ABSTRACT

The purpose of this study was to assess the effects of bureaucratic processes on the public service delivery, a case of Mandera County. This was a descriptive study focusing on process of implementing and results thereof. A case study was conducted in the department of Lands in Mandera East. The study was guided by the following research objectives: to identify bureaucratic challenges which consumers encounter in public service delivery in Mandera County, to determine how bureaucratic principles affect service delivery in Mandera County and to examine the initiatives established by Mandera County to improve delivery of services to its citizens. This Study was guided by Marxian class theory and Weberian bureaucratic theory. The population of study was the civil servants in the department of lands which was 121 and the sample size was calculated at 30% which translated to 36 respondents but successfully filled questionaires were 30 thus representing a response rate of 83.3%. The data was collected using questionnaire. Data was analyzed through descriptive statistics using statistical package for social science (SPSS 22) in order to give quantifiable statistics and the results were presented in tables. The study found out that the majority of staff of Mandera County, forming 73% of respondent accepts the fact that Officials of the Mandera County have ability to influence social and economic development of the citizens, whereas 27% of the respondents disagreed to this fact. Further, the study identified the need for administrative reforms for better service delivery the County and hence the conclusion that county governments should embrace sturdy reforms in public sector to embrace new public management best practices that seek to reduce the bureaucratic processes for efficient service delivery.