THE EFFECTS OF REMOTE WORKING ON STAFF COHESION AND SERVICE DELIVERY: A CASE STUDY OF THE UNIVERSITY OF ELDORET

The rapid advancement of technology and the COVID-19 pandemic accelerated the adoption of remote and hybrid working approaches in Kenyan higher education institutions to maintain operational continuity (Woldegiorgis, 2025). These work models were expected to enhance staff collaboration and improve service delivery by providing flexible working hours and reducing commuting stress. However, at the University of Eldoret, remote work has also introduced several challenges. Reduced face-to-face interaction has weakened informal communication channels that are essential for building strong teamwork and institutional culture. This has contributed to communication barriers, reduced collaboration, and the emergence of “invisible staff,” ultimately affecting team cohesion (Cho et al., 2018). Additionally, unreliable internet connectivity, inadequate digital infrastructure, and limited staff training for remote administrative tasks have further constrained effective service delivery (Nirmani, 2025). These challenges often result in delayed decision-making, misunderstandings, blurred work–life boundaries, and reduced productivity. Despite these concerns, there remains limited research examining how these challenges specifically affect staff cohesion and service delivery at the University of Eldoret. Therefore, this study seeks to investigate the impact of remote work on staff cohesion and service delivery and propose strategies to improve remote work engagement within the university.