Change Management Strategies and Service Delivery in the Judiciary: A Case of Milimani High Court in Nairobi County, Kenya
Ochieng, Lavenda Awuor
MetadataShow full item record
The Judiciary of Kenya is one of the institutions where complaints about its service delivery have been on the rise despite the various reforms that have been instituted in it. The most prevalent complaints included slow service, missing files, corruption, delayed rulings, delayed orders among others. Paradoxically, this happens when there has been an increment in the changes instituted in the Judiciary to enhance service delivery. This necessitates an interrogation into the change management strategies in the Judiciary and their influence on service delivery in the institution. This has seldom been researched. There is therefore insufficient insight in existing literature to explain the influence of change management strategies on service delivery in Kenya’s Judiciary which was investigated in this study focusing on the case of Milimani High Court in Nairobi. The research sought to interrogate the influence of: planning strategy; communication strategy; leadership strategy and stakeholders’ engagement strategy on service delivery in the Milimani High Court from a target population of 90 respondents. The research was theoretically informed by Kotter’s Eight Step Change model and the SERVQUAL model. The study adopted descriptive survey design. Prior to data collection, a pilot test of 9 respondents was done at the Milimani Law Courts to help establish the questionnaire’s reliability and validity, after which the main data collection commenced. Data analysis was done based on descriptive statistics including frequency distribution, percentages, mean together with standard deviation. Regression analysis and correlation analysis too were used. Results indicated that a plan is developed before any change is instituted. Respondents also asserted that information shared by Judiciary on changes implemented is reliable and relevant and that the top leadership in the Judiciary is always committed to ensure the success of any change instituted in the Judiciary. They agreed that there is adequate stakeholders’ engagement when instituting and implementing change in the Judiciary. The research concluded that planning strategy and communication strategy in change management significantly influences service delivery positively but leadership strategy and stakeholders’ engagement strategy have insignificant influence. Part of the recommendations of the study is that the government through the Treasury must increase the amount of money allocated to the Judiciary in national budgets to that the Judiciary has sufficient funds for making adequate budgetary allocation for implementation of needed change in the Judiciary. Significance of this research include among others, benefitting the Judiciary in understanding how change management strategies impact on service delivery in the Judiciary. Other arms of government and other constitutional offices can also acquire insights in managing strategic change as government reforms continues across different sectors and revamp service delivery to its customers.