Information and Communication Technology and service delivery in Kenya power

Abstract

The growth, integration and sophistication of ICT are changing our society and economy. Today, computers around the world are connected via Internet. Consumers now can use the Internet through various devices to interact with sellers and transact business operations. Although the adoption and use of IT services is widely studied in the industrialized world, only a small number of these studies focus on developing countries. This study was aimed at investigating the impact of ICT adoption on service delivery at Kenya Power and Lighting Company. The objectives of the study were to ascertain the level of computerization of business operation at KPLC, to establish factors that hinder full realization of value of ICT investment and to determine impact of ICT systems on services delivery at KPLC. The research design adopted in this study was descriptive survey. A population of 5400 staff was targeted on which a sample size of 400 was derived. Systematic sampling was applied to choose every 20th item hence forming a sample size in each stratum. Sample frames were lists of employees in each strata and this was obtained from HR departments in each region. Questionnaire was the primary data collection instrument for this study. The instrument was pre-tested to establish the reliability and validity of the data collection instrument. This was done by providing the instruments to ten respondents in each category as pilot test. Data analysis was done by use of SPSS package for quantitative data while thematic analysis was used for the qualitative data. Frequency distribution tables and charts were used to present the results. The finding of the study concluded that the investment in ICT has a significant positive influence on the service delivery.