Strategic Change Management and Service Delivery at the Nairobi City County

Abstract

For a long time, the City County of Nairobi has been experiencing include stiff competition from private companies taking over its core mandate of service delivery. The study aimed at establishing the relationship between strategic change management and service delivery at the Nairobi City County. In attainment of this objective, a case study design was adopted. Interview guides helped in collection of data from eight employees in senior management levels at Nairobi City County. The study concludes that strong organizational culture result to outstanding service delivery in Nairobi City County. Strong and positive culture may make an ordinary worker perform and accomplish their duties, whereas a weak and negative culture has the potential to demoralize an exceptional employee to flounder at work and end up with a failure because the two are codependent and alteration in one will impact the other. On the organizational leadership, the study concludes that organizational leadership plays an important role in determining the structure of the organization and the flow of activities and operations. The organizational leadership in Nairobi City County is responsible for the organization’s service delivery. The Nairobi City County service delivery is faced by challenges of mismanagement of resources, corruption and lack of adequate skills. It is important to ensure that people charged with the responsibility of carrying out activities are proficient and skilled enough. Inadequate capabilities, skills and knowledge in implementation of service delivery strategies can turn out to be critical issue when staffs responsible for this implementation are not competent enough. The study recommends that the Nairobi city county managers should invests more time and resources on resource planning and enhance their organizational structure whenever they are in the process of introducing change in the county. The study further recommends that Nairobi City County top management should enhance continuous capacity building of the already existing staff and improve on research and development so as staffs have chances of getting internal promotions to new job openings. It was a challenge to access crucial information from respondents for fear of victimization. Another challenge emanated from accessibility of adequate studies in developed countries that are in line with the Kenyan case. Interview guides were as the main tools of collecting data, a future study should be carried out using other techniques of primary and secondary data collection.