Dissertation Proposal: Service Delivery Analysis, Huduma Center, Kenya

This dissertation proposal examines the effects of service delivery in the Kenyan public sector, with a specific focus on the Huduma Center as a case study. The research explores the rationale behind the study, reviews relevant literature on one-stop shops in both developing and developed countries, and outlines the research methodology. The methodology includes the research philosophy (positivism), design (explorative), approach (deductive), strategy, and data collection methods (case studies). The proposal also addresses data analysis, inclusion and exclusion criteria for sources, and ethical considerations. The aim is to investigate how Huduma Center delivers government services, the channels used to provide access to Kenyan citizens, the impact of service delivery on the public sector, and to suggest recommendations for improvement. The research will analyze the performance of one-stop shops in various countries, including Tajikistan, Vietnam, Bangladesh, Bhutan, and the United Kingdom, to draw comparisons and inform the analysis of Huduma Center's operations.

Running head: DISSERTATION PROPOSAL
Proposal on effects of service delivery in Kenya public sector: an analysis of Huduma center
Kenya
Name of the student:
Name of the university:
Author note:

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Table of contents
Research rationale............................................................................................................................2
Literature review..............................................................................................................................2
One stop shop..............................................................................................................................2
Research aim................................................................................................................................3
Research objectives.....................................................................................................................3
2.2 Performance of one stop shop in developing countries.........................................................4
2.3 Performance of one stop shop in developed countries..........................................................5
3. Methodology................................................................................................................................7
3.1 Research Philosophy..............................................................................................................7
3.2 Research design.....................................................................................................................7
3.3 Research approach.................................................................................................................7
3.4 Research strategy...................................................................................................................8
3.5 Data Collection Method.........................................................................................................8
3.7 Data analysis..........................................................................................................................9
3.8 Reliability and validity..........................................................................................................9
3.9 Ethical considerations............................................................................................................9
3.10 Research Limitations.........................................................................................................10
3.11 Action Plan........................................................................................................................10

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4.0 References and Bibliography...................................................................................................11

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Research rationale
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. Tax 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.
Literature review
One stop shop
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

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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:
Research aim
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.
Research objectives
 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

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 To suggest recommendations for improving the public sector delivery in Kenya, so that
the people get quality products and services
 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?
2.2 Performance of one stop shop in developing countries
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, health care, 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

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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.
2.3 Performance of one stop shop in developed countries
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

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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).
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.

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3. Methodology
3.1 Research Philosophy
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.
3.2 Research design
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).
3.3 Research approach
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.

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3.4 Research strategy
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).
3.5 Data Collection Method
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.
3.6 Inclusion and exclusion criteria
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

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would make use of the journal articles and case studies, which have been published not less than
10 years.
3.7 Data analysis
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.
3.8 Reliability and validity
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.
3.9 Ethical considerations
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

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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).
3.10 Research Limitations
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).
3.11 Action Plan
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:
Activities Week 1 Week 2 Week 3 Week 4 Week 5 Week 6 Week 7 Week 8
Selection of the
topic
Developing aims,
objectives and
questions
Conducting
literature review
Data collection
Data analysis
Conclusion and
recommendations
First evaluation
Making
necessary
changes
Final evaluation
Submission

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4.0 References and Bibliography
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.

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Hudumakenya.go.ke (2018), Huduma, Kenya, Retrieved 12th 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 12th March 2018 from
http://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
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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
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Onestop.co.uk (2018), One stop shops of United Kingdom, Retrieved 12th March 2018 from
https://www.onestop.co.uk/
Panneerselvam, R. (2014). Research methodology. PHI Learning Pvt. Ltd..

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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.