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THE INFLUENCEOF TRANSFORMATIONAL CHANGE ON SERVICE DELIVERY: A CASE OF THE CITIZEN SERVICE CENTRES IN NAIROBI COUNTY.

FRANCIS MWANGI

Jomo Kenyatta University of Agriculture and Technology

P. O. Box 62000 – 00200

Nairobi, Kenya

&

DR. JANE MUCHEKE NG’ETHE

Jomo Kenyatta University of Agriculture and Technology

P. O. Box 62000 – 00200

Nairobi, Kenya


CITATION: Mwangi, F. & Ng’ethe, M. J . The influence of transformational change on service delivery: a case of the citizen service centers in Nairobi County. International Journal of Human Resource and Procurement 3 (1), 38-56.

ABSTRACT

The purpose of the study was to establish the effects of transformational change on service delivery in the Citizen Service Centres in Nairobi County popularly known as Huduma Centres. The new century has been marked by a generalized sense that traditional work arrangements are inadequate to address the challenges organizations, in particular the public sector encounter today. The shifts from an industrial to an information-based society and from a manufacturing to a service economy, compounded by the forces of globalization, have propelled revolutionary changes on work place arrangements, Successful organizations remain in the learning mode in order to cope with change. The objectives of this study was to determine the effects of organizational culture on service delivery in the Citizen Service centres in Nairobi County; to determine the effects of organization structure on service delivery in the Citizen Service centres in Nairobi County; to establish the effects of Processes on service delivery in the Citizen Service centres in Nairobi County, and to determine the effects of Staff training on service delivery in the Citizen Service Centres in Nairobi County. This study adopted a descriptive design. The target population of this study was the service employees of the Citizen Service Centres of Nairobi County. The study used stratified random sampling technique. The main research instrument of primary data collection was a structured questionnaire and secondary data was obtained from published sources such as library, internet and research done by other scholars. Data collected was analyzed using Statistical Package for Social Sciences (SPSS) version 21. Correlation and regression was used to establish the relationship between independent variables and dependent variable and conclusion and recommendations were drawn.

Key words: Transformational Change on Service Delivery

 


 

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