Delivering immigration services: a case of positive public administration in Kenya

This chapter explores a case study of the Directorate of Immigration Services in Kenya to challenge negativity associated with African bureaucracies in general. Evidence of the department’s performance in service delivery suggests relatively high levels of successful process management and program implementation. The department’s marquis services include issuance of passports for migrating individuals who send remittances back to the country, tourist visas, prevention of global terrorism, and work-permits. It argues that contrary to preponderance of media stories of corruption and malfeasance, the social and economic outcomes of the department’s task organization and policy implementation outputs demonstrate positive value addition. Following Douglas et al. (2021), the preponderance of criticisms leveled against bureaucracies must be interrogated within the context of pockets of bureaucratic effectiveness. That said, focusing on policy outcomes that improve social conditions in developing countries supports the global agenda of positive public administration.