ENHANCING STRATEGIC DECISION MAKING FOR SERVICE DELIVERY IN NATIONAL GOVERNMENT AFFIRMATIVE ACTION FUND, KENYA
Abstract
Since the formation of National Government Affirmative Action Fund (NGAAF), most of the departments, including program department, corporation secretary and legal services department, publication awareness and capacity building department, and internal audit and risk assurance department, continue to report operational inefficiencies attributed to gaps in leadership. The aim was to establish how data-driven policies, bureaucratic decisions, and ethical considerations influence efficiency, accessibility, transparency, and public satisfaction of NGAAF’s programs. The study examined the role of strategic decision-making in enhancing service delivery outcomes among marginalized groups supported by the Fund. The study employed a descriptive research design targeting staff of the National Government Affirmative Action Fund (NGAAF) drawn from headquarters and county coordination offices across Kenya. A census approach was adopted since the target population was small and directly involved in strategic leadership and service delivery functions. The study targeted 58 participants, comprising 12 staff at the NGAAF headquarters and 46 county coordinators. Data were collected using semi-structured interview guides and observation schedules. The instruments were reviewed by experts to ensure content validity and were pretested to confirm clarity and relevance. Ethical clearance was obtained from Kenyatta University and authorization granted by NGAAF headquarters. Qualitative data were analyzed through thematic analysis, which involved organizing responses into patterns that reflected key aspects of strategic decision-making and service delivery. The findings were presented narratively to capture both institutional and contextual perspectives. The findings collectively showed that strategic decision-making at NGAAF is participatory, visionary, and adaptive, contributing positively to service delivery. However, implementation bottlenecks, resource limitations, and centralized control reduce efficiency and responsiveness. Strengthening decentralized decision authority, maintaining ethical standards, and ensuring consistent resource allocation were identified as necessary to enhance service quality and public satisfaction.
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