Effectiveness of Information and Communication Technology in Accessing Government Services at GPO Huduma Centre in Kenya

Abstract

The purpose of this research was to determine the efficiency of information and communication technology (ICT) in gaining access to government services. It was carried out at Nairobi's GPO Huduma Centre, a government initiative that has invested in technology to bring services closer to the people. ICT provides opportunities for development. However, there are challenges that impede its effectiveness, primarily due to a lack of adequate ICT infrastructure, low capacity in ICT skills among the citizens and government employees, and device affordability, resulting in the digital divide between technological haves and have-nots. The main objectives were: to determine the suitability of government ICT services, to evaluate the usage of ICT platforms in accessing services, to assess the performance and usefulness of the ICT platform, and to assess user satisfaction with ICT services provided at GPO Huduma Centre. The study employed the Technological Acceptance Model (TAM) theory to describe how people adopt technology and make informed decisions about it. In this study, a descriptive survey research design was used. The study's target audience included both government employees and platform users. The respondents were given primary data questionnaires. Statistical Package for Social Sciences (SPSS) version 20 was used to analyze the results. The findings show that ICT was immensely used in offering government services. The ICT services offered to the citizens were suitable for their needs and the government had put in place the right infrastructure to provide government services using ICT. The staff working at Huduma Center had the requisite skills to provide support for those seeking government services through ICT platforms. When used, ICT enhanced service delivery to the citizens. In realizing the benefits associated with ICT platforms in accessing government services factors such as efficiency, timeliness and cost effectiveness, were considered by the users. However, some of the users did not have the requisite skills to use these platforms and the government had not carried out any tangible training interventions to support skills. This meant that some of the citizens especially the old were not using these platforms maximally. There were also challenges associated with limited access of the government ICT online systems in some instances especially during some seasons when many users converged online. Electricity connectivity and challenges related to internet infrastructure also meant that some people could not readily access government services online. In some parts of Nairobi, urban poverty also excluded some users. Several recommendations were made based on the study's findings. When ICT platforms are launched, the government should put in place mechanisms to improve citizen training on how to use them. The capacity of ICT platforms to accommodate more users online during peak periods should also be enhanced. Where possible, the government should enhance accessibility of ICT support infrastructure such as internet and electricity connectivity among low income persons to enhance their access to government services online. ICT platforms should also be made user friendly to enhance inclusion of all citizens irrespective of age and socioeconomic status.