Influence of Organizational Leadership Changes on Service Delivery at the National Police Service: A Case of Garissa County Headquarters

Abstract

ABSTRACT

This study centered on change management Practices on Service Delivery in the National Police Service at Garissa County Police Headquarters. To achieve this development change is inevitable for the successful attainment of the desired goals of service delivery in Kenya.  Service delivery is an element of business that defines the interconnection between service suppliers and consumers. Good service delivery gives clients improved value. A well-functioning public sector that delivers quality public services compatible with citizen tests and that encourages partnership growth between the police and the public. The specific objective of the research was to establish the degree to which organizational leadership change influences service delivery in the national police service at Garissa County headquarters. Mintz Berg and Quinn’s model, contingency model, and Kurt Lewin’s change theory model were applied in analyzing the theoretical background. A descriptive research method was applied. The research targeted a population of 852 NPS officers stationed at Garissa County headquarters including all cadres both junior and senior officers of which a sample of 171 respondents was selected. Questionnaires were issued to the selected respondents. Data collected was subjected to quantitative analysis and presented using descriptive statistical computation such as frequency, and mean, inferential statistic involving the use of correlation analysis was adopted to find out the kind of relationship between the dependent variable and the independent variables. Findings revealed a positive and significant influence of organizational leadership changes and service delivery. The study recommends that the county headquarters should devise a distinct chain of command to enhance efficiency; the leadership in the National Police Service in Garissa County should set up adequate and elaborate communication structures. This would enhance service delivery for the National Police Service in Garissa County.

Keywords: Change Management Practices, Services Delivery, National Police Service, Garissa County Headquarters.