Assessment of Innovative Strategies on Service Delivery at the National Hospital Insurance Fund Nakuru, Kenya

Globally the business environment is rapidly changing due to current trends of technological upheavals, economic fluctuations and shifts in labour movement all with public demands for better services. All this has necessitated organizations to embrace various innovation strategies with the aim of constantly improving service delivery to customers. This justifies the present study that assessed the influence of innovative strategies on service delivery at the National Hospital Insurance fund, Nakuru. In particular, study sought to assess various innovative strategies adopted by the organizations 2014/2017 strategic plan to improve service delivery in terms of benefits, accessibility and growth in membership. The study was guided by stakeholder theory, technology acceptance theory and Institutional theory. In addition, the study adopted a descriptive research design. Census sampling technique was employed in the study to gather information from the 60 employees of NHIF, Nakuru branch. Structured questionnaires pilot-tested and further administered. Data collected was analyzed using descriptive and inferential statistics with the aid of the Statistical Package for Social Sciences version 20. A Pearson correlation analysis and a linear regression analysis were done. The correlation analysis done indicated positive correlations between all the independent variables (Biometric registration techniques, central connectivity, electronic funds transfer payments and open office layout adoption) and the dependent variable (Service delivery). Based on the results of the regression analysis, the first null hypothesis was rejected since the Biometric registration techniques were found to be having significant positive influence on service delivery at NHIF Nakuru branch. The fourth null hypothesis was also rejected since the study found out that the Open office layout had significant positive effect on service delivery at National Hospital Insurance fund, Nakuru. However, in tandem with the second and the third null hypotheses, central connectivity and electronic funds transfer payments respectively did not show significant effect on service delivery at NHIF. It was recommended that the organization should enhance its central connectivity systems and leverage its use of electronic funds transfer payments to improve the quality of service delivery. The study finding will be used by NHIF and other similar organization in enhancement of service delivery.