TECHNOLOGY OPERATIONAL EFFICIENCY AND SERVICE DELIVERY IN THE PUBLIC SECTOR: NATIONAL TRANSPORT AND SAFETY AUTHORITY IN KENYA
Abstract
Technology operational efficiency practice as a business process is adopted by organizations to make the processes uniform and free of errors. It also helps increase speed of processing and in turn improves customer satisfaction since the product or service quality is predictable. Despite the efforts by the National Government to improve service delivery, adoption of technology operational efficiency has not been wholly effected. It was against this background that the study sought to find out the influence of technology operational efficiency on service delivery in the public sector, a case of National Transport and Safety Authority. The study employed descriptive research design and the population of this study was the 450 Staff member working at NTSA head offices in Nairobi County. Since the study population was large, the study adopted 20% of the population. Questionnaires were used to obtain important information about the population. Data collected was both quantitative and qualitative in nature. Descriptive statistical tools helped the researcher to describe the data and determine the extent used. Analysis was done quantitatively and qualitatively by use of descriptive statistics. This included percentages, mean and standard deviation which were presented using tables, bar charts to give a clear picture of the research findings. A simple regression model was used in determining the level of influence the independent variables had on dependent variable. The study concluded that operational efficiency has a significant effect on service delivery at National Transport and Safety Authority. Moving forward the NTSA management must ensure that all in house procured systems are user-friendly, programmers in this case programming ensure the systems they develop is subjected to tests in order to ascertain its operational efficiency and predict its ability to accommodate the ever growing demand with quality service delivery at NTSA.
Key Words: Technology Operational Efficiency, Service Delivery
CITATION: Sawe, B., & Cheluget, J. (2020). Technology operational efficiency and service delivery in the public sector: National Transport and Safety Authority in Kenya. The Strategic Journal of Business & Change Management, 7 (4), 753 – 764.
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DOI: http://dx.doi.org/10.61426/sjbcm.v7i4.1819
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