Institutional-Based Factors for Improving Information Service Delivery at Land Registry in Nyandarua County, Kenya

Abstract

The Ministry of Land and Natural Resources has established operational policies to guide land administration and improve the delivery of information services to clients. Despite this initiative, several past studies show that most land registries are not able to provide efficient information service to their customers. This study was set out to examine the institutional-based factors for improving information service delivery at the land registry in Nyandarua County. The specific objectives were to determine how financial resources, record management technology, land legislative framework and registry staff competencies were affecting the improvement of information service delivery in the land registry in Nyandarua County. The study was guided by the human capital theory, resource dependency theory and new public management theory. It was based in Nyandarua County. It was guided by the descriptive survey research design. The target population comprised of staff working in the land registry, that is, 19 land administration, four housing, 17 survey and mapping and 12 physical planning staff and the county land registrar, who totalled 53. All participants took part in the study. Data was collected using questionnaires and an interview guide. The reliability and validity of the instruments were verified. The quantitative data were analyzed using SPSS, where, descriptive and inferential statistics were used to summarize information and test hypothesis, respectively. The qualitative data were analyzed using the thematic technique. Results were presented using tables, figures, and using identified themes and categories. In other cases, direct quotes were used. The information service delivery at the Nyandarua land registry had serious gaps. It was characterized by complaints of inconsistencies, sluggishness, inconveniencies, misplacement or misfiling of records. This was partly attributed to staff proficiencies, skills and competencies; weak operational frameworks, limited finances, weak financial policy, manual systems, lack of comprehensive land legislative framework, lack of service charter, and weak records management policy. Fifty per cent of the staff in the land registry did not have the required skills and knowledge. The existing policies, rules and guidelines had not been institutionalized due to poor sensitization programs. It was also clear that the established rules and regulations, code of ethics and integrity measures had not translated into actual improvement of service delivered to clients. The study recommended the need for the Department of Lands, Housing and Physical Planning to increase funds allocated to the land registry annually. It should further plan to acquire a suitable lands records management system, develop a finance resources policy, a comprehensive land legislative framework, operational frameworks, and strengthen the land legislative framework. It should also liaise with the land registrar to establish continuous proficiency development programs for land registry staff and capacity building programs. It should further set aside funds to support staff to attend professional conferences, seminars and workshops. The findings were consistent with the philosophical arguments of the three theories mentioned above. The findings have weighty implications for policy development, land legislative framework, staff training, and professional programs. The results impact service delivery practices at the land registry in Nyandarua County.