Influence of Employee Participation on Service Delivery: A Case of Nairobi City Water and Sewerage Company, Nairobi City County, Kenya

Abstract

Limited employee participation witnessed in the public sector has persistently resulted in poor service delivery. Therefore, employee participation should take centre stage as it constitutes a powerful force for re-energising service delivery. However, this has not been the case at NCWSSC as evidenced by the poor water supply and sewerage services delivered to the residents of the city. The following objectives guided the study; to examine the influence of direct individual-based employee participation on service delivery at Nairobi Water and Sewerage Services Company. To examine the influence of financial participation on service delivery at Nairobi Water and Sewerage Company. The study was guided by the goal-setting theory and participatory management theory and stakeholder theory. The research adopted a descriptive research design. The study targeted 240 employees at Nairobi Water and Sewerage Company. The sample population for the research was148 personnel at the Nairobi Water and Sewerage Company headquarter at Industrial Area. The study relied on primary data that was collected using a semi-structured questionnaire. The collected data was entered into SPSS 23 for subsequent descriptive and inferential statistics. The findings of the study indicated there is a statistically significant influence of employee participation on service delivery. The results of the correlation analysis indicated there was a strong positive association between direct participation and service delivery p= .721. The results also indicated a weak negative association between financial participation with service delivery as indicated by p-value = -.005 respectively. The study recommended that the management should incorporate more financial-based reward and recognition systems as well as foster the adoption of indirect employee participation tools. The organization should further empower employees to be task-solvers and involve them more in participative decision making and delegation of duty.

Effects of Actor’s Interest on Service Delivery in State-Owned Enterprises in the Energy Sector in Kenya

“…The conclusion made in this study is consistent with the observations made by Motieri and Minja (2019) that actors' interests are crucial for ensuring a conducive environment where the actors have control on the decisions and actions that influence provision of services in enterprises. Even though involvement of all actors can be cumbersome due to the prolonged decision-making process (Fox, 2014), attainment of this all-encompassing engagement allows for the transfer of knowledge and bolster advocacy processes within an enterprise (Civera, De Colle & Casalegno, 2019).…”

“…Actors' Interest and Service Delivery Actors' interest is concerned with ensuring a conducive environment where the Actors have control on the decisions and actions that influence their provision of services and their livelihoods at large (Motieri & Minja, 2019). Actors' interest involves engaging all the Actors or people involved in a particular project both local and international to get their views, perspectives and attitudes towards a particular matter.…”

“…Actors' interest involves engaging all the Actors or people involved in a particular project both local and international to get their views, perspectives and attitudes towards a particular matter. The expected result is to have an informed decision-making process, easy flow of information and partnerships (Motieri & Minja, 2019). Actors' interest can be expressed through engaging Actors in the process of decisionmaking, availing a survey feedback system where the consumers can relay their concerns.…”

“…Actors' interest can be expressed through engaging Actors in the process of decisionmaking, availing a survey feedback system where the consumers can relay their concerns. These concerns then are attended to promptly and the improvement in communication process informs the provisions of services if there was delay due to technical issues (Motieri & Minja, 2019). In order to achieve the satisfactory levels in service delivery, it is key to address the needs and suggestions of the key beneficiaries and all the other personnel that facilitate the provision of services (Muli, 2014).…”

“…This study addressed the manifested research gap by extending the target population to not only involve employees in the selected SOEs (KPLC and REREC), but include suppliers, the employees from the regulator (EPRA), and end-user consumers. Motieri and Minja (2019) carried out a study on employees' participation and delivery of services in Nairobi water Sewerage Company. They utilized a descriptive research design for executing the research methodology, and selected a sample of 148 employees.…”