Factors influencing quality service delivery in public Sector in nakuru county, Kenya.

Abstract

In the majority of firms, service delivery has evolved into a criterion for determining client happiness. Influencing the growth and reorganization of the majority of organizations and changing their course in terms of politics, economics, society, ecology, and the environment. The goal of this study was to look into the elements that affect the public sector's ability to provide high-quality services in the immigration department in Nakuru County, Kenya. Top management, middle, and junior officers in the Ministry were given standardized questionnaires to complete in order to gather primary data. Both quantitative and qualitative analyses were performed on the gathered data. The study employed both descriptive and inferential statistics, and rank correlation was employed to demonstrate the connection between the department of immigration's quality service delivery and its working environment, staff capacity, technology, and operational statutes. This study is significant to Kenya's public sector, particularly the ministry of immigration, because it identifies the variables that influence the ministry's ability to provide high-quality services. An organization should examine the management process across the board in order to increase efficiency in public sector service delivery and generate savings. First, each office's overarching goal needs to be assessed, and everything should be focused on the success of the company. Second, the business needs to be careful when it comes to updating internal policies and procedures. To increase efficiency, organization leaders must adopt a strong posture in promoting fresh and creative ideas and changing the prevailing culture. To facilitate a positive shift in behavior and culture, which can lead to the development of an effective, cooperative service delivery program, leaders must establish a focused and ongoing change management and improvement program. For the achievement of Vision 2030, this report suggests strengthening immigration reforms now being implemented in the construction industry and preserving an extensive and adaptable demographic data management system.