Stakeholder Engagement and Service Delivery in the National Police Service Commission, Nairobi City County, Kenya
DOI:
https://doi.org/10.70619/vol5iss5pp13-24-692Keywords:
Stakeholder Engagement, Service Delivery, National Police Service Commission (NPSC), Public Trust, Strategic Management, Participatory Governance, KenyaAbstract
This paper examines the implications of stakeholder engagement on service delivery in the National Police Service Commission (NPSC), Nairobi City County, Kenya. The NPSC is mandated with recruitment, promotions, welfare management, and disciplinary processes of police officers. This mandate directly influences public trust and service delivery outcomes. Despite this critical role, the NPSC continues to face persistent challenges in engaging stakeholders effectively, thereby leading to inefficiencies, delays, and diminished public trust. This study investigates the implications of stakeholder engagement on service delivery in the NPSC, Nairobi City County, Kenya. A mixed-methods design was employed, targeting NPSC civilian staff, police officers of varying ranks, and community representatives. The target population comprised NPSC staff, police officers of various ranks, and community representatives. Data were collected through structured questionnaires and analyzed using descriptive and inferential statistics. The statistical analysis revealed that stakeholder engagement had a strong positive and statistically significant relationship with service delivery outcomes at the NPSC (r = 0.612, p < 0.001; β = 0.461, p < 0.05). This indicates that enhanced stakeholder participation directly improves transparency, accountability, and responsiveness in service delivery. These findings are consistent with Kaito and Njoroge (2023) and Biwott and Nyamwanya (2023), who found that inclusive engagement mechanisms significantly strengthen public trust and institutional performance in policing organizations. The study concludes that deepening stakeholder engagement is central to strengthening public trust in police oversight institutions. The study’s recommendations emphasize the need for more robust participatory mechanisms, while suggesting further research on technology-enabled stakeholder engagement practices.
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