Hurdles to Knowledge Management Application in Enhancing Service Delivery at The National Land Commission Nairobi County, Kenya

Abstract

Efforts to address the ongoing problem facing Kenyan communities may be summed up by the National Land Policy and the National Land Commission. The issue has exacerbated by the rapid transition from the traditional method of land ownership in Kenya, where land is held in common, to a scenario in which land is held by individuals and the affluent could gain an advantage over the poor without knowledge management and any pushback from the community. The study's focus was on the knowledge management practices used by the Kenya National Land Commission, with the ultimate goal of enhancing the quality of those practices and the services they provide to the general public. Therefore, the study sought to investigate hurdles to knowledge management application in improving service performance at the National Land Commission, Nairobi County. A descriptive survey methodology was used for this study. The sample size was 150 people including NLC managers, customer service representatives, secretaries and customers and it was selected using stratified random selection to ensure that it is representative of the institution as a whole. The study was able to gather both primary and secondary information through conducting surveys and scheduling interviews. Cronbach's alpha was utilized to determine the reliability of the research instruments in the Test-retest technique. Means, percentages, standard deviations, tables, and figures were used to display the findings of inferential and descriptive statistics performed on the gathered data in SPSS (version 23). The biggest barriers that hurt knowledge management implementations are awareness, time, and culture. Many KM programs struggle to gain traction because they aren’t marketed in a way that cuts through the noise and resonates with employees. The study recommends that the organizational management must understand where and in what forms knowledge exists. The organization need to create a culture that values and rewards knowledge sharing, providing employees with the tools and resources they need to share knowledge through knowledge management tools, training programs and communication channels. For the organization to achieve the goal of knowledge management practice, they should enable and promote a culture of learning and development, creating an environment where employees are encouraged to share information to better the collective workforce. The organization should brainstorm catchy terms and phrases to talk about KM, along with a logo or motto that aligns with the organization’s culture and values.