The influence of reforms on service delivery in the Department of Immigration, Ministry of Immigration and registration of persons, Kenya

Abstract

The study sought to establish how reforms implemented in the department have influenced service delivery to its customers. The study was based on implementation of three Departmental working papers namely the Needs Analysis Paper of 2001, the Immigration Reform (Restructuring) Report of 2005 and finally the Systems, Practices, Policies and Procedures Audit Report of 2006 by KACC. These reports were generated in an attempt to come up with solutions to endemic corruption and poor service delivery. These reports had highlighted the areas of Departmental shortcoming and made recommendations to improve service delivery The purpose of the study was to establish the influence of reforms implemented by the Department on its service delivery.