E-Government to Citizens Model and Service Delivery by Government of Kenya

International Journal of Research and Innovation in Social Science (IJRISS) | Volume V, Issue VI, June 2021 | ISSN 2454–6186

E-Government to Citizens Model and Service Delivery by Government of Kenya

Purity Karimi Gatobu¹, Jackson Ndolo Muthini²,
¹School of Business and Economics, Mount Kenya University, Kenya
²School of Business and Human Resource Development, Rongo University, Kenya

Abstract
ICT plays an important role in the achievement of government’s operations effectiveness and efficiency. There has been a multi-million dollar ICT-support initiative by the kenyan government and World Bank which aims at improving government service delivery. However, there still exists a high failure rate of other government ICT projects. Moreover, there has been an increase in ineffective and inadequate use of e-government services regardless of several developments in e-government in most developing countries. The study adopts the government to citizens model. The research sought to determine the influence of E-Government to citizens model on service delivery at Embu Huduma Centre. This study is grounded on Unified theory of acceptance, technology adoption model theory. The study targeted all government agencies offering their services at the centre which comprised of all 56 frontline officers. This made it to be a census study. The study established that the E-citizen portal had greatly influenced service delivery. Further the findings from the correlation analysis indicated that there was significant and progressive influence on E-government to citizen model on service delivery as it had resulted into improved customer satisfaction. The study recommends that further research can be done in other huduma centers across the Country to help in comparison and expansion of the study findings.

Keywords: E-Government, Huduma centre, Service delivery,

1.0 Introduction

Due to increased modernization of governments, electronic government has become a fundamental element. Rapid ICT growth and important improvements in digital connectivity become a major problem of many governments (Alateyah, Crowder and Wills, 2013). While citing ITU (2010), World Summit on the Information Society was endorsed by UN in the year 2001. Kanaan, Hassan and Shahzad (2016) reveal that e-government program is citizen centric. In today’s business environment, internet cafes and tele-centres are the two main sources of public internet access in developing countries. Additionally, information technology and public internet access promotes good governance through e-government systems. ICT has helped governments

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