Effectiveness Of Mombasa Huduma Center In Service Delivery, Kenya

Abstract

ABSTRACT The study was aimed at establishing the effectiveness of Mombasa Huduma Center in service delivery, Kenya. In the past decades, service delivery in the public sector has not been satisfactory. In order to solve the problems, in early 1990’s the Government of Kenya tried A range of interventions. In 2013 October Government of Kenya introduced Huduma Center Program to address the problem of poor service delivery in public sector. The government of Kenya has tried a range of effort to transform service delivery in public sector by retrenching more than 100,000 civil servants, but it bore no fruits. Introduction of Huduma Center was aimed at delivering efficient government service at the convenience of the citizen by merging similar services under roof. Four aim objectives guided the study, Research Objective one sought to establish if Huduma Center Influences transparency in service delivery. Research object two sought to asses if Huduma Center influences reliability in government service. Research objective three sought to determine if the center result in customer satisfaction in government service and finally research objective four sought to examine the effect of monitoring and evaluation on service delivery at Huduma Center, Mombasa County. A review of literature was conducted to determine existing knowledge gap on the effectiveness of Mombasa Huduma Center in service delivery. The study was guide by theoretical framework of Public Value theory; it posits that government investment must deliver what is worthwhile to the public. The study adopted mixed methods both qualitative and quantitative were used in this research. A random sampling technique was used in sample selection and 111 respondents were picked to who a questionnaire was administered. Stastical package of social sciences SPSS version was used to analyze data obtained from questionnaires. A response rate of 70% was achieved by this study. The study variables were then merged and correlation was done and it was found out that there existed a relationship which was insignificant and also varied. Transparency and service delivery was found to have a negative correlation while reliability, customer satisfaction and monitoring and evaluation varied positively with service delivery. The study concluded that indeed there was an insignificant relationship between the dependent and independent variables in this study. In order to enhance effectiveness of Huduma Center in Service hence customers must be pleased with level of transparency, reliability through adequate staffing and long working hours, customer satisfaction and monitoring and evaluation. Delays in the counters was major complain hence the study recommended employment of more skilled personnel to give quality and efficient services to reduce delays in Huduma Centre’s.