Effects of merging government services for service delivery in public sector in Kenya: the case of huduma centre, Nairobi city country
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Date
2016-12
Authors
Munyua, Nicholas
Journal Title
Journal ISSN
Volume Title
Publisher
Kenyatta University
Abstract
Mergers are hereby undertaken as a form of government intervention to reduce costs and
improve service delivery. Mergers are also meant to increase stakeholder value and be
prepared to deal with competition decisively. It can be as a result of advancements in
technology and the increasing socio-economic pressures. Organizations are exposed to
changes in markets, technology, regulatory framework, social environment, competitors
which require them to respond timorously. Poor performance by the organizations and high
employment costs can lead to change or restructuring. The organizations have to be prepared
through the change process. Employees want to be associated with organizations which are
forward-looking and open about any changes to their employees. A key purpose of
government is to promote the well-being and quality of life of citizens and communities,
through effective, accountable representation, and efficient performance of functions and
delivery of services. Devolved governments have certain advantages over more centralized
organizations. Many public services can be delivered best through locally-based bodies that
are responsive to local needs and circumstances. Local responsibility and accountability,
subject to overall standards and oversight, can help to achieve good performance, with
greater commitment and ownership than is likely through centralized organizations. Kenya
has in the recent past brought services closer to its citizens through the merging of its services
to Huduma centers in each county. Although not all Huduma centers are operational, most of
the counties have enjoyed the convenience and flexibility of the services from these centers.
Despite the benefits, Huduma centers have also brought with them a number of hurdles on
employees, service delivery and citizens. This research, therefore, aimed at evaluating effects
of merging government's services on service delivery. This study considered the case of GPO
Huduma center in Nairobi and the researcher was Nicholas Munyua and was guided by The
New Public Management Theory and The Theory of Mergers. The study targeted managers,
Heads of Departments, customers and junior staff from the various sections in GPO Huduma
center. The sample size for the study was 297 customers and 127 employees. The study used
questionnaires; interviews and secondary sources to add more objectivity to the study. Data
was presented in tables, charts and graphs. Data was further analyzed through use of SPPSS
and Microsoft excel. Reliability and validity of the data was ensured through piloting and use
of statistical tests (chi and t tests) which tested independence and relationship between the
study variables. The study established that there exists a relationship between mergers and
service delivery in the public sector. In addition, merging government services through the
Nairobi GPO Huduma Center has created efficiency and saved greatly on cost, time and
customer satisfaction aspects. The study concluded that proper budget allocation is crucial in
ensuring that the transitional challenges experienced through government mergers are curbed.
Budget allocation ensures that resources are put in the right use and also diversion of
resources to areas that are not of priority is prevented. . The government was found to be
taking advanced steps to ensure that technology in terms of software, hardware, systems and
other ICT equipment’s were properly utilized and improved. The study recommended that
there should be close monitoring of systems to reduce failure of equipment’s that are
necessary in the provision of government services and employees should undergo progressive
training to ensure that they are updated with the emerging technologies in the GPO Huduma
Center.
Description
A Research Project Submitted to the Department of Public Policy and Administration in Partial Fulfilment of the Requirements for the Award of the Degree of Master of Public Policy and Administration, Kenyatta University