The Effect of Strategic Communication on the Quality-of-Service Delivery in the Ministry of Interior and National Administration, Kenya (Published)
The study examined the effect of strategic communication on the quality-of-service delivery in the Ministry of Interior and National Administration, Kenya. The study aimed at finding out the internal communication systems, stakeholders’ interactions and feedback systems that affect the quality of services offered by the ministry.The study employed secondary research and qualitative research techniques. Academic articles, government documents, policies and cases were used to examine the existing literature and determine the current state of strategic communication at the Ministry of Interior and National Administration.The study revealed the significance of the internal vertical and horizontal communication in the improvement of the service delivery. Downward communication helps to explain policies and objectives in an effective manner and upward communication assists in passing important information from the subordinates to the superiors. Horizontal communication helps in the exchange of ideas within departments and helps in the overall cohesiveness of the service delivery system. Stakeholder engagement improved the communication across various stakeholder. The study also highlighted the importance of feedback mechanisms in improving the quality of services and addressing some of the challenges including bureaucratic delay. Strategic communication implementation can control public expectations, disseminate information on time, and enhance organizational coordination hence enhancing service delivery results.The findings of the study add to the existing literature by focusing on strategic communication in the delivery of public sector services. It offers specific suggestions on how to strengthen the communication efforts in the Ministry of Interior and National Administration, for instance, by developing the internal communication and engaging the relevant stakeholders. Thus, the policy implications of the study include adopting feedback mechanisms and open communication strategies to enhance the public’s trust in its government and foster responsible and accountable governance. In the case of the governmental context, the systems theory and stakeholder theory in analyzing the communication processes provide a theoretical foundation that can be used in other governmental contexts to enhance the delivery of services.
Keywords: Public Administration, ministry of interior and national administration, quality of service delivery, stakeholder engagement, strategic communication