For months, thousands of Kenyans have waited anxiously for a simple message: your document is ready.

On Thursday, Huduma Kenya said that message will now come directly — by phone call or text — and only from two official numbers.

In a public notice issued on February 12, the government agency announced that applicants for national identity cards, smart driving licences and birth certificates will receive communication once their documents have been processed.

“We will send you a text and also call you from our contact centre only through 1919 or 0206900020 to bring you your document,” Huduma Kenya said.

The agency urged Kenyans to save and recognise the two numbers. The aim, it said, is to make collection smoother and to shield applicants from fraudsters who often prey on those waiting for government documents.

A growing backlog

The announcement follows concerns over a mounting backlog.

Two weeks ago, Huduma Kenya revealed that about 260,000 processed documents had not been collected from centres across the country. The figures included 132,083 national ID cards, 88,963 smart driving licences and 40,615 birth certificates.

Huduma Kenya’s Chief Executive Officer, Ben Kai Chilumo, appealed to applicants to collect their documents without delay.

“These documents belong to citizens who successfully applied and were duly processed. We encourage them to collect them at their earliest convenience,” he said, noting that uncollected papers are straining storage space and slowing operations.

For many Kenyans, delays in obtaining identification can carry real consequences. An ID card is required to register as a voter, open a bank account, secure formal employment and access many public services.

Registration drive

The notice also comes a day after the Ministry of Interior announced a phased national ID registration drive.

In a statement on February 11, the Ministry said the exercise would expand across the country to ensure that young people turning 18 can obtain identification more quickly.

“Identity is also the gateway into democracy,” the government said. “With an ID, citizens can register as voters and participate in choosing leaders at every level, from President to Member of County Assembly.”

Civil society groups have long argued that timely access to identification is essential for full participation in public life, especially in marginalised communities where delays have historically been more common.

At Huduma Centres in Nairobi and other towns, applicants often queue for hours. Some say clearer communication would ease anxiety and reduce unnecessary visits.

By committing to direct calls and texts from verified numbers, the government hopes to restore confidence — and clear shelves stacked with documents waiting for their owners.

For now, the message is simple: if you applied, watch your phone. But only answer if it rings from 1919 or 020 690 0020.