| dc.description.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. | en_US |
