THE EFFECT OF LEADERSHIP COMMITMENT ON SERVICE DELIVERY AT NATIONAL REGISTRATION BUREAU OF EMBU COUNTY.

Abstract

Leadership's commitment and proactive involvement are crucial in driving and sustaining the vision, mission, and goals of an organization. Strategic change management practices offer a structured framework for guiding institutions through complex transformations, helping government entities achieve their strategic objectives, boost competitiveness, and ensure long-term reliable service delivery. A compelling vision for change, combined with well-defined key priorities, provides a roadmap for efficient public service delivery. In Kenya, passport processing times can vary between one to two weeks after biometrics are taken, but delays are common due to issues like government printer breakdowns and high application volumes. Given these challenges, this study aimed to assess strategic transition planning and its impact on service delivery at the National Registration Bureau (NRB) of Embu County, with a specific focus on leadership commitment. The study used a correlational research design, sampling all 173 employees of the Kenya National Registration Bureau in Embu. Data were collected using structured questionnaires and analyzed with SPSS version 26, applying descriptive statistics and inferential analysis. Cronbach’s Alpha Coefficient (≥ 0.7) was used to ensure reliability. Results revealed a strong relationship between leadership commitment and service delivery (r=0.854, p=0.000). The study recommends that NRB adopt a digital registration system to streamline processes and reduce errors, while leaders should establish a clear vision aligned with the broader NRB objectives.