighted:
- Illiteracy and limited ability to read written information
- Language barriers when information is only available in English or Kiswahili
- Visual impairment and declining eyesight
- Mobility challenges due to age, illness, or disability
- Inaccessible buildings, crowded offices, and unfriendly infrastructure
- Limited or no income to meet service charges
These barriers are not individual failures — they are system design failures.
Why Subsidization and Priority Matter
Older persons are senior citizens who have contributed to society over a lifetime. Services such as identity document replacement, medical-related documentation, and legal processes should be subsidized or offered at reduced cost.
Priority service is not preferential treatment; it is reasonable accommodation. Queue-skipping, assisted form filling, urgent processing, and personalized customer care are practical ways to restore dignity and reduce hardship.
Learning from Age-Friendly Practices
There are encouraging examples of age-friendly service delivery already in place. These include offices with ramps and lifts, spacious layouts that accommodate wheelchairs and walking aids, priority handling of applications, and officers who provide personal assistance to older persons without being prompted.
These practices demonstrate that age-friendly services are achievable when institutions choose to design intentionally.
Moving from Policy to Practice
At Ethel Foundation, we believe that service charters should move beyond compliance documents pinned on walls or websites. They should be living commitments — designed with older persons in mind and responsive to their realities.
Dignified ageing begins with systems that listen, adapt, and prioritize inclusion. When service charters are accessible, clear, and accountable, older persons are not just served — they are respected.
As we continue advocating for age-friendly services, we invite institutions, policymakers, and service providers to reflect on a simple question: If you were an older person today, would this service charter work for you?
