The Effect of Innovation on Service Delivery in the Public Sector in Kenya

Abstract

Purpose: The purpose of this study was to assess the effect of innovation on service delivery.Methodology: The study adopted descriptive research design. The study adopted a descriptive analysis by use of descriptive statistics such as mean and frequencies. The target population in this study was 280 employees working in Nairobi GPO. A mixed sampling technique was adopted. The sample size of this study was 65 employees of Nairobi GPO Huduma Centres and 5 members of the public. This study used primary data. Data was collected using questionnaires.Results: These findings imply that products/service innovations carried out at Huduma centers have contributed immensely on performance of the centers in Kenya. The findings indicated that the respondents rated technology innovations to have major positive effects on increasing the number of people served, reducing time of service delivery, increasing accountability and transparency and finally improving public understanding of government activities. These findings imply that Huduma center innovations faced lack of adequate resources during implementations.Unique contribution to theory, practice and policy: The study recommends that Huduma should involve their staff more in the innovation in order to have better service delivery. The study also recommends that Huduma centers should encourage their customers to give their feedback on services and products innovation at the centers for further development. The study also recommends that Huduma centers directors should encourage the employees to come up with new ways to better service delivery. Huduma centers should also address the issue of lack of adequate and sufficient finance since it poses a major challenge to development of innovations at the centers

E-Government Icore: Meningkatkan Pelayanan Publik Berbasis Aplikasi Di Kabupaten Pangkep

“…Penelitian-penelitian tersebut terutama tertuju pada upaya untuk meningkatkan penyampaian layanan publik, memperbaiki administrasi publik, dan mengatasi kesenjangan digital dalam masyarakat. Tema public service delivery menyoroti upaya pemerintah untuk memberikan layanan yang lebih efektif dan efisien kepada masyarakat, sementara tema public administration menekankan pentingnya mengelola administrasi publik secara baik dan efektif (Kalu, 2018;Kenenissa & Cho, 2017;Lau et al, 2008;Negumbo, 2018;Nkanata & Ocholla, 2023;Nzimakwe, 2012;Reddick & Turner, 2012;Saxena, 2017;Visser & Twinomurinzi, 2008;Wambugu et al, 2017). Di sisi lain, tema digital divide menunjukkan kekhawatiran akan kesenjangan akses dan pemanfaatan teknologi informasi antara berbagai kelompok dalam masyarakat (Bhuiyan, 2011;Mesa, 2023;.…”

E-Wallet Service Innovation, Service Delivery, and Customer Satisfaction on Customer Loyalty Within Shopeepay in Indonesia

“…This is also supported by previous research, from Musara and Fatoki (2010) that technological innovation in the banking service sector has resulted in increased efficiency and reduced banking costs for customers of Alice city in South Texas. Wambugu et al (2016) stated that innovation in the public sector in Kenya has a major influence on SD, such as reducing time for SD, and increasing accountability and transparency. Then, it was found that there was a direct and positive relationship between innovation and performance in various service sectors in China (Lin, 2011) and Italy (Ordanini and Parasuraman, 2011), where companies that clearly define their innovation processes for services can be faster and more successful in developing new services.…”

Influence of Automation Systems on Service Delivery in Selected Huduma Centers in Kenya

“…For instance, Rank Xerox was able to reduce its contract refinancing process from a cycle time of 112 days to just a day after reengineering (Malenje, Otanga & Wabwoba, 2014). However, in Kenya, just like many other African countries, public service delivery has not been serving the public interest within it's most optimal capability due to bureaucratic systems and lack of accountability which is characterized by delayed services, long queuing and rampant corruption (Wambugu, Wachira & Mwamba, 2016). In response, various reforms have been undertaken in Kenya to overhaul administrative systems to improve good governance and public service delivery.…”