Service Design and Service Quality in the Public Sector: Case of Huduma Centers

Abstract

Huduma Centers, Kenya is an initiative of the Government of Kenya that is based on the concept of integrated public service provision and whose main objectives are to provide integrated public services by transforming the service delivery processes (Daily Nation, 2013). The purpose of this study was to analyze the effect of service design on service quality delivery in Nairobi County. It involves the procedure by which and how the services happens. The role of service design within the public sector is to help people think differently about the challenges they face, help people move away from starting with a solution, and support in understanding what the issue that they are trying to solve. Positively disrupting the status quo and opening up possibilities for new types of service models and ways of doing things. The studies seeks to find out the different service designs, automated queuing, process automation and self-service, as adopted by various Huduma Center in the country, their effect on service delivery and customer satisfaction. The study employed a descriptive case study method was used since it enables specialists to retain the meaningful and holistic attributes of events. The population of this study was all the Huduma Centers in Kenya, Huduma Centers in Nairobi City County were selected as the sample for the study. Data collected was analyzed with the aid of Statistical software and presented in the form of tables, pie charts and graphs. Descriptive statistics such as mean scores, standard deviation, regression and correlation were used to analyze data.