Public service delivery is a major challenge to governments in both the developing and developed worlds. Governments have used various strategies to enhance service delivery. These strategies have resulted in varying outcomes and levels of service delivery. In the Kenyan government, the strategies to enhance service delivery include: Results Based Management strategies, service charters, Information Communication Technology (ICT), performance contracting, and strategic plans. This study is an investigation of reforms in the Ministry of Immigration and Registration of Persons (MIRP), Kenya. The study sought to investigate the effects of Results Based Management on service delivery; to investigate the effect of strategic planning on service delivery in Kenya; to investigate the effect of ICT on service delivery in Kenya; and to investigate the effect of Business Process Re-engineering (BPR) in service delivery. This study utilized a descriptive research design where the researcher investigated and collected factual data to describe the situation or problem. Secondary data was sourced from document reviews. Data was analyzed as it was collected. The researcher classified the data in terms of the topic, themes and content. The broad topic and themes of the data collected was based on the research objectives of this study and included: use of Information Communication Technology, Business Process Re-engineering, Results Based Management, and strategic planning. The findings revealed that the department has utilized Results Based Management, strategic planning, Information Communication Technology, as well as Business Process Re-engineering tools in reforming public service delivery towards effectiveness and efficiency. Furthermore, this study also revealed that the department has accrued various benefits as a consequence of these tools despite the challenges facing their implementation. According to the report, the reform programs have enhanced greater transparency in service delivery, improved accountability, responsibility in employees, enhanced policy coherence and strengthened capacity. these advantages are evident to the Department of Immigration. the study recommends that the use of Results Based Management, ICT and Business Process Re-engineering policies and changes should be implemented to improve service delivery in the Ministry of Immigration and Registration of Persons. In addition, the study recommends the following further studies: the study should be replicated to other public organizations (agencies) to allow for comparison of the findings of this study; the study recommends research on the success of public organizations in achieving objectives of their strategic planning (this is based on the challenges identified facing strategic planning in the Department of Immigration); and, finally, this study recommends future research on the relationship between Business Process Re-engineering (BPR) and efficient service delivery. This study will provide insight to what extent BPR affects service delivery.
| Identifer | oai:union.ndltd.org:netd.ac.za/oai:union.ndltd.org:nmmu/vital:9237 |
| Date | January 2013 |
| Creators | Angaine, Emily Karwitha |
| Publisher | Nelson Mandela Metropolitan University, Faculty of Business and Economic Sciences |
| Source Sets | South African National ETD Portal |
| Language | English |
| Detected Language | English |
| Type | Thesis, Masters, MA |
| Format | xiv, 61 pages, pdf |
| Rights | Nelson Mandela Metropolitan University |
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