Operational Strategies and Service Delivery in Huduma Centers (A Case Of Mombasa Huduma Center Mombasa County, Kenya)

Abstract

Most reform programmes in the public sector that have been taking place in many developing countries over the last three decades are some of the structural adjustment programmes introduced by the world bank dating back to 1980s.These structural adjustment programmes (SAPs) never considered factors like capacity building, continuous innovation, customer centricity, interconnected government and how their mix as a strategy in public management would bring about the long awaited new dawn in public service delivery.The purpose of this study is to investigate Operational strategies and service delivery in Huduma centre Mombasa, Kenya. The study has been guided by the following specific objectives: to establish the influence of Customer-centricity on service delivery,to determine the influence of interconnected Government on service delivery,to assess the influence of capacity building on service delivery and to establish the influence of continuous innovation on service delivery.This study is useful to heads of both National and county governments, parastatal heads and chief executive officers of public institutions in coming up with best public management practices that will greatly help to improve quality and how efficiently public services are delivery throughout all levels of civil service. The study has utilized the following theories, Kurt Lewin’s Change Management Model and Kotter’s 8-Step Change Management Model. The research was carried out through a census survey and all the 85 employees working at Huduma center, in Mombasa County, Kenya were targeted. The main data collection instrument was a structured employee questionnaire. The questionnaire’s reliability was tested and proven by use of Cronbach alpha coefficient. A representative sample of 15 members of staff working in Huduma center Mombasa was selected for a pilot study. This pilot study would not form part of the actual study in that piloting in the same area is meant to ensure similarity in environmental conditions as those of the main study. The questionnaire that was to be used as an instrument in the study met a reliability threshold of alpha ≥ 0.70.Once data from the targeted respondents was collected, it was examined for completeness, cleaned and coded for ease of analysis. The coded data was then entered into the computer and analyzed with the aid of the Statistical Package for Social Scientists (SPSS) Version 22. The model that was used to indicate the extent to which each independent variables affected Huduma centre’s management strategy on public service delivery was the multiple linear regression.