HPG 2104: PUBLIC SECTOR CUSTOMER SERVICE

GROUP ASSIGNMENTS

Instructions:

You are required to carry out the following assignment in your respective groups: -

1. Establish at least (five) customer service strategies undertaken by the respective county
to enhance service delivery (including obtaining customer information, handling
customers and feedback mechanisms) in at least 3 sectors (education, health or any
other services the county provides)
2. Evaluate the challenges (at least five) that the county is facing in service delivery in the
3 sectors identified above giving appropriate examples
3. Discuss at least five (5) strategies you would propose that would enhance effective
service delivery in the areas identified
4. Prepare a 10 min presentation on power point (at least 10 slides) (background of
county, sectors identified, customer service strategies, challenges and proposed
strategies)

The groups will present their findings in class on the dates indicated, and typed report
handed in thereafter (Not more than 10 pages excluding the cover page and references).
The names and registration number of the team should be indicated.
All the members in the group SHOULD participate.

Group assignment: 30 marks

Group /County/County Code Date of presentation

Group 1 J (Mombasa - 01) Group 2 J (Tana River - 04) 4h March,2024

Group 1 K (Nairobi - 47) Group 2 K (Migori - 44)

Group 3J (Wajir – 08) Group 4J (Meru – 12) 11th March,2024

Group 3K (Busia – 40) Group 4K (Bomet – 36)

Group 5 J (Machakos – 16) Group 6J (Marsabit -10) 18th March, 2024

Group 5 K (Nakuru -32) Group 6K (Elgeyo Marakwet – 28)

Group 7 J (West Pokot – 24) Group 8 J (Trans Nzoia-26) 25th March, 2024
Group 7 K (Kajiado-34) Group 8 K (Bomet-36)

Group 9 J (Kiambu-22) Group 10J (Baringo -30) 1st April, 2024

Group 9 K (Vihiga-38) Group 10K (Kisumu -42)

HPG 2104: PUBLIC SECTOR CUSTOMER SERVICE

ALLOCATION OF MARKS

S/No. ASPECT/TASK OVERALL MARKS

Presentation

1. Power point slides 4

2. Overall oral presentation by the team 2

3. Subject knowledge/mastery 2

4. Content and creativity 2

Written report

5. Background/introduction of County 4
and sectors identified

6. County Customer service strategies 5

7. Challenges experienced by counties 5

8. Proposed customer service strategies 5

9. References 1

TOTAL 30

*For any clarification contact: Dr. Rebeccah Ann Maina – beckymaina@jkuat.ac.ke

HPG 2104: PUBLIC SECTOR CUSTOMER SERVICE