| dc.description.abstract | This management research project is titled Challenges of Managing Strategic Change in
the implementation of Business Automation program at KRA. Kenya Revenue Authority
is a state corporation in the ministry of Finance mandated to collect and account for
government revenue. KRA has undergone many strategic and operational changes in the
recent past, all aimed at improving efficiency and effectiveness in discharging its
mandate. The objective of this project was therefore to determine the challenges of
managing strategic change in the implementation of Business Automation program at
KRA and how KRA responded to those challenges. The research design was a case study.
In-depth study on the respondents was done. Respondents were interviewed and
documented for analysis. The responses were analyzed using content analysis in a
continuous prose. The study found out that the greatest challenge KRA encountered was
resistance to change and by lack of requisite skills. Other challenges included lack of
resources and a supportive telecommunication infrastructure. KRA responded to these
challenges by training and sensitizing the staff and stakeholders and hiring new
staff with the requisite skills. They also sought political support and improved their
project management style. The study concludes that KRA has successfully managed
strategic change. This is evident through various achievements. The revenue collected
has been on the increase, customer satisfaction has improved, and on line filing uptake
has been satisfactory. Staff has also generally been motivated, there is more participation
and innovation, change is readily accepted and staff is more informed. KRA has become
a respected company in the public sector and is benchmarked with other advanced
revenue authorities regionally and globally due to its level of automation. Other phases of
projects are still being implemented. | en |
