An evaluation of e-government portal: case of nairobi city county self service portal

Abstract

Governments across the globe are embracing technology to improve their processes and service offering to the citizens. This government to citizen (G2C) service offering has reduced the bottlenecks that arise from slow and bureaucratic services. There is need however to measure the success of e-government from a citizen‘s perspective. The aim of this study therefore was to evaluate the level of success of using the Nairobi City County Self Service portal from citizens’ perspective. The updated DeLone and McLean (2003) model was applied as a suitable model for evaluating the NCC Self Service portal. The research used structured questionnaires to gather data about the citizens’ perceptions of the information, system and service quality of the portal, as well as the perceived benefits, use and user satisfaction levels arising from using the portal. The findings revealed that the e-portal was successful from the citizens‘ perspective, however since its usage was not mandatory, users could choose not to use it unless the need arose. It was recommended that the decision makers within the county government enforce mandatory usage to improve e-government service consumption, as well as to improve awareness of the e-government services. Keywords: e-Government Portal; DeLone and McLean IS success model (2003), Nairobi City County Self Service Portal.