resource capacity on service delivery in uasin gishu county huduma center

Abstract

The Public Service in Kenya is faced with a number of endemic service delivery challenges such as: Inadequate access to public services; unavailable, inaccurate, delayed information on public services; multiple entry points for any single service leading to unnecessary resource utilization and time expenditure. Huduma Centers as reform strategy to address service delivery was introduced in 2014 by government. But this new concept to improve service delivery through Huduma Centers has not identified how resources may affect the envisaged service delivery at Huduma Centers. Service delivery is a function of various factors like leadership style, work environment, organisation culture. As much as these factors play a role in service delivery, people have not appreciated the effects of resources in service delivery. This study therefore aims at examining the resource capacity on service delivery in Huduma Centers in Kenya. The purpose of this study was to examine resource capacity (human, physical, and financial) on service delivery in Uasin Gishu County Huduma Center. The study was based on Resource Based View, which suggests that an organization is viewed in terms of the strength of its resources and that they determine the competitiveness and success of that organization. The study was carried out in Uasin Gishu County Huduma Center, being selected as a unit of study and it targeted customers seeking various services at the Huduma Center in the County. The study employed descriptive research design. A target population of 959 customers was drawn from Huduma Center, Uasin Gishu County. Simple random sampling was used to determine a sample of 96 respondents. Instruments of data collection were questionnaire. Data was collected and then cleaned, coded and analyzed quantitatively. Data presentation was done by use of frequency tables and bar charts. The research findings indicated that for organization to attain effective and efficient service delivery, all the three resources (human, physical and financial) need to be put in place and continually monitored and evaluated to ensure that their quantities and qualities are in tandem and equal to the task of effective service delivery in the public sector in terms of improved accessible, timely, improved services. Resources are significant in service delivery in an organization. It’s important to provide these resources in an organization for improved service delivery. Finally, the researcher recommends that further research should be conducted on other factors like deployment of staff based on ethnicity that may influence the effective implementation of Huduma Centers as service improvement tool in public sector.