STRATEGY IMPLEMENTATION PRACTICES AND SERVICE DELIVERY AT THE DEPARTMENT OF IMMIGRATION AND CITIZENS SERVICES IN NAIROBI CITY COUNTY, KENYA
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Abstract
The Department of Immigration and Citizen Services (DICS) in Nairobi City County, Kenya, continues to experience service delivery challenges that affect individuals, businesses, and other stakeholders who depend on efficient immigration services. This research study sought to analyze the effects of strategy implementation practices on service delivery with particular attention being placed on resource allocation, leadership support, stakeholder engagement and organizational structure. The research was grounded on the principles of Stakeholder Theory, the SERVQUAL Model, Systems Theory and the Resource-Based View Theory. Descriptive research methodology was used to conduct the research involving a sample of 304 respondents drawn from a population of 1,260 employees of the department. Structured questionnaires were used in data collection while analysis was done through descriptive and inferential statistics. The results show that the four strategy implementation practices positively affected service delivery. Leadership support had the highest contribution (β = 0.772), followed by resource allocation (β = 0.670), stakeholder engagement (β = 0.637), and organizational structure (β = 0.632). Based on the above findings, it can be concluded that the implementation of an effective strategy is crucial in enhancing service delivery within the field of immigration, specifically via proper leadership, allocation and distribution of adequate resources, stakeholder involvement, and organizational structures that facilitate coordination and accountability. Proper leadership is especially important since it helps provide strategic direction and assist in the effective implementation of other organizational activities. Based on the above recommendations, it is recommended that the Department implement needs-based resource allocation and training for its employees, improve its methods of consulting stakeholders, and reform its organizational structure in order to foster delegation, coordination, accountability, and decision-making.
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