E-GOVERNMENT AND SERVICE DELIVERY IN TAITA TAVETA COUNTY GOVERNMENT, KENYA

Abstract

Despite the application of ICTs in Governments, issues of Government efficiency, effectiveness, public service delivery, promotion of good governance and enhancement of democracy have been of concern in most Governments. E-Government adoption is a reform that has the potential to mound Kenya’s public sector pitfalls and especially in the County Governments. The main objective of this study was to establish the effect of E-government on service delivery at the County Government of Taita Taveta. The study used Diffusion of Innovations theory, Meta theory, theory of Change, Technology Acceptance model, Expectancy – Disconfirmation theory and Efficiency theory. Descriptive research technique was used for this study and the population of interest was 118 employees at the County Government of Taita Taveta from IT department, finance and procurement. Yamane formula was employed to come up with 92 respondents. Questionnaire was used to obtain primary data and was in the form of likert scales questions. The study did a pilot study of 9 employees from County Government of Taita Taveta. Data analysis was done with the use of SPSS and Microsoft excel and presented using percentages, tabulations, means and other central tendencies. Correlation analysis, regression analysis and analysis of variance were used to test for the significance of the model. The results were presented by the use of tables. Electronic Government, Electronic Citizen, Electronic Business and Electronic Employee have significant effect on service delivery at the County Government of Taita Taveta. The study recommends that E-Government services should be designed with the user in mind and concise instructions for each step of the process. The study recommended that the E-Citizen platform can be improved by simplifying the user interface to make it more user-friendly. The county government can increase awareness of the e-Citizen platform by launching awareness campaigns through various media channels. The County government should offer online training programs that enable employees to learn new skills and improve their performance. The study also recommends that the County government should invest in strong cybersecurity measures to ensure the safety and security of citizens data. Key terms: E-Business, E-Citizen: E-Citizen, E-Employee, E- government, Service delivery CITATION : Zuhura, R., & Koech, P. (2023). E- government and service delivery in Taita Taveta County Government, Kenya. The Strategic Journal of Business & Change Management, 10 (4), 866 – 881. http://dx.doi.org/10.61426/sjbcm.v10i4.2791