Determinants of employees working environment on service delivery at the pensions department of national treasury in Kenya

Abstract

Service delivery at the Pensions Department of the National Treasury is way below expectations of its stake holders. This is manifested by the numerous factors which affect clients and employees as well. Clients complain of delay in processing of their claims, communication breakdown, very poor customer relations and general incompetence of the department. The purpose of the study was to establish the determinants of service delivery. The specific objectives of the study were to; determine how staff competencies influence service delivery, establish the effect of in-house training on service delivery, assess the challenges and faced by staff and suggest appropriate solutions at the Pensions Department of the National Treasury. The study was anchored on two theories which are Maslow’s Motivation Theory and Mayo’s Hawthorne Effect. The study employed a descriptive design. The target population of the study was 300 employees of Pensions Department stationed at Treasury and Bima Houses. Simple random sampling was used to select a sample of 150 employees out of the total population of 300. The study used both primary and secondary data. The primary data was collected using questionnaires and interview guides. The data collected was analyzed using both qualitative and quantitative methods of analysis. The quantitative data was analyzed using descriptive statistics where the responses from the questionnaires were tallied, tabulated and analyzed using percentages, frequencies, mean and standard deviation. The qualitative data from the interview guide and the open ended questions in the questionnaires were analyzed thematically. Frequency tables, graphs and pie charts were used to present the data for easy comparison. Inferential statistics was used to test the relationship between variables and to test the hypothesis. The study found that the employees agreed that working conditions enabled them to perform their work effectively and efficiently to a great extent (σ = 3.56). Employees agreed that, supervisors coached them on matters directly affecting their work to a great extent (σ = 4.01). Every employee was given a chance to attend training to a great extent (σ = 4.21) and the level of employee commitment had improved due to good management practice to a great extent (σ = 4.09). The study concludes that staff competency, in-house training and management practice had significant relationship with service delivery. It recommends strict rules as well as supervision in order to enhance service delivery. The results of these investigations are quite beneficial for managers and policy makers. From the findings, financial benefits were inadequately offered in the organization and this had a negative impact on staff training thus regular training is recommended. The organisation should enhance working conditions as well as condition that are directed at strengthening career resilience which will consequently result in a more flexible and adaptable employees