DISRUPTIVE INNOVATION MANAGEMENT AND SERVICE DELIVERY IN REGULATORY AGENCIES IN KENYA
DISRUPTIVE INNOVATION MANAGEMENT AND SERVICE DELIVERY IN REGULATORY AGENCIES IN KENYA
Vincent K. Cheruiyot - PhD Student, Jomo Kenyatta University of Agriculture and Technology, Kenya
Dr. Josephat Kwasira - Lecturer, Jomo Kenyatta University of Agriculture and Technology, Kenya
Dr. Collins Juma - Lecturer, Jomo Kenyatta University of Agriculture and Technology, Kenya
ABSTRACT
The primary objective of the study was to investigate the influence of disruptive innovation management on service delivery in regulatory agencies in Kenya. Research also aims to provide a framework for the public sector to use innovation to make programs cheaper and more effective. The research on disruptive innovation and service delivery in regulatory agencies explores the tension between rapid technological advancement and often-slow regulatory frameworks, proposing methods for agencies to adapt and integrate innovations to enhance public service. The study was guided by Disruptive Innovation Theory. The study employed a cross-sectional research design, targeting a population of 4,660 respondents comprising executives, line managers, and heads of departments. A stratified sampling technique was utilized, and proportionate sampling was applied to determine a sample size of 369 executives, line managers, and heads of departments using Yamane’s formula. Pilot study was carried out to check the reliability and validity of the research instrument. Cronbach’s coefficient alpha was used to test for reliability while consultations from senior management in banks assisted in improving the content and face validity of the questionnaire. Statistical Package for Social Sciences version 26 was used to facilitate data analysis. A univariate analysis was used to estimate the relationship between quantitative dependent variable and independent variable. From the results, it can be concluded that disruptive innovation management measures (accessibility, simplicity, affordability, and convenience) had a statistically significant and positive correlation effect on the service delivery of regulatory agencies in Kenya. To effectively use disruptive innovation in Kenyan regulatory agencies, focus on creating supportive regulatory sandboxes, fostering an innovation culture with risk tolerance, leveraging mobile/digital tech (AI, Big Data) for efficiency (like M-Pesa), enhancing dynamic capabilities, and collaborating with tech firms/academia to drive transformation and improve service delivery while protecting consumers. Develop policies that encourage technological adoption, balancing consumer protection with industry growth.
