Management Perception Of The Influence Of Mobile Technology-Based Strategy On Service Delivery At Kenya Revenue Authority

Abstract

Quality service delivery in today's competitive environment is a major element for achievement as well as survival. Among the interventions for enhanced service delivery that are being explored by organizations including Kenya Revenue Authority (KRA), is embedding of mobile technology through strategy development and implementation. The study aimed at highlighting the management perception of the influence of Mobile Technology-Based Strategy (MTBS) at KRA under two key objectives. First, to understand the management perception of the influence of MTBS on service delivery and secondly, to determine the factors that influence management perception of MTBS at KRA. The research utilized a descriptive cross-sectional survey. The target sample comprised of 72 managers drawn from a population of 268 members spread across the country. The collected data was primary and quantitative gathered through questionnaires. The study found out that the management team of KRA perceives that: MTBS has led to simplified and clear procedures, quality presentation of information, existence of a standby mobile support team that is willing to offer customer support and shortened duration of obtaining services. It was also noted that management agrees to a lesser extent that MTBS has facilitated provision of appropriate and updated information; and has neither assisted to generate reports that are free from errors nor provided highly reliable services. The factors considered as greatest pillars for MTBS in enhancing service delivery include: the encouragement of public institutions by government to embrace technology, the expectation by the employer on implementation of developed strategies, organizational set up and readiness to adopt new technological approaches. On the other hand, the factors that were of least influence are; management feeling that mobile technology may take over functions in their operational area and the involvement of management in the development of mobile technology-based strategy. The study concluded that management perceives that mobile technology- based strategy has an influence on service delivery and therefore, KRA should leverage on the positive perception held by management because service delivery has a significant impact on performance. Further research is recommended; to incorporate all decision levels of management in seeking perception of the influence of mobile technology-based strategies on service delivery, to determine perceptions of MTBS by basing the study on an entire population as opposed to a sample and finally, to establish the perception of management in other government institutions as well as the private sector.