Work environment and public service delivery of huduma centres in Kenya

Abstract

This study set out to investigate whether Huduma centres are a success in eliminating corruption, petty bureaucracy and inefficiency in public service delivery (PSD). The study focused on influence of work environment on PSD of Huduma centres in Kenya and the mediating variable of government policies on PSD. The study anchored on Hertzberg two-factor theory, SERVQUAL model and New Public Model. Descriptive research design was used. Target population was branch managers of 52 Huduma centres, 1456 supervisors and 1456 public customers from government ministries offering public services in huduma centre branches. Multi-stage probability sampling was used. Both primary and secondary data was used. Primary data used self-administered questionnaires and Secondary data from reviewing relevant literature and government statistics. Pilot study measured validity and Cronbach’s alpha measured reliability. Inferential data analysis was used and it involved correlation coefficient (r) and linear regression analysis, which looked for strength and degree of relationship between variables. Hypothesis results show that work environment has no influence on PSD. Moreso, government policies don’t mediate the relationship between work environment and PSD. The study recommends government to re-evaluate government policies to increase PSD. In addition, work environment practices to be given more attention and their impact on PSD reassessed often. Public organisations are urged to use guidelines of human resource strategy for the public service, to avoid every ministry, from using its own regulations and standards. Further research is recommended on more HR practices in the public service. Key Words: Work environment, Government policies, Hertzberg two-factor theory, SERVQUAL model, New public management and Public service delivery.