Operations technology adoption and service delivery among Ministry of Transport State Corporations in Kenya

Abstract

Service delivery is an issue of much concern to organizations. Despite huge investments in information technology adoption in parastatals in the Ministry of Transport, there are still challenges experienced in service delivery and now and again technological frameworks executed without partner inclusion. For instance, it is not clear whether the automation of the services that the parastatals provide has indeed improved service delivery. It is in this regards that the current study sought to examine the adoption of operations technology on service delivery among the Ministry of Transport parastatals in Kenya. The study was guided by the following objectives; To determine the operations technologies adopted among ministry of transport state corporations in Kenya, to examine the impact of operations technology adoption on service delivery among ministry of transport state corporations in Kenya and to determine the challenges faced in the adoption of operations technology among ministry of transport state corporations in Kenya. The study was anchored on the innovation diffusion theory, technology acceptance model and the theory of technology adoption life cycle. This research adopted a cross-sectional survey research design. The target population was 9,766 employees are working across the 13 Ministry of Transport Parastatals while the sample size was 384 respondents. The study used both proportionate1stratified sampling1and simple random sampling techniques. The study used the questionnaire to collect data. Quantitative data was coded and analyzed using descriptive statistics as well as regression analysis. The study results are that the Ministry of Transport parastatals had adopted customer service innovations, electronic payment system and mobile service innovations. Both customer service innovations, electronic payment systems and mobile service innovations had a positive and significant effect on service delivery. There was lack of adequate management support at the parastatals, operations technology adopted experienced system failure, inadequate resources hindered the continuity of system operations, the operations technology failed to perform as expected due to unstable infrastructure, employee pushback posed a challenge at the parastatals and there was poor execution and application of the operations technology infrastructure. The study concluded that Customer service innovations, electronic payment and mobile service innovations have a positive and significant effect on service delivery. The study recommended that the management of the parastatals should make sure that they have put in place an electronic payment system that is legally compliant with the existing licenses and laws. The parastatals should ensure that there is adequate management support and the operations technology adopted should be of good quality to avert system failure. Stringent measures should be put in place to avert employee pushback and also the operations infrastructure adopted should be executed and applied as per expectations.