Staff Capacity and Service Delivery at Migori County Government Headquarters, Kenya

ABSTRACT : Public service delivery depends substantially on the capacity of employees to perform administrative functions accurately, consistently and within required timelines. This study examined the influence of staff capacity on service delivery at the Finance and Economic Planning Department of Migori County Government Headquarters, Kenya. A cross-sectional survey design was adopted, and a census approach was used to target 185 employees in the department. Data were collected using a semi-structured questionnaire administered through KoboToolbox and measured on a five-point Likert scale. Of the 185 questionnaires distributed, 176 were returned and 170 valid questionnaires were used for analysis, representing a response rate of 95.1%. Descriptive statistics, Pearson correlation and multiple linear regression were used to analyse the data. Staff capacity recorded a composite mean of 3.03 (SD = 0.92), indicating minimal adequacy. Staff competence recorded the highest mean (M = 3.72, SD = 0.98), while orientation and coaching for new staff recorded the lowest (M = 2.56, SD = 1.24). Only 23% of respondents agreed that regular training was provided, 21% agreed that new staff received adequate orientation and coaching, and 33% agreed that staffing levels were adequate. Staff capacity had a strong positive relationship with service delivery (r = 0.642, p < 0.01). In the multiple regression model containing staff capacity, process coordination, records management and ICT support, staff capacity had the largest standardized coefficient (β = 0.286, p < 0.001). The four predictors jointly explained 52.4% of the variation in service delivery (R² = 0.524; adjusted R² = 0.512), and the model was statistically significant, F(4,165) = 29.34, p < 0.001. The findings indicate that staff competence was a relative strength, but weaknesses in training, orientation, workload balance and staffing levels constrained service delivery. The study recommends structured continuous training, formal orientation and coaching for new staff, workload assessment, staffing review and strengthened supervisory support.