The Quality Of Public Service Delivery In Public Organizations In Kenya A Study Of The Role Of The Client-Service Charter In The Case Of Kirinyaga Water And Sanitation Company.

Abstract

This study aimed at assessing the quality of public service delivery in public organizations in Kenya: a study of the role of Client-Service Charter in the Kirinyaga Water and Sanitation Company. The objectives that guided the study were; to examine how institutional commitment regarding Client-service charter impacts on quality of services provided at Kirinyaga Water and Sanitation Company, to determine how personnel competence affects the quality of services delivered as provided in the Client-Service Charter at KIRIWASCO, and to determine the extent to which stakeholder’s engagement during the formulation of Client-Service Charter influences the quality of services delivered at KIRIWASCO. A mixed-method approach that combined both quantitative and qualitative were used in this research. The sample size of the study was 50 respondents (15 service providers who were randomly selected and 35 service seekers selected conveniently). Structured questionnaires were used to collect data from service providers while informal conversation interviews were used to obtain data from clients/service seekers. A response rate of 82.0% was obtained by the study. The data obtained from the closed-ended questionnaires were analyzed quantitatively aided by the Statistical Package for Social Sciences and was presented using frequencies and percentages while the data acquired through informal conversation interview was analyzed by the use of descriptive and thematic interpretation guided by the study variables. The study findings showed that though the Client-Service has not fully enhanced the quality of public service delivery, it has helped reduce the discomfort and inefficiency of the public service delivery hence its role in enhancing the quality of public service delivery can be rated on average. The study found out that organizational commitment towards CSC was weakened by the organization’s failure to create enough client's awareness regarding the CSC, and failure to enhance clients' feedback mechanisms and institutionalizing monitoring and evaluation of the quality management tool. Further, the study established that training of employees on new technology and motivating those who achieve service standards were not adhered to as revealed by customer service providers. Moreover, though the organization has a policy on stakeholder engagement, the involvement of some of the key stakeholders such as employees is not observed, and the organization does not regularly review its CSC to improve it and meet the changing expectations of clients. That withstanding, service seeker respondents affirmed that long queues have reduced since timely delivery of service is relatively observed, clients can easily access services while employees are courteous and polite when providing services which have to some extent improved customer satisfaction with the quality of services provided. This study recommends that Kirinyaga Water and Sanitation Company should enhance clients awareness of CSC, improve the effectiveness of feedback mechanism system by introducing other ways of obtaining feedback such as customer survey, institutionalize monitoring and evaluation of how the CSC is implemented, should offer relevant training to service providers when new technology is introduced and on values of CSC and should embrace their motivation on achieving the set service standards. Besides, the organization should engage all key stakeholders when formulating the Client Service Charter and institutionalize periodic review of the CSC to meet the dynamic anticipations of service seekers and augment the quality of services provided.