Reform Strategy for Enhancing Service Delivery Using a Transformational Leadership Style in Kenya

Abstract

National Police Service (NPS) is a public institution established by the Constitution of Kenya mandated to provide safety and security to all Kenyans and her visitors. However, there has been complaints over the quality-of-service delivery against the backdrop of police reforms agenda despite increased budgetary allocation. The study investigates the extent of transformational leadership style on the level of service delivery under the NPS reform. The study used a cross sectional of descriptive, explanatory method and structural equation modeling to collect and describe data. The method helps in reporting characteristics, relationships and meaning of the phenomenon under study. A sample size of 452 respondents was selected through stratified random sampling method from each stratum. The measures of centrality and dispersion, diagnostic tests were applied to test the closeness to normal distribution and goodness for factor analysis and fit of statistics. The transformational leadership style has significant influence on service delivery by a factor of 0.60 to the organization. Inspiring of juniors, sharing of vision, implementation of work plans, focusing on strategy issues and changes, building trust and rewarding juniors for performance in NPS are the key drivers of transformational leadership. In conclusion, NPS reforms agenda need to be effectively communicated across the organization by transformational leaders through inspiring the juniors to improve job performances, accept strategic changes and reward individuals and teams within the organization.