Citizen Centric Evaluation of Accessibility of Ict Services for Persons With Disability: a Case Study of Huduma Centres in Kenya

Abstract

Kenya National Bureau of Statistics survey show that an estimated 1.3 million Kenyans live with vision, hearing, mobility or cognitive disabilities. In 2013, the Kenya government initiated Huduma programme which is a single point of access to public services including electronic services and information offered by different public agencies. However, important questions arise on whether PWD are accessing e-government services at these centres and if not what needs to be done to ensure reasonable access to all. With increasing recognition for the rights for disadvantaged groups such as persons living with disability and the elderly in the society, there is need for governments to ensure that e-government services are accessible to all. This study aimed at establishing the extent to which e-government services offered at the Huduma Centres in Kenya are accessible to PWD, highlighting the various issues they face in accessing the services, drawing lessons that would expand access and proposing any solutions thereof. To conduct this study, a mixed qualitative and quantitative research approach was pursued. This finding of this study shows that although PWD are seeking services at the Huduma centres, most of these services are not accessible to PWD to a greater extent. The study how that in general accessibility barriers including lack of appropriate devices or assistive technology, skills and design of system affect the general usage of e-government services especially for citizens with disabilities. This posed great challenge to PWD in accessing key government services in these centres thus hindering PWD in fully integrating into the society. This study is significant in many aspects as it will assist in the mainstreaming of disability in Kenya by way of supporting e-government policy makers through promoting ICT accessibility to all. Keywords: Citizen-Centric, E-government, ICT Accessibility, Persons with Disability