Biometric authentication systems and service delivery in healthcare sector in Kenya

Abstract

Biometrics is the automated method of recognizing a person based on a physiological or behavioural characteristic. Although biometric is a technology that has been surrounded by a number of issues, the advantages associate with it has seen its deployment across sectors. In Kenya, the largest deployment witnessed so far has been in the healthcare sector. However, there is limited literature on the performance of biometrics in healthcare sector and its impact on service delivery. This study constituted a descriptive survey involving 43 healthcare facilities that were using biometric systems within Nairobi city in Kenya. The study objective was to look at the factors affecting the performance of biometrics in the healthcare sector and the impact of its use in service delivery. The findings revealed a number of factors affecting the performance of biometric systems in the healthcare facilities which include system response time, technical accuracy, ease to operate, information output, security, knowledge of biometrics by the IT support, IT support willingness to help, ability to withstand large number of users, system ease of use by patients, system user experience, reliability, promptness of IT support team and patients manner of usage. The study identified efficiency in service delivery, reduction of financial losses, convenience, and customer satisfaction as the positive impact of the system while service denial and hindrance to excellent service delivery were identified as the negative impacts.