CHANGE ADMINISTRATION AND SERVICE DELIVERY IN THE NATIONAL POLICE SERVICE IN KENYA

Patrick Magara Nyaanga, Prof. Gregory S. Namusonge, Dr. Samson Paul Nyang'au

Abstract


The Republic of Kenya has over the years encouraged and promoted quality service delivery in its public service and particularly the national police service. This has been demonstrated by the numerous reforms and transformative initiatives that have been put in place to enhance quality service delivery to the citizens. The purpose of this study was to determine how change administration can enhance service delivery in the National Police Service in Kenya. Organizational restructuring was the moderating variable. The study was anchored on The Ulrich Model (The Business Partner Model) and The Functionalism Theory. The target population for this study was 1314 police officers (gazetted and members of inspectorate) to be drawn from the National Police Service (NPS). The unit of analysis was the three services forming the NPS namely, Kenya Police Service, Administration Police Service, and Directorate of Criminal Investigations. The sample size was 297 respondents determined by Fishers’ formula. The study used descriptive and explanatory research designs to measure the influence of leadership practices on service delivery in the National police service. The questionnaire was used to collect data. Pilot testing was done to check on the reliability and validity of the research instruments. Diagnostic tests were carried out. Data was analyzed using descriptive statistics and regression model using SPSS version 24 as tool.  The qualitative data was analyzed by use of content analysis. The study concludes that change administration has a positive and significant effect on service delivery in the national Police Service in Kenya. In addition, the study concluded that organizational restructuring has a significant moderating effect on the relationship between change administration and service delivery in the National Police Service in Kenya. Based on the findings, the study recommends that the management of National Police Service in Kenya should implementation of a robust performance management system that links individual officer performance to organizational goals. By introducing clear, measurable performance indicators and regular evaluations, the NPS can foster accountability, recognize excellence, and identify areas needing improvement

 

Key Words: Change Administration, Organizational Restructuring, Service Delivery in the National Police Service



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