Effect of strategic change management practices on service delivery at the directorate of immigration of Kenya
Date
2023
Authors
Opar, G. A.
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Journal ISSN
Volume Title
Publisher
Strathmore University
Abstract
Occasioned by mounting outcry from an increasingly enlightened citizenry, the Kenyan government, as with other public administrations, has in the recent past resorted to reforms under the new public management dispensation. This was aimed at advancing an enhanced service delivery. In the immigration department, a number of service improvements and technological innovations have particularly been introduced in an effort to improve customer experience. It however remains unexplored in the Kenyan body of knowledge, the effect of these strategic change management practices on service delivery, presenting a knowledge gap. The study thus sought to examine the effect of strategic change management practices on service delivery at the Directorate of Immigration Services. More specifically, the study sought to establish the effect of strategic employee participation on service delivery at the Directorate of Immigration Services of Kenya; to determine the effect of strategic corporate communication on service delivery at the Directorate of Immigration Services of Kenya; and to establish the effect of strategic leadership on service delivery at the Directorate of Immigration Services of Kenya. This study employed a descriptive research design. The study targeted 168 senior, middle and operational level staff from the Directorate of Immigration Services headquarters in Nairobi, Kenya. The determined sample size was 118, which were proportionately distributed across the three job cadres. Questionnaires that are structured in design was used to gather information from study participants. Data analysis was then conducted using both descriptive and inferential statistics. This served to provide a general impression of where a majority of respondents lies with regard to the questionnaire items as well as the statistical association between the independent and dependent variables. Strategic employee participation, strategic corporation participation and strategic leadership are significantly associated with service delivery at the Directorate of Immigration Services of Kenya. This implies that a notable proportion of the variance in service delivery at the Directorate of Immigration Services of Kenya is attributed to strategic corporation participation. The study recommends that in order to realize superior service delivery in the management of change among government institutions, public administrations ought to actively involve lower cadre employees in a joint decision making and collective bargaining manner. It is also recommended that public administrations carry out strategic corporate communication in a manner that reduces employee anxiety, through established internal communication channels. It is further recommended that administrative leadership in government institutions provide support, direction, and motivation during the management of change.
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Full - text thesis
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Citation
Opar, G. A. (2023). Effect of strategic change management practices on service delivery at the directorate of immigration of Kenya [Strathmore University]. http://hdl.handle.net/11071/13514