DIGITALIZATION AND SERVICE DELIVERY IN THE MINISTRY OF ICT AND DIGITAL ECONOMY, KENYA

John Karanja Kamau, Dr. Jane Omwenga

Abstract


Service delivery within state agencies is an important aspect critical to the government service delivery as a whole and in fulfilling its governing mandate. However, service delivery in state agencies remains challenged in diverse ways, including unresponsiveness to citizens' needs, delays in service delivery, and the inability to access diverse services provided by government agencies. Research has shown that Digitalization  influences service delivery. Despite significant investments in digital infrastructure, the impact of Digitalization  efforts in the Ministry of ICT and Digital Economy, Kenya. remains unclear, raising concerns about their effectiveness. The main objective of this study was to assess the influence of Digitalization  on service delivery in Ministry of ICT And Digital Economy, Kenya. The study was guided by the following specific objectives: to establish the influence of digital infrastructure on service delivery in Ministry of ICT and Digital Economy, Kenya and to evaluate the influence of process automation on service delivery in Ministry of ICT and Digital Economy, Kenya. This study was anchored on systems theory and technology acceptance model. The study used descriptive research design. In this study, the unit of analysis was government ministry of ICT and Digital Economy, while the unit of observation is the individual IT Officers, from whom data was collected. Therefore, the target population in this research study consisted of 186 IT Officers in the ministry of ICT and digital Economy, Kenya. In this study, a census approach was employed to collect data from the entire population of 186 IT Officers in the Ministry of ICT in Kenya. Data was collected using a self-administered semi-structured questionnaire. Population of the pilot was 18 individuals which represent 10% of the total population size. Pilot data was used to test validity and reliability of the questionnaire. Data obtained from the field was coded, cleaned, and entered into the computer for analysis using the SPSS version 25. Descriptive statistical included frequency, percentages, mean and standard deviation. Inferential statistical analysis to be used were multiple regression and correlation analysis. The significant of each independent variable was tested at a confidence level of 95%. The relationship between the study variables were tested using multivariate regression models. The findings were presented in tables and figure. Regression analysis revealed that Process Automation having the highest impact (β = 0.398, p = 0.000), followed by Digital Infrastructure (β = 0.312, p = 0.000). The findings confirm that digitalization enhances service efficiency but gaps in infrastructure resilience, financial security, and user training remain challenges. The study concludes that continuous investment in automation, infrastructure upgrades is essential for sustaining digital transformation in public service delivery. It recommends strengthening staff training on digital platforms, expanding assistive technologies for inclusivity, and enhancing cybersecurity frameworks to optimize the benefits of digitalization in government operations.

Key Words: Digitalization, Digital Infrastructure, Process Automation, Service Delivery, Ministry of ICT and Digital 


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