Assessment of Strategic Change Management Practices On Service Delivery at Meru High Court, Kenya.

Abstract

Despite numerous reforms, the Judiciary of Kenya has seen a rise in complaints about its service delivery. Common issues include slow service, missing files, corruption, delayed rulings, and delayed orders. This increase in complaints is surprising given the efforts to improve the judiciary's service delivery. Consequently, it is important to examine the change management strategies within the Judiciary and how they impact service delivery. This area has rarely been studied, leading to a lack of understanding in the existing literature about the effects of change management on service delivery in Kenya's Judiciary. This study aimed to fill that gap by focusing on the Meru High Court. The study aimed to examine the impact of planning strategy, communication strategy, leadership strategy, and stakeholder engagement strategy on service delivery at the Meru High Court, with a target population of 86 respondents. The research was guided by Kotter’s Eight Step Change Model and the SERVQUAL model. A descriptive survey design was employed. Before collecting the main data, a pilot test with 9 respondents was conducted at the Chuka Law Courts to assess the questionnaire's reliability and validity. Data analysis involved descriptive statistics such as frequency distribution, percentages, mean, and SD, along with regression and correlation analyses. The findings showed that a plan is created prior to implementing any changes. Respondents confirmed that the information provided by the Judiciary regarding changes is both reliable and pertinent. They also noted that the top leadership in the Judiciary is consistently dedicated to ensuring the success of any changes. Additionally, respondents agreed that stakeholder engagement is sufficient during the implementation of changes in the Judiciary. The research concluded that while planning and communication strategies in change management have a significant positive impact on service delivery, leadership strategy and stakeholder engagement strategy have a less significant effect. One recommendation from the study is for the government, through the Treasury, to increase the Judiciary's budget in the national allocations. This would ensure that the Judiciary has sufficient funds to implement necessary changes. The research is significant as it helps the Judiciary understand how change management strategies affect service delivery. Additionally, other branches of government and constitutional offices can gain insights into managing strategic changes, which is crucial as government reforms continue across various sectors to improve service delivery to the public.