Public policy management systems on the performance of Huduma centers in Nairobi county, Kenya

Abstract

Slow service delivery, corruption, ineffective public service providers, low employee morale, and negative attitudes toward service delivery have been identified as challenges within Kenya's public service system. Accessibility issues also persist due to the consolidation of some services in large cities. The 2010 Kenyan Constitution, which introduced a decentralized government structure, aimed to improve service delivery to Kenyans. The study seeks to assess the impact of Public Policy Management Systems on the performance of Huduma Centers in Nairobi County, Kenya. Specifically, the study will evaluate the effects of Integrated Service Systems, the One Stop Shop Model, staff training, and organizational communication on Huduma Centers' performance. Economists and public policy analysts have been focusing on improving Huduma Centers by consolidating various government services under one roof. This aims to reduce the time, cost, and complexity involved in accessing these services. Devolution plays a crucial role in improving service delivery, impacting both the quality of life and standard of living. This study analyzed the influence of public policy management systems on the performance of Huduma Centers in Nairobi County, providing insights for both national and county governments to enhance service delivery. The study focused on all public servants working in Huduma Centers in Nairobi County. The target population consisted of 307 staff members across different service units within these centers. Stratified random sampling was used to select 174 staff members as participants. Proportional stratification will ensure adequate representation from each service unit across the 5 Huduma Centers. The sample size for each subgroup was calculated using the formula: (Subgroup Count / Total Population) x Total Sample Size. Random sampling will then select the specific staff members from each subgroup. Quantitative data was collected through closed-ended questionnaires designed for this study. Likert scales will be used to gauge respondents' levels of agreement. A drop-off and pick-up method was employed to distribute and collect the questionnaires. The data will be analyzed using IBM SPSS software (version 28), with descriptive statistics (frequencies, percentages, means, and standard deviations) and inferential statistics (Pearson Correlation and multiple regression analysis) used to assess relationships between variables. The study findings revealed a statistically significant association between Integrated Service Systems and the performance of Huduma Centers, particularly regarding Huduma Call Center and Huduma Payment services (Coeff = 0.159, p-value = 0.009), significant positive association between the One Stop Shop Model and Huduma Center performance, particularly in reducing the time required to access services and improving service transparency (Coeff = 0.177, p-value = 0.012), statistically significant association with performance (Coeff = 0.145, p-value = 0.021), statistically significant but weaker association between Organizational Communication and performance (Coeff = 0.102, p-value =0.047)