Reputation Risk Management Practices and Service Delivery in Kenya Police Service

Abstract

The study sought to analyse reputation risk management practices and service delivery in Kenya Police Service (KPS). The objectives of the study were to evaluate how reputation risk affects service delivery and the practices used in managing reputation risk faced by the Police Service.

The target population included 100 police officers and all civilians who would seek some service at the police headquarters. The sample consisted of 30 police officers and 70 civilians who were sampled using stratified judgmental and convenience sampling methods respectively. The data was analyzed using descriptive statistics including frequencies, percentages and means. Microsoft Excel and SPSS were used to assist in the analysis. The study established that Reputation Risk has increased operational risk in Kenya Police Service and it hinders the police service from focusing and developing its core functions as well as reduces the effectiveness of the police service in performing its mandate.

The study further established that the KPS is faced with reputation risk challenges such as loss of faith by the public, loss of critical skills to other organizations and difficulty in obtaining organizational support from the public. Additionally it was revealed that the police force faces challenges of complaints from civil society about performance, perception by public that the service is incurably corrupt and poor service delivery. The study established that the Kenya Police Service can manage reputation risk through speedy and quality resolutions to customer complaints, developing a well understood customer service charter that will be shared with the public and having a resource capacity to handle customer complaints. Additionally it was established that there is a significant positive relationship between reputation risk and service delivery.

The study recommended that the police service needs to hold forums to educate customers (public) on police mandate and objectives so that they can appreciate police services more; engage in training of personnel on public relations and customer care; improve welfare of police officers; reform the service to build customer confidence; occasionally highlight the positive achievements by the police service; and enhance public private partnership to provide quality services and meet public expectations.