Investigation into the factors affecting service delivery at the road transport department of Kenya Revenue Authority
Kiptoo, Alice Kasyoka
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Citizens served at Road Transport Department (RTD) of Kenya Revenue Authority have been complaining about delays in service delivery. Delays in essential processes at RTD has led to the general public, businessmen and traders accusing the department of failure to adhere to the commitment made in the service charter. Although the department has in the recent past put in place several measures to ensure that service delivery to its customers is timely and of high quality, nothing has changed. In fact, statistics have shown tremendous increase in number of public complaints relating to delays in processing of motor vehicle ownership documents (logbooks) and drivers licences. According to Mwangi (2007), 51 percent of citizens who seek services from the department complain on the poor services offered due to delays in getting logbooks and drivers licences. These complaints have greatly tainted the public image of the department. This research project therefore investigated the factors affecting service delivery at the department with the objective to establish the extent to which the factors in the available literature influence provision of services at department. The study adopted descriptive research design and the target population was the 150 employees working in Nairobi office. A sample population of 50 respondents was obtained using stratified random sampling method. Data was collected using a structured questionnaire which was administered by dropping to the respondents and picking later. The data collected was analyzed using both qualitative techniques (especially content analysis) and quantitative techniques (especially descriptive statistics and regression analysis as the inferential statistics with the aid of the SPSS package. The report is presented in terms of tables. The results of the study shows that all essential motor vehicle related services except; dispatching MY logbooks and replacement of Motor Vehicles number plates, were not delivered within the time stipulated in the RID service charter. It also found that service delivery at RTD was affected by inadequate staff to provide services to customer, inadequate training and lack of staff motivation. It was established that service delivery is highly influenced by ineffective use of information technology, the too many steps in approval of licences, and bureaucratic controls, and lack of logistics support. The results further lead to the conclusion that in as much as the Road Transport Department has initiated reform measures in the last four years ,the service delivery is still below the expected standard. The study also concludes that despite the adoption of information technology by RTD in the processing of motor vehicle related documents, this technology is inappropriate as it combines manual processes leading to duplication of efforts. Lastly, the study concludes that the staff deployed to process logbooks and drivers licences is inadequate but competent. The study recommends that the KRA should increase the staff deployment at the department and enhance training to motivate them. The RTD should also automate all processes and reduce the steps for approvals of documents for efficiency. If possible, RTD should decentralise its operations for processing of logbooks and drivers licences to the counties. More studies need to be carried out in this area especially to investigate the effects of organisation policies change on service delivery; evaluate the Effects of staff training on effectiveness of service delivery, Asses the effects of decentralisation Processing of MY documents and licences on service delivery.