Abstract
The main objective of this study was to establish the effect of strategic change management practices on performance of Huduma Kenya. The specific objectives were to assess the effect of leadership support and stakeholder involvement. The study was guided by Transformational Leadership theory, Stakeholder theory and Organizational Performance theory. The study adopted a descriptive research design. The population of interest comprised of 5 representatives from Huduma Centre Secretariat, 20 Ministries, Departments and Agencies (MDA) representatives from each of the 52 Huduma centres and 52 Huduma centre managers from each centre. The research used stratified random sampling approach in selecting 279 MDA representatives and 14 Huduma centre managers. A census approach was used for the 5 representatives from Huduma Centre Secretariat. The study employed both primary and secondary data. The questionnaire was used to collect primary data and included closed-ended questions to gather quantitative data, supplemented by a few open-ended questions to capture qualitative insights. The secondary data was collected through a data collection sheet. A pilot study of 30 staff from the General Post Office (GPO) Huduma centre in Nairobi represented 10% of the sample population. Content validity was used to measure validity while reliability of the questionnaire was assessed through internal consistency using Cronbach's alpha coefficient. Quantitative data collected through the questionnaires was analyzed using Statistical Package for Social Sciences (SPSS). Data was analyzed through descriptive statistics and inferential statistics. Descriptive statistics included frequencies, percentages, means, and standard deviations. Inferential statistics included correlation analysis and regression analysis. The qualitative data was analyzed using content analysis and presented in prose form. Results revealed that Huduma Kenya service delivery programme communicates clearly and effectively, Leaders at HKSDP encourage feedback and implement agreed changes, and that HKSDP ensures stakeholders are well-represented in discussions and forums. The study concludes that leadership support, and stakeholder involvement have positive and significant relationships with the performance of Huduma Kenya. Based on these findings, it is recommended that Huduma Kenya enhance leadership engagement, prioritize capacity-building efforts, and foster better communication channels to drive improved service delivery. Additionally, while stakeholder involvement remains important, it could be further strengthened through more targeted engagement strategies and involvement of MDAs in decision making.
Key Words: Strategic Change Management Practices, Performance of Huduma Kenya, Leadership Support, Stakeholder Involvement