How Does Huduma Center Provide Delivery Services In Kenya

One Stop Shop in Kenya

Questions:

What Are The Ways Through Which Huduma Center Provides Delivery Services To The Customers?

Through What Channels Are The Kenyan Citizens Provided With The Access For Public Delivery Services?

What Impact Does Service Delivery Have On The Public Sector Of Kenya, Especially Huduma Centre?

What Recommendations Can Be Proposed For Improving The Service Delivery In The Public Sector?

Proper delivery of goods is a crucial aspect, which completes the manufacturing process. Quality in the delivered goods is mostly overlooked, which deprives the customers from getting the exact goods, which they have ordered. taxation tariffs in the import and export activities aggravate the complexities in delivering the goods to the exact location. However, Kenyan economy is stable as the GDP per capita is 1455.36 USD. On the other hand, the demands from the native and the foreign customers need to be catered, which is possible through the development of effective plans (Chekwanda & Stella, 2017). This research would attach a deeper insight into the delivery means and methods adopted by Huduma center in Kenya.

Going by the name, one stop shop means a shop, where the customers would get all the services under one roof. The word “stop” can mean the trafficking of the customers towards the products and services of the companies and organizations. In other words, the customers stop here, have a look at the products and services and apply their purchasing power for the possession of quality, and branded products (Njuki et al., 2015). In contrast to this, only one shop is not enough, as numerous customers plan to invest in the services. Viewing it from the perspective of social media, the name one stop shop is justified as it itself is a large platform for the personnel to attract more customers. All these aspects also seem true for the public sector, where the state government is entrusted with the responsibility to look after the delivery of the products and services. Attaching the concept of one stop shop, the government is in charge of providing permission to the companies and organizations to provide access to the customers for availing the delivery services (Batley & Mcloughlin, 2015).

The government personnel assist the public sector in terms of creating effective plans, so that these one-stop shops operate smoothly. One of the typical components of this assistance is funding for the introduction of lucrative schemes, offers, trades and discounts. Rationality in these offers helps the public sector personnel to identify the target audience. Along with this, the personnel need to ensure that the customers are provided with the access to the delivery services. For this, the personnel are instructed by the law personnel to follow certain rules and regulations. The customers and clients need to submit their valid photo ID proof, license of the company or organization (Abdalla et al., 2015). Verification of these documents helps the personnel to ensure the safety and security of the personnel.

Based on this, the aims, objectives and following questions are as follows:

One Stop Shop in Other Countries

The aim of this research is to investigate the effect of service delivery in public sector of Kenya, through the case study analysis of Huduma Center.

• To find out the ways and means adopted by Huduma center to deliver the government services to the customers
• To excavate the channels, through which the Kenyan citizens are provided with the access for public delivery services
• To examine the effect of service delivery on the productivity of the Kenyan public sector
• To suggest recommendations for improving the public sector delivery in Kenya, so that the people get quality products and services

Considering Asia, one-stop shops are the collaborative initiative of the local government in terms of modernizing public sector delivery. Narrowing down the search to Tajikistan, physical presence of government chief, results in the speedy delivery of the services. Every week evaluation is done for the delivered services. Diversified services, which are available for the public are education, healthcare, social protection, land tenures, passports and registration for the civil courts matters. Centers are developed for providing information to the public regarding the ways and means of this delivery (Loginasia.org, 2018).

In Vietnam, one-stop shops are an integral part of the delivery system. Availability of the services under one roof enhances the convenience of the customers. Here, the model of one door many windows is followed. The windows here represents the customers help desks, put up to solve the queries of the customers and clients regarding the delivery services. E-government platform results in the interaction between the clients and the government personnel. The government looks after the provision of access to the customers for enjoying the delivery services (Loginasia.org, 2018).

If attention is turned to Bangladesh, one stop shop is an integral part in the functions of the local government. One of the major facts is the establishment of the Union Information Service Centres (UISC). These centers ensure that the customers have proper access towards the delivery services. These service centers have been established in addition to the numerous privately owned delivery facilities. The operation of these centers is looked over by the Union Parishad, the lower most position in the panchayat.

In Bhutan, one-stop shops are the result of the initiatives taken by the Swiss Agency for Development and cooperation (SDC), United Nation agency and Government of India. Geographical complexities are the major drive behind the introduction of one stop shops (Loginasia.org, 2018). These shops have proved effective in enhancing the productivity of the companies and organizations. Using the business models have helped the personnel to increase the profit margin.

United Kingdom is one of the developed countries, where the one stop shop to refer to the facilities, which are provided to the residential people. The officers are entrusted with the responsibility to arrange meetings with the people for discussing the ways and means for delivering the services. The focus of this meeting is to establish a single point, where the customers can get all the services. This is basically the malls, halls, city or town. One of the striking features is the consciousness towards the security plans for averting the instances of outsiders and trespassers (Onestop.co.uk, 2018).

The government personnel is responsible for creating a team, providing them with the needed training, housing assistance and other services. The service centers are similar to the job centres or the customer help desks. The officers in these centers also look after the proper placement of the employees. Personal interactions between the employees, personnel and the government agencies proves beneficial in achieving productive solutions for operating the one stop shops. The websites of the one-stop shops looks similar to the official website of the hypermarkets and food restaurants (Onestop.co.uk, 2018).

Service Delivery in the Public Sector of Kenya

The websites acts the stop for the customers to know about the offers, schemes and discounts, which the customers can get with the delivered services. Access is provided to the customers, so that they can avail them from their mobiles. One of the interesting facts is the provision of meal solutions and recipes, which enhance the culinary skills of the people. This is one of the effective means for catering to the health needs of the customers through the suggestion of healthy recipes in an interesting manner.

Formation of the community helps the personnel to enhance the corporate social responsibility. The government and the shopkeepers, for uplifting the living standards of the community people, undertake projects for social causes (Onestop.co.uk, 2018).  Formation of strategies helps the personnel of one-stop shops to reach to a large number of customers.

Mainly, positivism, post positivism and interpretivism philosophies are applied in a research (Mackey & Gass, 2015). In this research, positivism philosophy would be used in this research for speculating the scientific facts related to the effect of service delivery in the Kenya public sector, especially Huduma center.  

There are three research designs- explorative, explanatory and descriptive. In this research, explorative design would be applied for exploring the specific functionalities of the different ways and means for delivering the goods and services. This would be helpful in assessing the public sector of Kenya. Explanatory and descriptive would not be used as it needs the detailed description of the testings and iterations of software development (Flick, 2015).

Deductive and inductive are the two research approaches through which a research is perceived. Deductive approach means deducing conclusions from the gathered facts. Inductive approach is to induce new results from the already established facts. In this research, deductive approach would be applied for deducing relevant conclusions on the effect of service delivery on the service delivery of Kenya public sector (Silverman, 2016).  Inductive approach would add hypothetical aspect to the results of the already conducted tests and experiments.  

Every research is conducted by forming a definite strategy. Formation of strategies helps in the systematic execution of the project related activities. This is also applicable for the current research. At the initial stage, aims, objectives and questions would be developed. As a sequential step, literature related to the performance of one stop shops in developing and developed countries would be collected, followed by the collection of data. After the data collection, analysis would be done for the collected data, from where relevant conclusions would be deduced (Smith, 2015).

In a research, the data is collected mainly through primary and secondary method. Within these, there are subdivisions-primary and secondary. In primary, the data is collected through surveys and interviews. Questionnaires are prepared for completing the survey and the interview process. On the other hand, in secondary method, the data is collected through case studies, articles, websites and other sources (Mackey & Gass, 2015). In this research, case studies would be used for collecting relevant information on the effect of service delivery on the Kenya public sector.   

Impact of Service Delivery on Huduma Center

The research has certain specifications, which the researcher needs to follow. This is applicable especially for the reference to the sources. There are two criterias for looking into the sources- inclusion and exclusion criteria. These criterias enhance the clarity of the researchers regarding the sources to refer and the sources not to refer. The researcher needs to include the sources, which are recent and not older than 10 years. On the other hand, the researcher needs to exclude the sources, which have been published long time back. In this research, the researcher would make use of the journal articles and case studies, which have been published not less than 10 years.

The data collected for the completion of research are analyzed through primary and secondary methods. Within this, there are subdivisions-primary and secondary. In the primary method, questionnaires are prepared to analyze the responses of the survey. On the contrary, in the secondary method, case studies are referred for analysing the collected data (Smith, 2015). In this research, the researcher would refer to case studies related to service delivery in the public sector of Kenya. The focus of the case studies would be public service delivery through one-stop shops. These case studies would be taken from online websites, government websites, journal, books, newspaper and public service periodicals.

The researcher needs to make propositions, which are valid and reliable for the readers. For this, the inclusion and exclusion criteria need to be remembered. Referring to the sources, which do not need subscription, helps the researcher to avert the instances of plagiarism and collusion (Brinkmann, 2014).  On the other hand, referring to government and company websites, journal articles would help the researcher to produce reliable and valid data regarding the impact of agile methodology on increasing the project success rate.

Adhering to the ethics is the prime responsibility of a researcher. Typical example of this is Data Protection Act (1998), which enables the researcher to maintain the safety and security of the responses provided by the samples. Along with this, referring to sources, which do not need subscription, also falls within the research ethics. Catering to the convenience of the samples is one of an important ethical consideration, which the researcher would follow in this research (Silverman, 2016).

Researcher tries to produce best efforts for incorporating every aspect into the research. However, there are time and financial constraints, which compel the researcher to leave certain things for submitting the research within the stipulated deadline. In this research, time and financial constraints would compel the researcher to choose only primary quantitative data for data collection (Brinkmann, 2014).

Planning helps the researcher to systematize the research related activities. The following is a sample action plan, which enhances the clarity of the researcher as how to complete the research:

References

Abdalla, A. G., Kiragu, J. K., Waswa, F. A., Ono, F. T., Kariuki, J. W., & Ikua, D. M. (2015). Effect of Huduma Centers (One Stop Shops) in Service Delivery–A Case Study of Mombasa Huduma Centre. International Journal of Academic Research in Business and Social Sciences, 5(6), 102-117.

Armstrong, K., Greene, J., Harvey, G., & Pimental, M. (2017). The Creation of an integrated services division to advance university strategic initiatives. Planning for Higher Education, 45(2), 107.

Barrett, M., Davidson, E., Prabhu, J., & Vargo, S. L. (2015). Service innovation in the digital age: key contributions and future directions. MIS quarterly, 39(1), 135-154.

Batley, R., & Mcloughlin, C. (2015). The politics of public services: a service characteristics approach. World Development, 74, 275-285.

Brinkmann, S. (2014). Interview. In Encyclopedia of critical psychology (pp. 1008-1010). Springer New York.

Chekwanda, B. S., & Stella, M. (2017). Financial Impact of devolved funds on economic growth in Kenya. American Journal of Economics, 1(1), 46-65.

Fath-Allah, A., Cheikhi, L., Al-Qutaish, R. E., & Idri, A. (2014). E-government maturity models: A comparative study. International Journal of Software Engineering & Applications, 5(3), 71.

Flick, U. (2015). Introducing research methodology: A beginner’s guide to doing a research project. Sage.

Hudumakenya.go.ke (2018), Huduma, Kenya, Retrieved 12^th March 2018 from  https://www.hudumakenya.go.ke/about-us.html

Jilke, S., Van Ryzin, G. G., & Van de Walle, S. (2016). Responses to decline in marketized public services: An experimental evaluation of choice overload. Journal of Public Administration Research and Theory, 26(3), 421-432.

Loginasia.org (2018), Knowledge products one stop shops, Retrieved 12^th March 2018 from  https://www.loginasia.org/ga4-assets/KnowledgeProducts/OSS_Experience_Collation.pdf

Mackey, A., & Gass, S. M. (2015). Second language research: Methodology and design. Routledge.

Matzler, K., Veider, V., & Kathan, W. (2015). Adapting to the sharing economy. MIT Sloan Management Review, 56(2), 71.

Njuki, R., Abuya, T., Kimani, J., Kanya, L., Korongo, A., Mukanya, C., … & Warren, C. E. (2015). Does a voucher program improve reproductive health service delivery and access in Kenya?. BMC health services research, 15(1), 206.

Nyamasege, O. J., & Biraori, O. E. (2015). effect of supplier relationship management on the effectiveness of supply chain management in the Kenya public sector. International Journal of Managing Value and Supply Chains, 6(1), 25.

Onestop.co.uk (2018), One stop shops of United Kingdom, Retrieved 12^th March 2018 from https://www.onestop.co.uk/

Panneerselvam, R. (2014). Research methodology. PHI Learning Pvt. Ltd..

Resta, B., Powell, D., Gaiardelli, P., & Dotti, S. (2015). Towards a framework for lean operations in product-oriented product service systems. CIRP Journal of Manufacturing Science and Technology, 9, 12-22.

Rischke, R., Kimenju, S. C., Klasen, S., & Qaim, M. (2015). Supermarkets and food consumption patterns: the case of small towns in Kenya. Food Policy, 52, 9-21.

Roman, D., Nikolov, N., Putlier, A., Sukhobok, D., Elvesæter, B., Berre, A., … & Moynihan, R. (2016). DataGraft: One-stop-shop for open data management 1. Semantic Web, (Preprint), 1-19.

Silverman, D. (Ed.). (2016). Qualitative research. Sage.

Smith, J. A. (Ed.). (2015). Qualitative psychology: A practical guide to research methods. Sage.

Takemura, T., Kielmann, K., & Blaauw, D. (2016). Job preferences among clinical officers in public sector facilities in rural Kenya: a discrete choice experiment. Human resources for health, 14(1), 1.

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