Abstract:
Service delivery in the health sector, crucial for a healthy nation, is influenced by
various factors, including the nature of the service provided. In Kenya, devolution
aimed to enhance accountability and improve service delivery, particularly in the health
sector. This study focused on Nairobi City County's health sector, investigating the
impact of the integrated Human Resource Information System (iHRIS) on service
delivery. It evaluate the components of iHRIS on service delivery, the contributions of
iHRIS on service delivery and the challenges of iHRIS on service delivery in Nairobi
City. The study, grounded in system theory, technology adoption theory, and resource-
based view theory, used an explanatory research design targeting 260 health workers in
Nairobi City County. From 17 sub-counties, three were selected for having fully
implemented iHRIS, with a sample size of 130 respondents determined through
stratified random sampling. The study revealed that iHRIS components significantly
influence service delivery. It was found that iHRIS enhances workforce management,
leading to improved health services, with strong positive correlations (p-value < 0.005)
and regression results indicating a substantial impact on service delivery. The iHRIS
manage showed a coefficient of 0.944, iHRIS train 0.026, and iHRIS plan 0.011, all
positively influencing service delivery (P < 0.05). An adjusted R square of 0.743
implied that 74.3% of service delivery variation in Nairobi City County is attributed to
iHRIS components. The study also highlighted that effective iHRIS application leads
to better data storage and security, enhancing service delivery. However, challenges
like insufficient training, inadequate infrastructure, and resistance to change negatively
impact iHRIS application and service quality. Conclusively, the study underscores
iHRIS's crucial role in service delivery improvement in Kenya's health sector. It
recommends that all health institutions in Nairobi County should fully implement
iHRIS, ensuring the utilization of all components - iHRIS manage, train, and plan - to
enhance service delivery and maintain a competitive edge in human resource systems.
Future research should explore iHRIS's impact across different Kenyan counties,
investigate the influence of organizational culture and confidentiality on iHRIS
effectiveness, and develop methods to enhance questionnaire response rates and
completeness for a deeper understanding of iHRIS in diverse contexts.
