Enhancing Public Service Delivery in Kenya With Huduma Centre’s One-stop-shop Model: a Case Study of Nairobi County

Abstract

This study examined whether Huduma Centres have enhanced public service delivery in Kenya, with a case study of Nairobi County. The objectives for this study were to examine if Huduma Centre’s One-Stop-Shop model enabled change in time taken to deliver public services in Nairobi County, examine how the Huduma Centres enhanced the government function of revenue collection for service delivery to the public in Nairobi County and to examine how the Huduma Centres affected the cost incurred during service delivery to the public in Nairobi County. The study was anchored on new public management theory. The study targeted two Huduma Kenya centres, the General Post Office Huduma Centre and Makadara Huduma Centre. The units of observation included Huduma Kenya customers and Huduma Centre administrators. Simple random sampling technique was used to select respondents from each stratum. The study used primary data, which was collected with both quantitative and qualitative methods. The qualitative data was analysed through thematic analysis and interpretive approaches and the quantitative data was analysed using Statistical Packages of Social Sciences (SPSS) version 23. The study shows that Huduma Centres have reduced the time taken to access services online, improved on the function of revenue collection but digital infrastructure, digital literacy and distance decay continue to limit its function.