Balanced Score Card and Service Delivery at National Health Insurance Fund in Mombasa County, Kenya
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Date
2019
Authors
Intiswar, Mohamed Said
Rugami, James Maina
Journal Title
Journal ISSN
Volume Title
Publisher
IJCAB Publishing Group
Abstract
The Public sector plays a critical role in the effective delivery of public services that are
essential to the functioning of a state economy. The service delivery in the public sector has
been noted to be ineffective due to self-interest service from the public sector officers, unlike
the private sector, where focus is primarily on shareholder value. The study examined the effect
of the balanced scorecard and service delivery at the national health insurance fund in
Mombasa County, Kenya. The specific objectives of the study were to determine the effect of
the financial perspective of the balanced scorecard, the effect of customer perspective of the
balanced scorecard, the internal business perspective of balanced and examine the effect of
innovation and learning perspective of balanced scorecard on service delivery at national
health insurance fund in Mombasa County. The study is anchored on Balanced score card
model and agency theory. The study adopted a descriptive survey research design that depicts
the attributes of a specific circumstance, occasion, or case. The targeted population of the
study was 158 and the respondents were senior managers, middle level managers, lower level
managers and the support staff working at national health insurance fund in Mombasa County.
The study finds that the balanced scorecard improves systems of the cost structure, the
organization creates more revenue opportunities, net shareholder value is maintained and the
asset is well utilized. Additionally, it can be concluded that most employees are delighted with
the financial evaluation process by use of the balanced scorecard. The study found a positive
relationship between the balanced scorecard components namely customer focus, financial
perspective, customer perspective, internal business perspective, innovation, learning aspect
and service delivery. The study concluded that customer focus to enhance the service delivery
could be through implementing customer satisfaction measures, implementing customer
service charter, maintaining product functionality, maintaining customer relationship
management and maintaining customer loyalty. The study recommended that the need for
NHIF to achieve the balanced scorecard to be able to track financial results while
simultaneously monitoring progress through building the capabilities and as well acquiring
the intangible assets they would need future growth. Also, the study recommended the
organization to consider the issue cost minimization strategy to enhance the service delivery
to the customers. In addition to that, there is a need to have a permanent solution to steady
funds to be able to meet its obligations. The study further recommended that the organization
to embrace the balanced scorecard and will help improve communication between the
management and customers thus improve on the quality service hence satisfy the needs of the
customers.
Description
An Article Published in International Journal of Current Aspects
Keywords
Balanced Score Card, Financial perspective of balanced scorecard, Customer perspective of balanced scorecard, Business perspective of balanced scorecard, Innovation and learning perspective of balanced score card, Service Delivery
Citation
Intiswar, M., & Rugami, J. (2019). Balanced Score Card and Service Delivery at National Health Insurance Fund in Mombasa County, Kenya. International Journal of Current Aspects, 3(VI), 251-270. https://doi.org/10.35942/ijcab.v3iVI.88