Challenges of online service strategy Implementation at Kenya Revenue Authority

Abstract

The principle objective of this paper is to identify the challenges KRA faced during the implementation of an Online Service Strategy and how it responded to the challenges. The qualitative case study made use of an interview guide and data was collected from core members of the team responsible for implementing the strategy. Using content analysis, responses were tabulated and weighted to determine key challenges and responses. The Findings indicate that KRA encountered a number of challenges with resistance to change, poor planning and poor infrastructure coming out as major challenges. Other identified challenges include lack of resources and over reliance on external consultants. KRA responded to the challenges by use of training, sensitization, stakeholder engagement in addition to investing in technology and best practices. A key conclusion of the study is that the supporting infrastructure must be in place before attempting to implement an Online Service Strategy. Additionally, stakeholders must be engaged to counter resistance and people with the requisite skills should be in charge of driving change of such magnitude and complexity.