INFLUENCE OF SYSTEM AUTOMATION ON SERVICE DELIVERY AT THE MINISTRY OF PUBLIC SERVICE AND GENDER IN NAIROBI- KENYA
INFLUENCE OF SYSTEM AUTOMATION ON SERVICE DELIVERY AT THE MINISTRY OF PUBLIC SERVICE AND GENDER IN NAIROBI- KENYA
Nancy Muthoni Muthee - Jomo Kenyatta University of Agriculture and Technology, Kenya
Robert Mang’ana - Jomo Kenyatta University of Agriculture and Technology, Kenya
ABSTRACT
Process automation is the practice in which an organization advances its system from the manual to computerized system to ease the work flow and ease of undertaking operations. Automation is important to organization as it enables easy operations by use of machines and this leads to improved productivity and increased productivity. System automation entails all that is done in order to reduce the manual operations and speed up operations by use of electronic gadgets and internet services. One of the methods of automation is having an online presence of an organization by having a website which is friendly to users. The main objective of this study was to evaluate the influence of System Automation adopted by the Ministry of Public Service and Gender and how they influence Service Delivery in the Ministry. This study used the Resource Based Theory to explain the relationship between the study variables. The study used questionnaires collect primary data. A descriptive survey design was adopted. The target population included all the 128 Senior Management Staff working at the head office in Nairobi as at December 2019. Krejcie and Morgan formula was used to calculate the sample size where a sample of 96 employees was used from the three levels of management, that is, lower level, middle level and the top level of management. Data collected was analyzed using descriptive and inferential statistics ranging from frequencies, percentages, correlation and regression. Statistical Package for Social Sciences version 23 was used for Data Analysis. Both descriptive and inferential statistics showed that system automation significantly influences service delivery at the Ministry of Public Service and Gender in Nairobi. The study concluded that system automation initiatives conceptualized by the study as having user friendly websites, customer information system and staff proficiency in computer skills significantly influences service delivery at Ministry of Public Service and Gender in Nairobi, thus service firms that regularly and timely roll out customized and user friendly automated system can realize a significant improvement in their service delivery. The study recommends that there should be regular, timely and continuous improvement activities such as introduction of new services, procedure enhancement and user support services across all cadres of employment in the Ministry of Public Service and Gender in Nairobi, so as to realize a significant improvement in service delivery, and that suitable and feasible customer focus approaches must be crafted and seamlessly implemented by employees to boost public service delivery Ministry of Public Service and Gender in Nairobi.
