ENHANCING SERVICE DELIVERY IN PUBLIC SECTOR BY LEVERAGING ON DIGITAL TRANSFORMATION
A CASE OF KIAMBU LEVEL FIVE HOSPITAL
Abstract
In the public sector, the main goal of service delivery is to make sure that people can get to and use important tools and services in a way that meets their needs. Service delivery is very important in the healthcare field, especially in state hospitals, because it has a direct effect on how well patients do and on the health of the people as a whole. Digital change has a big effect on service delivery because it lets companies use flexible organizational structures and connect digital business communities. The goal of this study was to look into how going digital has changed the way services are provided at Kenya's Kiambu Level 5 hospital. The study looked at how customer relationships, growing skills, and constant improvement affect the digital change process. Resource-based view, identify, distinguish, connect, and modify theories, as well as dynamic capability theories, were used to guide the study. Based on a detailed study approach, the study was carried out. The target group was made up of 282 Kiambu Level 5 hospital workers. A group of 165 individuals was used as a sample. Structured surveys and an interview plan were used to gather the data. The study looked at how accurate and reliable research tools were. Descriptive statistics and regression analysis were used to look at quantitative data. Content analysis, on the other hand, was used to look at qualitative data. A strong link (r=0.822, p<.001) was found between the digital change factors and service performance. The study found that the three digital transformation factors can explain about 66.9% of the differences in service performance. Continuous growth (p<.001) and customer interaction (p<.001) were both important. The study found that going digital has a big and good impact on service delivery at Kenya's Kiambu Level 5 Hospital, mainly through bettering relationships with customers and always making things better. The study said that Kiambu Level 5 Hospital should use digital tools to try to keep customers they already have. It was also suggested that the hospital spend money on digital technology to make the hospital more productive and find technology that guarantees on-time delivery of health services.
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