Enterprise Content Management System And Service Quality In National Government Ministries In Kenya

Abstract

Compelling utilization of data frameworks has turned into a basic achievement factor in present day society, yet achievement isn't effectively accomplished. In view of this, there is need to migrate data from analogue to digital which has led to adoption of Enterprise Content Management (ECM) in the business of government through its ministries. Enterprise Content Management involves the techniques, strategies and devices used to seize, control, store, defend and pass on substance and records identified with organizational procedures. This is a relatively new concept in the National Government ministries hence the need for the study. The study was on the effect of ECM on service quality in National Government Ministries, Kenya with aim of establishing the drivers to adoption of ECM, extent to which the Ministries have adopted the system, relationship between the system and service quality and barriers encountered during the adoption. The study adopted a descriptive survey research design and was anchored on Technology Acceptance Model, Diffusion of Innovation and Transaction Cost Theories. The target population comprised all the twenty (20) National Government Ministries in Kenya as at October, 2017. Primary data was collected using questionnaires. The completed questionnaires were edited for completeness and consistency. The data was analysed and presented by the use of descriptive statistics such as frequencies, percentages, mean scores and standard deviations. In addition, a multiple regression analysis was done in order to establish the relationship between ECM adoption and service quality in the National Government Ministries whereby the main respondents were the Directors of information Communication Technology in each Ministry. The study found out that the need to improve productivity and efficiency as the dominant driver for adopting ECM in the Ministries. The study further established that the extent into which the ECM has been adopted in the area of content management within ministries is more evident in the management of information with delivery of information, availing of information to key stakeholders, capturing of information and digitization of hard copies following consecutively. Process management is more applicable on transaction process. All the other functions are also utilizing ECM to a large extent which include data management, decision support, customer care management and collaboration support. The Extent of applicability in Enterprise Operations is at the Accounting Section whereas ECM has impacted positively to a large extent, the service quality on the side of timely service delivery. From the regression model, there is an indication that process management, content management and enterprise operations as the independent variables account for 60.4% of level of service quality with other unconsidered factors accounting for the rest of 39.6%. For effective implementation of the system, the study concluded that there is need for an ECM team that provide strong leadership as well as effective change management. The study found out that inadequate financial allocation to the ECM project is the domain limitation to the effective implementation of the system. The researcher recommends similar study in other countries in the East African Community to get a regional view.