Strategic Use of Information Technology and Performance of Machakos Huduma Centre

Abstract

The purpose of this study was to determine the effects of the strategic use of Information Technology (IT) on the performance of Machakos Huduma Centre. The research study conducted in the month of November 2018 was guided by two objectives namely; to determine the extent of use of Information Technology in Machakos Huduma Centre and secondly, to find out the effects of the strategic use of Information Technology on the performance of Machakos Huduma Centre. The research question of the study was, how does the strategic use of Information Technology affect the performance of Machakos Huduma Centre? The study used a case study research design. Data collection was done through use of interview guide as the primary instrument of data collection and Huduma Kenya publications, their website and other studies conducted on Huduma Centres as sources of secondary data. Research permits were given by the National Commission for Science, Technology, and Innovation and the Huduma Kenya Secretariat in order to authorize collection of data. Two managers, six staff members and four customers at Machakos Huduma Centre were interviewed. The collected data was analyzed through categorization, then emerging themes and patterns obtained to give the research results. The results showed that there was substantial connection between the strategic use of Information Technology and the performance of Machakos Huduma Centre. The results indicated positive effects on the performance of Machakos Huduma Centre, due to the strategic use of Information Technology. These effects included, customer satisfaction, efficient and effective service delivery, transparency and cost effectiveness. The study recommended that organizations should invest in Information Technology resources wisely, focusing on how to use them in a strategic manner. For the strategic use of Information Technology, IT should be aligned to the vision of the organization and applied to the critical areas of the organization. Also, strategic use of Information Technology necessitates that it be used in the formulation, implementation and achievement of the organization’s strategy. The study also made recommendations to the management of Machakos Huduma Centre, to invest in regular training of the staff on IT-skills, to add more IT officers and to resolve the frequent system and network failures. This study is useful to scholars, managers and practitioners across the fields to understand what the strategic use of Information Technology is, as well as the effects of strategic use of IT on the performance of organizations.