Determinants of Service Delivery in Public Sector: A Case Study of Huduma Center in Nairobi City County

Abstract

This research pursued to study the determinants of public service delivery, focusing on strategic direction, influence of strategic location, existence of evaluation framework, and influence of employee practices. Assessment of the determinants of service delivery in public sector using Huduma Centre in Nairobi City County as a case study was the principal objective of the study. Four main objectives guided the study; to assess how strategic direction affects determinants of service delivery at Huduma Centre, Nairobi City County, to determine the effect of strategic location on determinants of service delivery at Huduma Centre, Nairobi City County, to determine existence of evaluation framework on determinants of service delivery at Huduma Centre, Nairobi City County, and finally to assess the influence of employee practices on determinants of service delivery at Huduma Centre, Nairobi City County. Huduma Center was selected by the researcher as the best example of a public enterprise that was set up to bring sanity in the public service sector. Further, theories used in this study are: Upper Echelons theory, Program theory, and Universalist theory. The study employed the use of semi-structured questionnaires. Quantitative and qualitative analysis were used as techniques for data analysis. Qualitative data was analysed using thematic grouping and content analysis while the SPSS tool was used to analyse quantitative data. The study concludes that; strategic direction, strategic location, existence of evaluation framework and employee practices affect service delivery at Huduma Centre, Nairobi City County. The research study made the following recommendations; the management of the Nairobi Huduma Centre should ensure that all the customer service tellers are utilised to enhance efficiency of services delivery, there should be an open policy that allows the staff to interact with the management and there should be enforcement of strict anti-corruption policy at Nairobi Huduma Centre.