Enhancing Service Delivery in Public Sector by Leveraging on Digital Transformation: A Case of Kiambu Level Five Hospital
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Date
2024-09
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Reviewed Journal of Social Science & Humanities
Abstract
In the publ
ic sector, the main goal of service delivery is to make sure that people can get to and use important
tools and services in a way that meets their needs. Service delivery is very important in the healthcare field,
especially in state hospitals, because it
has a direct effect on how well patients do and on the health of the
people as a whole. Digital change has a big effect on service delivery because it lets companies use flexible
organizational structures and connect digital business communities. The goal
of this study was to look into
how going digital has changed the way services are provided at Kenya's Kiambu Level 5 hospital. The study
looked at how customer relationships, growing skills, and constant improvement affect the digital change
process. Resou
rce
-
based view,
identify, distinguish, connect, and modify theories, as well as dynamic
capability theories, were used to guide the study. Based on a detailed study approach, the study was carried
out. The target group was made up of 282 Kiambu Level 5 hos
pital workers. A group of 165 individuals was
used as a sample. Structured surveys and an interview plan were used to gather the data. The study looked at
how accurate and reliable research tools were. Descriptive statistics and regression analysis were us
ed to
look at quantitative data. Content analysis, on the other hand, was used to look at qualitative data. A strong
link (r=0.822, p<.001) was found between the digital change factors and service performance. The study
found that the three digital transfo
rmation factors can explain about 66.9% of the differences in service
performance. Continuous growth (p<.001) and customer interaction (p<.001) were both important. The study
found that going digital has a big and good impact on service delivery at Kenya's
Kiambu Level 5 Hospital,
mainly through bettering relationships with customers and always making things better. The study said that
Kiambu Level 5 Hospital should use digital tools to try to keep customers they already have. It was also
suggested that the
hospital spend money on digital technology to make the hospital more productive and find
technology that guarantees on-ti
me delivery of health services.
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Citation
Wachira, P. W., & Kandiri, J. (2024). Enhancing service delivery in public sector by leveraging on digital transformation: A case of Kiambu Level Five Hospital. Reviewed Journal of Social Science & Humanities, 5 (1), 481 – 500.