Effectiveness of the Nakuru farmers’ call center in linking farmers to agricultural extension stakeholders in Nakuru county, Kenya

Shelmith W. Mucoki, Agnes O. Nkurumwa, Stephen W. Maina


This paper examined the effectiveness of Nakuru Farmers Call Centre (NFCC) in linking farmers to agricultural extension stakeholders in Nakuru County following reports of delays in responding to farmers’ queries and requests by NFCC, provision of low-quality services, and lack of follow-ups. The descriptive survey research design was adopted during the study. The target population was all the 3,473 farmers in Nakuru County who were registered with NFCC and the 4 center experts. A sample of 4 center experts and 110 farmers selected using census, stratified, proportionate, and simple random sampling techniques were involved in the survey. Data were collected using the farmers’ questionnaire and experts’ interview guide. Data were summarized and described using frequencies, percentages, means, and standard deviations. The findings showed NFCC had linked the majority (80.9%) of the farmers to extension stakeholders. The farmers rated linkages with Government/Public extension service providers (M = 4.15, SD = 1.21), agro-dealers (M = 4.02, SD = 1.25), and agriculture marketing services providers (M = 3.54, SD = 1.50) highly while those to agriculture university scientist (M =2.62, SD = 1.67), agricultural NGO’s (M =2.80, SD = 1.50), and research institutes (M = 2.98, SD = 1.46), were low. The overall success of NFCC in linking farmers to stakeholders was rated at M= 3.40 (SD = 0.50). NFCC was successful in linking farmers with government/public extension services providers agro-dealers and agriculture marketing services providers. However, it was not successful in linking farmers to agriculture university scientists. The number of farmers' call centers (FCC) should be increased and the centers are given adequate facilities and staff.  These resources will enable FCCs to provide quality services to a wider section of farmers, link them to stakeholders promptly and make follow-ups as a way of ensuring that farmers have been assisted, thus enhancing their effectiveness. 


Call center; Effectiveness; Linking; Stakeholders


Barber, J., E. Mangnus and V. Bitzer. 2018. Harnessing ICT for agricultural extension. Europe, 91: 31-35.

CoLab, C. 2018. Exploring synergistic solutions for sustainable development 2018. Place Published.

County Government of Nakuru. 2018. Nakuru county integrated development plan 2018-2022. County Government of Nakuru. Place Published.

———. 2021. Nakuru County Government strategic plan of 2022-2025. County Government of Nakuru. Place Published.

Das, G. 2016. Perception of Kisan call centre (Farmer Call centre) by the farming community with their socio-economic variable: A study on Coochbehar District. IRCST international Journal of Advanced Computing, Engineering and Application (IJACEA).

DOALF. 2020. Nakuru County Annual Extension report. Nakuru County Government. Place Published.

Doody, O. and M. Noonan. 2013. Preparing and conducting interviews to collect data. Nurse Researcher, 20: 28-32.

Kathuri. N.J. and A. D. Pals. 1993. Introduction to educational research. Egerton Education Media Center. Place Published.

Kenya National Bureau of Statistics. 2019. 2019 Kenya population and housing census volume II: Distribution of population by administrative units. Kenya National Bureau of Statistics Place Published.

Krell, N. T., S. A. Giroux, Z. Guido, C. Hannah, S. E. Lopus, K. K. Caylor and T. P. Evans. 2020. Smallholder farmers' use of mobile phone services in central Kenya. Climate and Development, 13: 215-27.

Ladele, A. and J. Akinwale. 2016. Challenges of multi-stakeholder partnerships for agricultural support services provision in rice production in Benue State, Nigeria. Nigerian Journal of Rural Sociology, 16: 22-28.

Mahali, D. B., P. Changilwa and J. Anyona. 2019. Influence of students’and lecturers’attitude towards student utilization of learning management systems in selected public universities in Tanzania. African Journal of Emerging Issues, 1: 44-68.

Mapiye, O., G. Makombe, A. Molotsi, K. Dzama and C. Mapiye. 2021. Towards a Revolutionized Agricultural Extension System for the Sustainability of Smallholder Livestock Production in Developing Countries: The Potential Role of ICTs. Sustainability, 13: 5868.

Mozumder, H., M. Mojibul, M. M. Shamsuzzaman, M. Rashed-Un-Nabi and E. Karim. 2018. Social-ecological dynamics of the small scale fisheries in Sundarban Mangrove Forest, Bangladesh. Aquaculture and Fisheries, 3: 38-49.

Nalumu, D. J., H. Mensah, O. Amponsah and S. A. Takyi. 2021. Stakeholder collaboration and irrigation practices in Ghana: issues, challenges, and the way forward. SN Applied Sciences, 3.

NFCC. 2020. Nakuru Farmers Call Centre Annual Report. Nakuru County Government. Place Published.

———. 2021. Nakuru Farmers Call Centre Annual Report. Nakuru County Government. Place Published.

Pousga, S., U. Magnusson, I. Moumouni, G.-K. Dayo, A. Kante and S. Boqvist. 2022. Extension Services for Livestock Keepers in Low-Income Countries-A Low Priority? Animals : an open access journal from MDPI, 12: 726.

Prakash, S. and Y. Kaur. 2022. Sustainable Development Goals and 5P’S. Environment and Sustainability Volume IV: 116.

Rajasri, M., S. Hemalatha, K. Suresh, K. V. K. Kumar, Y. Suneetha and M. L. Reddy. 2013. Role of farmers' call centre (FCC) in technology transfer to farmers of Andhra Pradesh, India: a case study on rice pests, diseases and PGPR. Asian PGPR Society for Sustainable Agriculture. Place Published. pp.517-31.

Rose, D. C., R. Wheeler, M. Winter, M. Lobley and C.-A. Chivers. 2021. Agriculture 4.0: Making it work for people, production, and the planet. Land Use Policy, 100: 104933.

Sadan, V. 2017. Data collection methods in quantitative research. Indian Journal of Continuing Nursing Education, 18: 58.

Saravanan, R. and S. Bhattacharjee. 2014. Mobile phone applications for agricultural extension in India. Mobile Phones for Agricultural Extension: Worldwide mAgri Innovations and Promise for Future.(Edited by Saravanan, R): 1-75.

Sutherland, L.-A. and P. Labarthe. 2022. Introducing ‘microAKIS’: a farmer-centric approach to understanding the contribution of advice to agricultural innovation. The Journal of Agricultural Education and Extension, 28: 525-47.

Taherdoost, H. 2016. Validity and Reliability of the Research Instrument; How to Test the Validation of a Questionnaire/Survey in a Research. SSRN Electronic Journal.

van Dijk, M. P., G. Limpens, J. G. Kariuki and D. de Boer. 2022. Telephone farmers and an emerging ecosystem are unlocking the hidden middle of agricultural value chains in Kenya through innovation. Journal of Agribusiness in Developing and Emerging Economies.

Waiswa. 2021. West Nile region in Uganda Linkages. Market linkage and access to market Information. UN Capital Development Fund. Place Published.

Full Text: PDF

DOI: 10.33687/ijae.010.03.4415


  • There are currently no refbacks.

Copyright (c) 2023 Shelmith W. Mucoki

Creative Commons License
This work is licensed under a Creative Commons Attribution-NonCommercial 4.0 International License.