Work culture and government of Kenya service delivery initiative: a case study of Huduma Center in Nairobi County

Abstract

Vision 2030 was launched in 2008 by the late President Mwai Kibaki to transition Kenya into a middle-income nation and be rapidly industrialized. It envisaged efficient government service delivery to all Kenyan citizens (Vision, 2030). For this reason, a one- stop-shop for access to all government services was developed, which was Huduma Kenya The purpose of this study was to investigate the influence of work culture on government of Kenya service delivery initiative: A case of Huduma center in Nairobi county. The study was guided by the following specific objectives: to determine the influence of organizational communication on service delivery at Huduma Centre, to assess how teamwork affects service delivery at Huduma Centre in Nairobi County and to analyze how employee commitment affects the service delivery at Huduma Centre in Nairobi County. The study utilized the following theories, Equity theory, Schein’s Theory of Organization and the Theory of Organizational Excellence. This study adopted survey research design to demonstrate how work culture influence service delivery at Huduma Centre, Nairobi. The research was carried out at GPO Huduma Centre on a sample size of 150 employees. The main data collection instrument was a structured questionnaire. The questionnaire’s reliability was tested and proven by use of Cronbach alpha coefficient. Data from the targeted respondents was examined for completeness, cleaned and coded for ease of analysis. The coded data was then entered into the computer and analyzed with the aid of the Statistical Package for Social Scientists (SPSS) Version 26.The findings indicate that the Nairobi GPO Huduma Center Service Delivery is significantly influenced by work culture characteristics too scanty; your findings, conclusion; recommendations and also recommend a future study. The study concluded that communication, adaptability to change, strong leadership, and a positive work culture significantly contribute to the Huduma Center's ability to provide high-quality services. Furthermore, improving communication practices, change management strategies, and leadership development to enhance service delivery can lead to numerous benefits for organizations.. The findings emphasize the significance of employee commitment, loyalty, and a shared sense of purpose in driving service excellence. The positive organizational culture and employee engagement within the Huduma Center contributes to its success in delivering satisfactory services. The study recommended that the Huduma Center leadership should develop whistleblowing protection policy to guide how feedback is received processed and managed. Continuous efforts to improve employee engagement should be a priority for the Huduma Center. In addition to town hall sessions, other areas of study that can enhance employee engagement and contribute to improved service delivery include employee recognition and rewards, training and development opportunities, promoting work-life balance, seeking employee feedback and surveys, promoting collaboration and teamwork, providing leadership support and communication, and implementing an effective performance management system. By focusing on these areas, the Huduma Center can foster a culture of engagement, motivation, and collaboration among employees, leading to improved service delivery and customer satisfaction.