Investigating the Influence of Organization Management on Service Delivery at Kenya Defence Forces Medical Insurance Scheme (DEFMIS)

Abstract

Globally, organizations are continually seeking innovative strategies to enhance service delivery, particularly in the healthcare sector. Effective organizational management, encompassing leadership, organizational culture, and structure, is essential for achieving service efficiency and quality. The Kenya Defence Forces Medical Insurance Scheme (DEFMIS), established to provide healthcare services to retired KDF personnel and their dependents, faces persistent challenges in service delivery. These challenges are attributed to its leadership style, organizational culture, and centralized structure. This study investigates the influence of organizational management on service delivery at DEFMIS, focusing on leadership, culture, and structure. Using a quantitative approach, data was collected from 378 respondents, including retired KDF personnel, DEFMIS management, and healthcare providers. Analysis revealed that organizational culture had the strongest positive correlation with service delivery (r = 0.525, p < 0.01), followed by leadership (r = 0.378, p < 0.01), while structure had a weaker but significant correlation (r = 0.204, p < 0.01). The findings indicate that DEFMIS’s military-oriented culture and centralized structure hinder service efficiency. The study recommends adopting transformational leadership to foster innovation, decentralizing structures to improve responsiveness, and promoting a customer-centered culture. Structural reforms and digital investments are also advised to enhance service delivery.