Internal Factors Influencing Service Delivery in the County Government of Kitui, Kenya

Abstract

Kenya adopted devolved administration in 2013 with an aim of improving efficiency in delivery of government services to citizens. Since the introduction of devolution, County governments have witnessed management and administration challenges in public service due to increased demand and expectations from the citizens. For effective service delivery, County governments develop a service delivery framework which is guided by the County Administration through public participation. The objective of the study was to determine the extent to which leadership style and resource allocation influenced service delivery in the County Government of Kitui. The study adopted a descriptive research design with a population of 303 respondents. Stratified random and simple random sampling methods were used to establish the study sample of 91 respondents. The study was based on primary data which was both qualitative and quantitative in nature. Data was collected through questionnaires and analyzed using SPSS version 22 and presented in the form of tables. The study established that leadership style and resource allocation significantly affected the quality-of-service delivery. The study concluded that the County government has adopted a working leadership style and employed relevant strategy in allocating the available resources for effective service delivery. The study recommends that: The County management should adopt modern leadership styles and implement efficient Information Communication Technologies to enhance service delivery. The study further recommends for better planning procedures to maximize utilization of the available resources.