dc.contributor.author | Haoro, Obura D | |
dc.date.accessioned | 2013-03-19T08:15:24Z | |
dc.date.issued | 2012 | |
dc.identifier.citation | Masters in Business Administration | en |
dc.identifier.uri | http://erepository.uonbi.ac.ke:8080/xmlui/handle/123456789/14581 | |
dc.description.abstract | The principle objective of this paper is to identify the challenges KRA faced during the
implementation of an Online Service Strategy and how it responded to the challenges.
The qualitative case study made use of an interview guide and data was collected from
core members of the team responsible for implementing the strategy. Using content
analysis, responses were tabulated and weighted to determine key challenges and
responses. The Findings indicate that KRA encountered a number of challenges with
resistance to change, poor planning and poor infrastructure coming out as major
challenges. Other identified challenges include lack of resources and over reliance on
external consultants. KRA responded to the challenges by use of training, sensitization,
stakeholder engagement in addition to investing in technology and best practices. A key
conclusion of the study is that the supporting infrastructure must be in place before
attempting to implement an Online Service Strategy. Additionally, stakeholders must be
engaged to counter resistance and people with the requisite skills should be in charge of
driving change of such magnitude and complexity. | en |
dc.description.sponsorship | The University of Nairobi | en |
dc.language.iso | en | en |
dc.subject | online service strategy | en |
dc.subject | Kenya revenue authority | en |
dc.title | Challenges of online service strategy Implementation at Kenya Revenue Authority | en |
dc.type | Thesis | en |
local.publisher | School of Business | en |