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.