Influence of Adoption of E-government on Service Delivery at Huduma Centres in Kenya: a Case of Nairobi County

Abstract

This project was set out with an objective to explore the practicality of access to government services from central point, countries across the globe have greatly improved service delivery due to new digital era and Kenya's government has had its say in the ICT development debate. The Kenyan government has implemented policies to improve ICT infrastructure and user capabilities at all levels. E-Government is one of the system methods Kenya has used to ensure access and administration of different government agencies in order to fulfill her Vision 2030 master plan. This research evaluated the significance of adopting E-government at Huduma centres on service delivery, with a focus on Nairobi County. The research's objectives were to evaluate impact of ICT resources on service delivery inside Huduma centers, Human ICT skills impacts on service delivery, ICT infrastructure set up impact on service delivery, ICT systems and organization structure impact on service delivery. The study was anchored on Agency Theory, the Theory of Technology Acceptance Model, and Kanter’s Empowerment Theory. To identify the issue under study, the research employed a descriptive methodology, particularly a survey approach. A stratified random sampling technique was used to select 250 respondents for the study in order to calculate the sample size. Both main and secondary resources were used. The major technique of data collecting was the distribution of questionnaires. Data was quantitatively analyzed, and both descriptive and inferential statistics were used in the process. This prompted the use of visual tools including frequency tables, pie charts, and graphs to present the study's findings. The coefficient of employees' ICT competence is statistically significant (P = 0.025), as shown by the findingsThe outcomes proved this. At a p-value of 0.02 the organisational factors coefficient was likewise statistically significant. The qualities of services rendered and the features of ICT systems are positively correlated; the greatest coefficient is 0.011. The effectiveness of a company's strategic plan is positively correlated with its investment in an advanced information and communication technology backbone. The fact that the coefficient has a positive sign demonstrates this point. According to the suggested P value of 0.047, the coefficient has statistical significance. Staff Information and Communication Technology Skills, Organizational Factors, Characteristics of ICT Systems, and ICT Infrastructure Explained 66 Percent of the Variations in Service Delivery. The Huduma Center Secretariat to continue supporting the staff with ICT skills training. The user characteristics such as appropriate skills/training, degree of awareness, and experience have an impact on service delivery in government institutions.