Employee Training and Public Service Delivery of Huduma Centres in Kenya

Abstract

The study examined whether Huduma centres are a success in eliminating corruption, petty bureaucracy and inefficiency in delivery of services in the public sector. The study sought to establish influence of employee training on public service delivery of Huduma centres in Kenya, and mediating variable of government policies. The study was anchored on servqual model, human capital theory and the new public model. Descriptive research design was used. The target population included branch managers, section supervisors and public customers of all the 52 Huduma centres in Kenya. Multi-stage probability sampling was used. A sample of 46 branch managers and 314 section supervisors were included using simple random sampling method. A total of 360 public customers were sampled using purposeful sampling. The study employed primary and secondary data. Primary data was obtained through self-administered questionnaires. Validity and reliability were determined through use of a pilot study. Secondary data was obtained from reviewing relevant literature and government statistics. Data analysis was done using both descriptive statistics and inferential statistics. Descriptive analysis measured and assessed numerical values of variables such as the mean and standard deviation. Cronbach’s alpha measured reliability. Inferential data analysis involved correlation coefficient (r) and multiple linear regression analysis. Study results showed a positive significant low linear association between employee training and public service delivery (PSD). There was a moderate linear association of the mediating relationship between government policies and PSD at 99% confidence level. Hypothesis results show that employee training has significance influence on PSD. Findings also show that, a unit increase in employee training leads to a unit increase in PSD. This shows that employee training practices motivate employees to work more hard. Moreso, government policies have a mediating relationship between employees’ training and PSD. The study recommends the government to reevaluate policies. Moreso, there should be proper implementation and use of human resource practices in Huduma centres so as to increase efficiency in the delivery of public service. Public organisations are urged to use guidelines provided by the strategy for human resources in the public sector, in order to avoid every ministry, from using its own regulations, norms and standards. Further research is recommended on more human resource practices in the public service.