E-government Platforms on Public Service Delivery in Kenya: Case of Kenya Revenue Authority and National Transport and Safety Authority

Abstract

Traditional method of providing public services by public organizations in Kenya has been characterized by inefficiency due to the extended bureaucratic model and its untimeliness, which affected citizens' satisfaction. The development of the internet, digital connectivity and other innovative technologies ushered in opportunities, empowering people and governments to share data and knowledge. E-government is known to enhance efficient practices in public organizations, making processes uniform, predictable and speedy. Therefore, this study focused on determining the relationship between the performance of e-government platforms and the provision of public services delivery in KRA and NTSA. Specific objectives of this research study were to establish the effects of timeliness of feedback of e-government platforms on public service delivery in KRA and NTSA, to determine the performances of e-government platforms that have led to the provision of quality services at the KRA and NTSA and to determine the level of convenience with which clients access online services and how it has influenced customer’s attitudes towards e-Government performance at KRA and NTSA. The research adopted a descriptive survey design that enabled the collection of research data through structured questionnaires. Data analysis results were recorded using tables and figures for easy interpretation. The study correlation analysis revealed a significant positive correlation between the performance of e-government platforms and public service delivery at KRA and NTSA. The study result also revealed a positive and significant correlation between the convenience of penetrating e-government platforms and customers’ attitudes towards online services. Findings of the research study concluded that clients of KRA and NTSA feel confident in their abilities to use the companies' online services. The study also showed that NTSA and KRA clients visit websites weekly to receive online services. The NTSA/KRA clients have received no instruction on using or accessing the NTSA or KRA websites. The growing population generally has ICT usage education, which has promoted the successful implementation of e-services. The study concluded that NTSA or KRA's online service delivery is timely and dependable. The NTSA and KRA's ICT usage had improved public service delivery. The report also suggests that the NTSA and KRA educate their clientele about digital literacy and demonstrate how to use their websites to access online KRA and NTSA services. The public will save money by avoiding unnecessary journeys made by clients visiting KRA and NTSA centers and the fees associated with processing papers through third parties like cyber cafés. In order for KRA and NTSA to ensure improved clients’ knowledge of public service delivery, the report suggests that KRA and NTSA should make sure that online-service delivery is timely, meaning that there is a need for the two public institutions to service their e-government platforms regularly, this will also ensure efficient feedback. KRA and NTSA should also work to ensure very reliable online services and make their websites easier to use and access; this will assist with shifting customer attitudes regarding their choice of online services.