Factors Influencing Service Delivery at the County Government: a Case of Kakamega County.
Service delivery has become a parameter of defining the level of satisfaction amongst clients in most organizations. Contributing on development and restructuring of most organization and reshaping its destiny politically, economically, socially, ecologically and environmentally. County governments’ staffs have faced with great challenges of delivering quality services to the people. Some of the causes of poor service delivery are; and political manipulation, corruption and lack of accountability and transparency, inadequate citizen participation, poor human resource policy, failure to manage change, lack of employee capacity, poor planning, and poor monitoring and evaluation. This study focuses on factors influencing service delivery at county government. It was guided by the following specific objectives; determine social demographic factors influencing service delivery, evaluate how Information Communication Technology factors influence service delivery, to assess how financial resources influence service delivery and to determine how organization culture influence service delivery at county government. Literature review was anchored on the specific objectives. The study utilized probability and non-probability sampling technique to select the sample. The target population was 406 from the County Executive staffs, County ministries/department sections staffs, county Public Relation and customer care staffs in county government of Kakamega. A sample size of 216 staffs selected. Structured questionnaire and interviews were used for data collection. The study generated qualitative data. Qualitative data was generated from questionnaire and analyzed using Statistical Package for Social Science (SPSS) software and the findings were analyzed using descriptive statistics such as frequencies and percentages. It was anticipated that the findings of the study were replicated to other county government in Kenya for effective service delivery. There were 53.7% females in service delivery and most respondents were within the age group 26-35years (37.6%). Respondents were mostly university graduates at 42.4%, married 59.5% and Christians 95.6%. CORD had 50.7% as the most preferred political group. County departments were mostly computerized 91.2%, the computers were adequate 53.7%, accessible 65.8% and had a positive influence on customer relation 49.8%. Resources were competitively procured 58.5% and were of high value 69.3%. The idea presentation in the organization culture was participatory 45.4% which influenced service delivery to a large extent 44.4%. 42.7% agreed that quality of equipment and other accessories influence service delivery but availability of revenue 82.9% had strong impact while National government revenue allocation 56.1% was a major factor in service delivery. 80.5% of respondents identified misappropriation of revenue by county leadership as a factor. Empowerment and training influenced service delivery to a large extent, 58.6% promote success, 49.7% improves staff performance, and 77.1% motivate staffs. The study recommends more emphasis on service delivery in regard to quality of staffs and resources. The study also established the need for further research in specific departments, focus on county staff behavior that influence service delivery.
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