ORGANIZATIONAL RESTRUCTURING ISSUES TO RESOLVE FOR SERVICE DELIVERY AT THE RETIREMENT BENEFITS AUTHORITY (RBA) IN KENYA
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Abstract
Service delivery is a critical indicator of organizational effectiveness in public sector institutions. Although the Retirement Benefits Authority (RBA) has undertaken several strategic change initiatives aimed at enhancing organizational performance, concerns relating to service efficiency, responsiveness, transparency, and the overall quality of service delivery continue to persist. This study paper focuses on influence of organizational restructuring on service delivery. The relationship between the variables was anchored on the contingency theory of organizational design. A descriptive research design was employed in targeting the 311 employees of RBA and 175 were sampled to take the part in this research, of which 156 filled and returned the questionnaire. the conducted analysis revealed that organizational restricting at (β1= 0.397, p = 0.000), having positive and statistically significant effects on service delivery. The findings indicate that effective restructuring of the organization improved operational efficiency, greater responsiveness, enhanced transparency, and better overall organizational performance. Based on these findings, the study concludes that restructuring RBA enhanced its service delivery and thus recommends reinforcing the organizational structures to enhance the quality and effectiveness of service delivery.
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References
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Vilakazi, N. (2023). An Exploratory Study of an Organisational Strategy and Organisational Structure Using the Miles and Snow Typology: A Case for a National Government Department (Doctoral Dissertation, Stellenbosch University).
Aulakh, P. S., & Kotabe, M. (2011). Institutional changes and organizational transformation in developing economies. In The Future of Global Business (pp. 322-339). Routledge.
Ayeta, M. A., Maloba, W. E., Godfrey, O. P., Jackline, K., Ivan, N., Ambrose, I. A. O., & Joseph, M. (2023). The Role of E-Governance in Enhancing Public Service Delivery and Citizen Engagement in Uganda. Global Scientific Journal, 11(4), 1998.
Balaji, K. (2025). E-Government and E-Governance: Driving Digital Transformation in Public Administration. Public Governance Practices in the Age of AI, 23-44.
Boamah-Abu, C. (2022). A Sequential Explanatory Mixed Methods Investigation of E-Government Outcomes Evaluation Practice in Developing Countries: South Africa as Context (Doctoral Dissertation).
Burlacu, S., Dobre, F., Mateescu, V. M., & Andrei, I. V. (2025). From Bureaucracy to Egovernment: Digital Transformation of Public Administration in Romania for a Sustainable Future. European Journal of Sustainable Development, 14(3), 289-289.
Creswell, J. W., & Creswell, J. D. (2017). Research Design: Qualitative, Quantitative, and Mixed Methods Approaches. Sage Publications.
Di Giulio, M., & Vecchi, G. (2023). Implementing Digitalization in the Public Sector. Technologies, Agency, and Governance. Public Policy and Administration, 38(2), 133-158.
Florea, A. C. (2025). E-Government and Integrity in Romania–Challenges of Digital Transformation and Public Trust. Student Papers on Smart Cities and E-Governance (Sposc & EGOV) Repository, 3(2).
Hagerer, I. (2019, July). German Universities as Actors in Organizational Design: A Qualitative Study. In Proceedings of the 5th International Conference on Higher Education Advances (Head’19).
Hakmani, F. A. (2023). Investigating the outcomes of organisational restructuring: a case study of Oman's public sector. International Journal of Innovative Science and Research Technology, 8 (1), 373 -385
Jerab, D., & Mabrouk, T. (2023). Strategies for Effective Organizational Restructuring: A Comprehensive Guide. Available At SSRN 4584665.
Klarić, M. (2023). Smart Digitalization and Public Services in the EU. EU And Comparative Law Issues and Challenges Series (ECLIC), 7, 151-174.
Landjohou, G., & Christopher, E. (2026). Digital Transformation in Public Service Delivery: A Narrative Review of Opportunities and Challenges in Developing Countries. Advancement in Management and Technology (AMT), 6(3), 01-12.
Lartey, F. M. (2020). Chaos, Complexity, and Contingency Theories: A Comparative Analysis and Application to the 21st Century Organization. Journal of Business Administration Research, 9(1), 44-51.
Lorsch, J. (2005). Contingency Theory of Organizations. Organizational Behavior 2: Essential Theories of Process and Structure, 226.
M’Mugambi, D. K., Okeyo, W., & Muthoka, M. (2020). Public Sector Reforms in Compliance with Public Service Ethics: The Case of County Governments in Kenya. African Journal of Emerging Issues, 2(9), 76-98.
Maolani, D. Y. (2023). Public Sector Leadership and Organizational Change: Analyzing the Effectiveness of Transformational Leadership in Government Agencies. Indonesian Journal of Humanities and Social Sciences, 4(2), 539-554.
Mcadam, R., Miller, K., & Mcsorley, C. (2019). Towards A Contingency Theory Perspective of Quality Management in Enabling Strategic Alignment. International Journal of Production Economics, 207, 195-209.
Meru, A. K., & Kinoti, M. W. (2022). Digitalization and Public Sector Service Delivery in Kenya. In Digital Service Delivery in Africa: Platforms and Practices, 1(1), 229–248. Springer International Publishing.
Mungai, A. N., & Gathungu, J. (2017). E-government strategy implementation and performance of the public sector in Kenya. International Academic Journal of Human Resource and Business Administration, 2(3), 301-338.
Mwangi, P. G. (2025). Customer Responsiveness Strategies and the Performance of Kenya Revenue Authority in Mombasa County, Kenya (Doctoral Dissertation, Kenyatta University).
Mwaura, A. W., & Gitari, J. (2018). Effect Of Strategic Restructuring on Public Service Performance: A Case Study of Ministry of Interior Murang'a County'. International Journal of Social Science and Humanities Research, 6(4), 771-795.
Nkgapele, S. M. (2024). The Usability of E-Government as a Mechanism to Enhance Public Service Delivery in the South African Government: Lessons from Practices. Digital Policy Studies, 3(1), 116-132.
Pasape, L., & Godson, E. (2022). Challenges Affecting Effective Implementation of Financial Management Information Systems in Local Government Authorities in Tanzania as Part of the Digital Ecosystem.
Pollitt, C., & Bouckaert, G. (2017). Public management reform: A comparative analysis-into the age of austerity. Oxford University press.
Roach, C. M., Abraham, R., Hijal‐Moghrabi, I., & Sabharwal, M. (2025). New Public Management Reform Strategies: Cross‐National Impacts on Performance‐Oriented Management. Public Administration and Development.
Saunders, M., Lewis, P., & Thornhill, A. (2011). Research Methods for Business Students (4th edn.
Shibambu, A., & Ngoepe, M. (2025). Enhancing Service Delivery through Digital Transformation in the Public Sector in South Africa. Global Knowledge, Memory and Communication, 74(11), 63-76.
Vilakazi, N. (2023). An Exploratory Study of an Organisational Strategy and Organisational Structure Using the Miles and Snow Typology: A Case for a National Government Department (Doctoral Dissertation, Stellenbosch University).