Challenges of Implementing the Information and Communication Technology Strategy at the Kenya Revenue Authority

Abstract

Public organizations are increasingly becoming reliant on the adoption of Information and Communication Technology as a strategic management tool in order to enable them to achieve intended objectives. One such organization that relies on the ICT strategy is the Kenya Revenue Authority. The implementation of the ICT strategy in any organization faces challenges just like implementation of any other strategy. The objective of this study is to establish the challenges of implementing the ICT strategy at the KRA and determining the measures necessary to overcome the challenges established in that organization. The study has both the conceptual and contextual argument where strategy implementation and its inherent challenges are discussed with specific reference to ICT. KRA as organization is discussed to bring out its mandate and its operating environment. A case study methodology was used with selected respondents subjected to interviews through a prepared interview guide. Textual data was then collected in the form of field notes, transcripts and complementary secondary data were explored and analyzed through content analysis. It was found from the study that KRA faces challenges in implementing the ICT strategy both from internal and external factors. Internal factors relate to resources, organization structure, skills and knowledge and operationalization and institutionalization of the strategy. External factors relate to power of suppliers, resistance from stakeholders and the legal and regulatory framework in which the organization operates. Overall it was concluded that KRA has been able to mitigate some of the challenges through deliberate initiatives in the respective corporate plans. The study recommends that further research is undertaken on the subject of ICT strategy implementation in other similar organizations. It is also suggested that future research can achieve better results through use of alternative methods of data collection like use of secondary data sources as opposed to use of the interview guide like in these case study.