Abstract:
Purpose: The purpose of the study was to evaluate the effects of facilitation on
service delivery in the National Police Service (NPS), Nairobi County, Kenya. The
study was anchored on the New Public Management Theory; it heralds the
transformation of citizens into customers of public services who deserve feedback
on police service delivery. Methodology: Pragmatic philosophical approach was
used to support this study. The qualitative and quantitative methods of inquiry
were used to generate evidence to support the evaluation. The target population for
the study was 2100 police officers in Nairobi County from which a sample of 215
respondents was selected using simple random sampling techniques. While the
members 105 of the public were purposely selected. Questionnaires and key
informant interview guides were the main data collection tools used in the study.
The qualitative data were thematically analyzed while the quantitative data were
analyzed using frequency counts, means, standard deviation, multiple regression,
chi-square tests, and Pearson and Spearman rank correlation. Findings: The
majority of the respondents in the study were males aged between 26-35 years and
over 60% of the respondents were of the opinion that police reforms had increased
police mobility. Equally, the majority (64%) indicated that the infrastructure was
poor, in addition to poor feedback mechanisms, which affected effective service
delivery. Contribution to Theory Practice and Policy: The study points out the key
factors which hinder effective service delivery in the Kenya Police service despite
the implementation of police service reforms.
