Strategic Initiatives and Service Delivery in Kericho County Government, Kenya
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Date
2021
Authors
Jeptepkeny, Kipkisut Vicky
Journal Title
Journal ISSN
Volume Title
Publisher
Kenyatta University
Abstract
Quality of life in a country is greatly determined by the services delivered. Just like in business, customers, citizens of a country have the right to better services to meet their needs. Globally, governments are faced with the challenge of delivering satisfying services thus dictating the application of various management initiatives to redirect focus on revamping the public sector to address growing dissatisfaction. The government of Kenya appreciates the need for effective service delivery, although there are problems in services delivery in terms of quality, accountability, infrastructure, efficiency and complains in the county governments, especially in Kericho County. The main objective of the current study was to find out effect of strategic initiatives on service delivery in Kericho County Government. The specific objectives were to find out the influence of strategic leadership; determine the influence of public participation; establish the influence of resource integration; and assess effect of strategic orientation on service delivery in Kericho County Government. The study provides Kericho County Government room for more service to be devolved. The findings provide information on improvement of service delivery through policy making enhance strategic leadership, public participation, resource integration and strategic orientation. Theories used were; Classic 4-step approach model, resource-based view model, agency theory, and the transformation theory. A descriptive research design was used in this investigation. The target population was 170 staff of Kericho County government. Thirty percent of the target population was the sample size (51 respondents) and stratified random sampling was used which made it possible to select respondents from various categories of staff. Primary data was collected using a structured questionnaire whereas secondary data was gathered from documented materials. The data was analyzed using inferential and descriptive statistics with the aid of statistical package for social sciences. Content validity was achieved through the assistance of supervisor assessing the questions in reference to the conceptualized variables. Reliability of the research instrument was tested using Cronbach’s Alpha and the relationships, among the variables were established using regression analysis. The research findings were presented using graphs, tables, and charts. The results revealed that strategic leadership had significant effect on service delivery. The employee capabilities, development of organization culture and ethical practices of strategic leadership contributed in improving service delivery. Public participation had positive significant effect on service delivery. However, there was low public participation leading to low feedback. The results also indicated that financial resources were inadequate for effective service delivery. Nevertheless, the County Government offices were somewhat equipped to deliver services to the public. Therefore, resource integration had positive significant influence on service delivery. Strategic orientation had a positive significant effect on service delivery. However, there was low investment in technology as well as insufficient budgetary allocation on technology. It was concluded that strategic leadership, public participation, resource integration and strategic orientation had positive statistical effect on service delivery. The study recommended that Kericho County Government should improve policies and procedure to enhance human resource capacity building, improve citizen participation in interaction and evaluation and provision of sufficient budget for technology.
Description
A Research Project Submitted to the School of Business in Partial Fulfillment of the Requirement for the Award of Degree of Master of Business Administration (Strategic Management) of Kenyatta University, November, 2021
Keywords
Strategic Initiatives, Service Delivery, Kericho County Government, Kenya