Factors influencing service delivery by Kenya Police Service: a case of Nairobi County, Kenya
Organizations are striving to deliver services which meet the expectations of customers in today's competitive market. This study focused on service delivery in the Kenya Police Service which has been for a long time been criticized by both the media and members of public. The study was guided by the central assumption that there has been unprecedented criticism of the Police service despite the huge investment that the Government of Kenya has made in the department. The research was carried out within Nairobi County amongst officers deployed to perform general duties. While appreciating that there exists a whole range of variables that affect service delivery, the researcher explored training, welfare of employees, occupational stress and management style employed within the service and how they influence service delivery. The study was carried out using probability and non-probability sampling methods in order to obtain in-depth qualitative . information to cover the entire service. The data was collected using close ended questionnaires and open ended questionnaires which gave respondent a chance to give their views. The findings arrived at revealed that these key variables of service delivery have been ignored to some extent. The training of the service need to be holistic and give room to views and experiences of the learners for this will give room to the learners to appreciate the learning for they are adult learners. The welfare of the service need to be addressed for employees cannot be expected to satisfy the public when they do not have adequate equipment, transport, uniform and also remuneration which is below the people they are expected to serve. The officers 'should be taken through counseling session so that they are able to deal with the occupational stress due to the work which as no time frame when one can be called for the services. The managers should give room to the officers so that there is free flow of communication and appreciate them; managers also need to be taken through management courses. It is on this basis that the researcher made recommendations that these factors need to be addressed if the Police service delivery is to be improved.