Organizational Internal Factors, Change Management and Adoption of E-government Service Delivery in Kajiado County, Kenya

Abstract

Through advancement of ICT, many governments around the world embarked on projects that introduced e-Government initiatives for efficient and effective government operations geared towards making a government accountable and transparent as well as providing timely services which are more convenient and cost-effective. The purpose of this study was to establish the influence of selected internal organizational factors and moderating influence of change management in e-Government adoption in service delivery particularly in devolved County Government. The Organizational Internal factors include County Financial Capacity, County Human Resource Capacity, County Organization Culture and County ICT Infrastructure. The study adopted the TOE (Technology-Organization-Environment) framework to develop a hypothetical model to explain e-Government adoption. The study was guided by six research questions as follows: how does Human Resource Capacity influence adoption of e-Government in the County government of Kajiado?, To what extent does ICT Infrastructure influence adoption of e-Government in the County government of Kajiado?, How does Organization Culture influence adoption of e-Government in the County government of Kajiado?, To what extent does Financial capacity influence adoption of e-Government in the County government of Kajiado?, how does joint Human Resource, ICT Infrastructure, Organization Culture and Financial Capacity influence adoption of e-Government in the County Government of Kajiado? And how does Change management moderate the relationship between organizational internal factors and adoption of e-Government? The study was based on pragmatic paradigm. Descriptive survey was used in this study. A sample of 335 respondents was drawn from the target population of 2660 employees from the devolved Ministries in Kajiado County. Quantitative data was collected through open and closed-ended questionnaires with Likert-type interval scale anchored on a five-point scale while qualitative data was collected through an interview guide. Data was analyzed using Statistical Package for Social Sciences (SPSS). Descriptive statistics were computed using frequencies, percentages, arithmetic mean and standard deviation. Statistical tools used were Pearson’s Product Moment Correlation(r), Simple regression, Multiple regression and stepwise regression (R2) while F-test was used to test hypothesis. Qualitative data was analyzed using content analysis. The study found that Human resource capacity had a strong positive influence on adoption of e-Government (r= 0.595, p-value=0.000). In addition, ICT Infrastructure had a strong positive influence on adoption of e-Government (r = 0.821, p-value=0.000). Further, the results indicated that Organizational Culture had a strong positive influence on adoption of e-Government (r = 0.562, p-value=0.000). The study revealed that Financial capacity had a strong positive influence on adoption of e-Government (r = 0.750, p-value=0.000). In addition, Organizational Change management moderates the influence of organizational internal factors (Human resource, ICT Infrastructure, Organizational Culture, Financial capacity) on adoption of e-Government in service delivery in the County government of Kajiado. The results indicated that Human resource, ICT Infrastructure, Organization Culture and Financial capacity have a joint influence on the adoption of e-Government in the County Government of Kajiado. The study recommends that the county government of Kajiado should develop frequent training programmes for all the employees in the County. In addition, the County government of Kajiado should make use of financial and non-financial rewards to motivate the employees. The County government of Kajiado should make sure there are enough computers for use in different ministries. In addition, the County should ensure availability of a more reliable network and internet services. Network and internet service providers should be selected on the basis of their infrastructure and ability to provide reliable services.