| dc.description.abstract | The Ministry of Land and Natural Resources has established operational policies to
guide land administration and improve the delivery of information services to clients.
Despite this initiative, several past studies show that most land registries are not able to
provide efficient information service to their customers. This study was set out to
examine the institutional-based factors for improving information service delivery at
the land registry in Nyandarua County. The specific objectives were to determine how
financial resources, record management technology, land legislative framework and
registry staff competencies were affecting the improvement of information service
delivery in the land registry in Nyandarua County. The study was guided by the human
capital theory, resource dependency theory and new public management theory. It was
based in Nyandarua County. It was guided by the descriptive survey research design.
The target population comprised of staff working in the land registry, that is, 19 land
administration, four housing, 17 survey and mapping and 12 physical planning staff
and the county land registrar, who totalled 53. All participants took part in the study.
Data was collected using questionnaires and an interview guide. The reliability and
validity of the instruments were verified. The quantitative data were analyzed using
SPSS, where, descriptive and inferential statistics were used to summarize information
and test hypothesis, respectively. The qualitative data were analyzed using the thematic
technique. Results were presented using tables, figures, and using identified themes and
categories. In other cases, direct quotes were used. The information service delivery at
the Nyandarua land registry had serious gaps. It was characterized by complaints of
inconsistencies, sluggishness, inconveniencies, misplacement or misfiling of records.
This was partly attributed to staff proficiencies, skills and competencies; weak
operational frameworks, limited finances, weak financial policy, manual systems, lack
of comprehensive land legislative framework, lack of service charter, and weak records
management policy. Fifty per cent of the staff in the land registry did not have the
required skills and knowledge. The existing policies, rules and guidelines had not been
institutionalized due to poor sensitization programs. It was also clear that the
established rules and regulations, code of ethics and integrity measures had not
translated into actual improvement of service delivered to clients. The study
recommended the need for the Department of Lands, Housing and Physical Planning to
increase funds allocated to the land registry annually. It should further plan to acquire
a suitable lands records management system, develop a finance resources policy, a
comprehensive land legislative framework, operational frameworks, and strengthen the
land legislative framework. It should also liaise with the land registrar to establish
continuous proficiency development programs for land registry staff and capacity building programs. It should further set aside funds to support staff to attend
professional conferences, seminars and workshops. The findings were consistent with
the philosophical arguments of the three theories mentioned above. The findings have
weighty implications for policy development, land legislative framework, staff training,
and professional programs. The results impact service delivery practices at the land
registry in Nyandarua County. | en_US |
