The relevance of in service training in Kenya’s public sector the case of the department of National Registration Bureau
Nang'ole, Leornard K.
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The aim of this study was to analyze the relevance and impact of in- service training programmes on the performance of employees of the department of National Registration Bureau (NRB). The decision to carry out a study in this area was informed by incessant desire and curiosity of stakeholders to ascertain if civil service in-service training programmes added any value to services provided to members of the public. Induction, skills and managerial training which are the main types of government in-service training in Kenya are acknowledged by management experts to be critical to provision of effective and efficient services. The government for example spent Kenya Shillings 28 million in the last three financial years to fund training of employees of the National Registration Bureau. In spite of the trainings that were undertaken ,there were persistent complaints by members of the public and public oversight agencies that there weren delayed services, poor interpersonal skills, poor supervision of staff, unresponsiveness, discrimination, lethargy, failure by some officers to grasp their basic roles and making of wrong decisions. The existence of the above complaints made it necessary for a study to be carried out to ascertain what may have gone wrong with government in-service training programmes which are normally aimed at addressing the issues complained of . The study specifically sought to find out the relevance of inservice training on staff attitude and efficiency and the relationship between in-service training and customer satisfaction in the department of National Registration Bureau. The study was based on Donald Kirkpatrick's training and evaluation theory which focuses on trainees' reaction, increase in knowledge, behaviour change and capacity building, and results attributed to training. The study also reviewed literature on in-service training at the local and intemationallevel to identify gaps that required to be filled. Questionnaires and observation were used to collect primary data from respondents. Data was analyzed with the help of Statistical package for Social Scientists (SPSS) and Microsoft Excel software and interpreted and presented using frequency tables, percentages, bar graphs and pie charts. The study was organized in five chapters, with chapter one dealing with the introduction and background to the study and while chapter two dealt with literature review. Chapter three dealt with research methodology which included the target group, data collection and analysis. Chapter four presented the findings and interpretation of the study which were organized according to the objectives of the study. Summaries of the findings, conclusions and discussions and recommendations were presented in chapter five. The highlights of the findings were that in-service training had led to performance improvement and improvement in staff attitude, efficiency and customer satisfaction. The study equally found that in-spite of the apparent ability of in-service training programmes to transform the overall performance of the department, there were a myriad of challenges that had hampered the full realization of the benefits of in-service training. The key ones were inadequate funding, favouritism in selection of trainees and inadequate training opportunities .The conclusion of the study was that in-service training was relevant to staff attitude, efficiency and customer satisfaction. The study recommended that provision of adequate funding, avoidance of favouritism and provision of adequate training opportunities would go a long way in addressing the challenges that the department was facing.