This archive report was first published on 24 October 2019.
Thursday, October 24, 2019, saw a call for more innovative government services in Kenya, with citizens demanding transparency, controlling inflation, and better services in the digital age.
However, governments can lead in innovation, as seen in Estonia's online services and the Dutch government's management of Schiphol Airport.
Kenya has made strides in innovation, with online tax filing through iTax, eCitizen services, and 24-hour customer service lines from parastatals like Kenya Power.
But how do we maintain and increase innovation in public organisations? Research by Mieke Audenaert and colleagues found that consistency in performance management is key, with public servants craving predictability and reliability.
Consistency in policies and procedures, continuous monitoring, and feedback mechanisms are essential for employee satisfaction and focus on innovation.
However, the quality of leader-employee exchange can moderate the effects of consistency, and toxic relationships can hinder innovation efforts.
Therefore, government and public organisations must utilise 360-degree performance tools and employee surveys to ensure individual supervisors do not kill innovation efforts.
