The effects of rapid results initiatives on service delivery in the civil service of the republic of Kenya (A Case of Ministry of Interior and Coordination of National Government, Mombasa County)
Chepoton, Solomon Kitiyo
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The study sought to find out the effects of Rapid Results Initiatives (RRI) on service delivery in the civil service of the republic of Kenya. The research covered Mombasa County which comprises of four Sub Counties namely; Likoni, Changamwe, Kisauni and Mombasa and basically focused on the employees of the departments of Coordination of National Government, the National Police Service and Registration of Persons which fall under the Ministry of Interior and Coordination of National Government. The period of investigation stretched from August 2006 when the implementation of RRI commenced in the Ministry of Interior and Coordination of National Government to 2013. The study is important because the Government had undertaken to introduce results focus in service delivery within the public sector through implementation of RRI to address discontent among the members of the public because of unsatisfactory service delivery. Therefore, there is need to establish the effects of Rapid Results Initiatives on quality, effectiveness and efficiency of services delivered to the members of the public. The findings of this study will inform the policy makers at the Ministry if RRI programme is having positive effects on service delivery. The study employed descriptive research design where a sample size of 94 respondents was involved in the gathering of data. The respondents were selected through stratified random sampling from a target population of 940 respondents. The data was sourced through questionnaires. Collected data was sorted, cleaned, coded and analyzed by the aid of statistical package of social scientist programme (SPSS).The data was tabulated, analysed and presented in form of tables, pie charts, and figures. The study found out RRI had positive effects on service delivery. Most respondents (43.5%) agreed that establishment of anti-corruption plans and boxes improved service delivery and reduced corruption cases. 58.7% agreed that security had improved and 82.7% agreed that customer care desks had contributed to improved service delivery. 77.6% agreed that service charters had been instrumental in enabling members of the public to be aware of services offered and 60.8% agreed that complains and suggestion boxes enabled the heads of departments to get feedback from the members of the public. 80.5% agreed that setting of realistic targets influenced service delivery positively while 73.9% agreed that training led to improved service delivery. A majority of respondents (75%) agreed that Performance Appraisal System contributed to enhanced service delivery and 73.9% said that work plans contributed to improved service delivery. A majority of respondents (41.3%) agreed that the corruption cases had dropped since the introduction of RRI while 80.4% agreed that queues had become shorter with the introduction of RRI. Most respondents (75%) agreed that the complaints raised by the members of the public against civil servants had reduced since the introduction of RRI. The choice of appropriate thematic areas, setting of realistic targets, staff training, monitoring and measurement influenced service delivery positively. The study recommends that more sensitization forums should be held on service charters. It also recommends that targets set should not be so many and that more training should be conducted focusing on all employees. Also recommended is facilitation in terms of transport, conducive working environment, tools and equipment.