Business Process Re-engineering and Operational Performance at Nairobi City County

Abstract

The aim of this study was to examine Business Process Re-engineering and operational performance at the Nairobi City County. A review of the literature showed that there was scanty information on how the Public Sector could improve on service delivery by implementing BPR, especially in a developing economy. The Nairobi City County embarked on an aggressive transformation initiative which included establishing new operation structures, focusing on Customer satisfaction, enhancing resource allocation and adopting ICT. A sample of 300 people was drawn from employees, senior management, and county assembly officers. Data was collected through structured questionnaires. In order to define the sample profile for the study, descriptive statistics were used and person correlation coefficient was applied in establishing the level of significance for the values variables obtained. In order to ascertain any statistical significance in the relationship between different variable, Chi-Square tests were computed. Additionally, regression analysis was carried out on the data to establish the predictive how BPR impacts on operational performance in the Nairobi City County. The study findings revealed that there was a statistically significant association between business process reengineering and operational performance.