EFFECTS OF INFORMATION AND COMMUNICATION TECHNOLOGY STRATEGIES ON SERVICE DELIVERY IN NANDI COUNTY GOVERNMENT, KENYA

Abstract

The ICT utilization has become a primary component in service delivery of many organizations and institutions. Many of these countries have been developing IT strategies to make sure that the services are accessible to all its citizens through links or applications. With this mind, the digitization of services to enhance service delivery has been one of the biggest challenges facing many governments. Public entities have embraced some of the ICT strategies but are rated low in service delivery this prompts answers to address this scenario. The main objective was to establish the effects of ICT strategies on service delivery in Nandi County Government, Kenya. The specific objectives were to investigate the effect of IFMIS implementation, to assess the effect of telecommuting, to determine the effect of cloud services and to investigate the effect of automation on service delivery in Nandi County Government, Kenya. The study adopted Schumpeter innovation theory, diffusion of innovation theory and system theory. The study adopted the descriptive and correlational research design where a target population of 129 employees comprising of ten departments which targeted the chief executive officers (CEOs), directors of the various departments under this ministries and support staff. The study employed census technique to obtain its study respondents. The primary data was collected using questionnaire, and results collected was analyzed using descriptive and inferential statistics. The final results were presented using frequency distribution tables and logical statements. The research found out that the IFMIS system, cloud computing, telecommuting and automation has enhanced service delivery activities in the County. Furthermore, revealing that there was a significant relationship between elements such as IFMIS implementation, cloud computing, telecommuting, automation and service delivery. The predictors (IFMIS implementation (β1 =0.27) cloud computing (β2=0.09), telecommuting (β3=0.46), automation (β4=0.45) contributing to one it of public service delivery. The research is significant to the public entities embracing ICT in provision of their products and services. The study recommends to the policy makers in the government to make certain that ICT strategies form part of their decisions in enhancing service delivery.