Abstract
Purpose: The current study sought to assess the strategic role of Huduma centres on public service delivery among residents of Kapsabet town, Nandi County, Kenya. The specific objectives of the study included; to determine the role of change management, strategic communication, strategic leadership and strategic decision making on public service delivery among residents of Kapsabet town, Nandi County, Kenya. The study was anchored on the following theories; the Kurt Lewin’s change management theory, theory of cybernetic, strategic leadership theory and the rational decision making theory.
Methodology: The study adopted an explanatory research design. The study target population was 750 customers who access Huduma services daily at the Huduma center in Kapsabet town. The sample size was 261 customers. Simple random sampling technique was used to select the respondents. Questionnaires were used to collect data in this study. Pilot testing was undertaken at Eldoret Huduma center. This study adopted content validity. Cronbach’s alpha was used to measure reliability of the research instrument. The data collected was analyzed using both descriptive and inferential statistics.
Findings: The study findings indicated that change management has a positive and significant role on public service delivery (β=0.016, p < 0.05), strategic communication has a positive and significant role on public service delivery (β=0.246, p < 0.05), strategic leadership has a positive and significant role on public service delivery (β=0.075, p < 0.05), strategic decision making has a positive and significant role on public service delivery (β=0.519, p<0.05).
Unique contribution to theory, practice and policy: This study concludes that change management, strategic communication, strategic leadership and strategic decision making have a significant role on public service delivery. The study recommends that the management of Kapsabet Huduma center should have a policy on stakeholder’s engagement in decision making at the facility. They should implement a policy on information sharing among the target audience of the facility. A policy on human resource development should continue to exist at the facility and also there should be a policy that will operationalize strategic teaming by the top level managers at the facility. The study contributed to existing body of knowledge by forming basis for further research in the area of strategic role of Huduma centers’ and public service delivery.