Influence of Strategic Alignment on Service Delivery in National Police Service Commission, Kenya

Abstract

Service delivery is a cornerstone of any public institution. Efficient and effective service delivery is geared toward ensuring that organization goals, missions and visions are achieved (Lewis, 2017). Good service delivery is characterized by service excellence, responsiveness, courtesy, respect to customers, efficiency, provision of accurate and comprehensive information to the customers and timely problem resolution. However, service delivery particularly in the public sector has often been characterized by delays, incorrect and incomplete task resolution and lack of conscious to customers’ needs. Quality of services delivered by the NPSC remains a critical area of close concern to the people of Kenya and government. The NPSC has the mandate to streamline police functions so as to ensure quality service delivery to the police officers and also to the general public. This study sought to determine the influence of strategic alignment on service delivery in national police service commission. The target population was 126 members of the public visiting the NPSC. Structured questionnaire was the main tool of collecting data. Data analysis entailed both descriptive and inferential results. Descriptive statistics comprised the means and standard deviations whereas inferential shall entail simple linear regressions. Employees agreed that operations, customers, employees and technological aspects are critical aspects of strategic alignment that influence service every. The study found that that operations, employees, customers and technological aspects explain 76.3% of service delivery in national police service commission, Kenya. In addition, ANOVA output suggests that strategic alignment is a satisfactory indicator of service delivery in national police service commission (F value= 63.733, 0.000<0.05). Regression coefficient of operations (β=.308, p-value=0.003), employees (β=.216, p-value=0.007), customers (β=.389, p-value=0.000) and technological aspect (β=.293, p-value=0.007) have positive and significant relationship with service delivery at national police service commission. The study thus concludes that strategic alignment enables institutions to effectively utilize the technological resources, customers and employees in support of organizational strategies through integration of the IT resources, and business processes which when combined effectively increases the level of service provided to customers. The study recommends for continuous support of employees abilities through capacity building that entail periodic in service trainings for enhanced pool of skill and competencies in service delivery. The training can be conducted in form of workshops and seminars organized by national police service and human resource agencies. There is also need to recognize the efforts by employees through reward and recognition for work done exemplary. There is need for periodic re-assessment of NPSC operations with view of ensuring that they are in line with the goal of enhancing service delivery and making any necessary operations adjustments. The NPSC need to provide platforms of fetching customer feedback regarding the nature of services offered and how customers are treated in the organization. The platforms may include suggestion box and online based platforms where customers can presents their complements or complaints. Further, the NPSC need to integrate its services with technology support system. The technologies should target communication feedback among employees, customers and other stakeholders. In addition, the technologies employed should aim to creating efficiency in service provision at the national police service commission.