Vol 5 Issue 3 September 2018-December 2018
MBITHI BONIFACE KIOKO, DR. SAMSON NYAN’GAU, DR. WAWERU KAMAKU
Abstract:Modern Information Communication Technology is a significant strategic tool for improving public sector service delivery, offering benefits of greater efficiencies and effectiveness in government operations, improved communication and coordination across organisational boundaries and levels of government, and greater transparency and accountability in government functions. This study sought to determine the perceived benefits impelling the use of ICT in improving public service delivery. The study also sought to establish the extent to which ICT facilities acquired are applied in improving public service delivery. The target population was 800 employees from the County government departments. Stratified random sampling was used, based on the current departments the strata were formed. Respondents were identified by simple random sampling. The sample size was 89 respondents. The primary data was collected using questionnaires. The data was processed and analyzed using descriptive statistics including frequencies, percentage, mean, and standard deviation. Data was presented using tables, pie charts and bar charts. Correlation analysis was employed to determine whether there existed a relationship or association between the variables. Multiple linear regression model was used to test the relationship between independent variables and dependent variables of the study. The results of correlation and regression analysis showed that perceived benefits of ICT and ICT facilities had a positive and significant effect on service delivery at the Machakos County Government. Based on this finding the study concluded that that information communication technology played a significant role in ensuring delivery of quality services in public sector. The study concluded that ICT facilities made information sharing and activities coordination simpler, effective and efficient between various departments and between employees. This efficient flow of information and communication ensured that turnaround time was reduced, employees moved less and service delivery was improved. The study recommended that to ensure high quality service delivery, all the departmental heads needed to communicate the benefits of ICT knowledge in carrying the county responsibilities to all the employees in their department to influence them to acquire ICT skills. The study recommended that top leadership at the county government of Machakos needed to ensure that all the necessary ICT facilities were made available to employees at various levels to facilitate their service delivery.
Keywords:Accountability, E-government, ICT Facilities, Information Communication Technology, Public Service, Transparency.
Title:EFFECT OF ICT FACILITIES AND PERCEIVED BENEFITS ON SERVICE DELIVERY IN THE COUNTY GOVERNMENT OF MACHAKOS, KENYA
Author:MBITHI BONIFACE KIOKO, DR. SAMSON NYAN’GAU, DR. WAWERU KAMAKU
ISSN 2394-7314
International Journal of Novel Research in Computer Science and Software Engineering
Novelty Journals