Effects of E-government Strategy on Service Delivery in the Government Ministries in Kenya

Abstract

E-government involves using ICTs to transform both back-end and front-end government processes and provides services, information and knowledge to the public. The emergence of Information and Communication Technology has provided means for faster and better communication, efficient storage, retrieval and processing of data and exchange and utilization of information to its users, be they individuals, groups, businesses, organizations or governments. The objective of the study was to investigate the effects of e-government strategy on service delivery in the government ministries. The study adopted a descriptive survey research design. The target population comprised of all Government Ministries in Kenya were by census was conducted. The data was collected using questionnaires which comprised of both open and closed ended questions. The data was analyzed using Statistical Package for Social Sciences (SPSS) and presented in the form of tables, frequencies and percentages. The research findings revealed that implementation of e-government were not effective in all Ministries. The study revealed that use of e-government enabled database sharing, lowered the costs of delivering services, reduced time taken to process a transaction, lead to improved management of records, eased working procedure and improved staff productivity. The study revealed the existence of overcrowding in ministries, and inability by citizens to access facilities online. The study recommends enactment of policies aimed at regulating of e-government implementation. the study recommend that management teams responsible for e-government implementation at the ministries should ensure that the egovernment implementation process leads to promoting online access of facilities by the citizen as well as reducing overcrowding in the Ministries.