A Citizen-Centric Model for Evaluating the Intermediate Impact of Egovernment: A Case Study of Huduma Centres in Kenya
Abstract
It is evident from literature review that theory on e-government measurement and evaluation is still
at nascent stages of growth in terms of development and implementation despite the importance of
e-government evaluation. In spite of the huge investment in e-government projects by
governments, the results of e-government have not been commensurate with the level of
investment leading to what some authors refer to as the ‘e-government paradox’. One of the main
causes of the ‘e-government paradox’ is the measurement error which is as a result of the
inadequacy of the current measurement tools. This study shows that most of the existing
evaluation models fail to consider non-conventional values of e-government including public value.
This study reviewed a number of models for e-government measurement and evaluation
culminating with the development of a citizen-centric impact evaluation conceptual model that is
appropriate in the context of a developing country. Data was collected from common citizen
service (huduma1) centres in Kenya. Structural Equation Modeling2 (SEM) was used to analyze the
data collected, empirically test and validate hypothesized relationships between the constructs in
the conceptual model. It was established from the findings of the study that the intermediate impact
of e-government on citizens is influenced by: perceived quality of service, cost of services, ereadiness
and citizen satisfaction. However, the relationship between perceived trust and the
intermediate impact of e-government was not supported. The study also revealed that certain
relationships between various constructs are moderated by age, gender and education.
The study also made recommendations to address some of the challenges established as facing
e-government development and implementation. The recommendations included: enhancement of
ICT infrastructure through public-private-partnerships, creating a suitable legislative framework to
support e-government, engaging and sensitizing citizens on e-government services and providing
secure online transactions. A citizen-centric model for evaluating the impact of e-government in the
context of a developed country was developed and empirically tested. This model partly solves the
‘e-government paradox’ and can be used by e-government policy makers and implementers, civil
society, donors and sponsors in evaluating the impact of e-government projects.
Publisher
University Of Nairobi
Rights
Attribution-NonCommercial-NoDerivs 3.0 United StatesUsage Rights
http://creativecommons.org/licenses/by-nc-nd/3.0/us/Collections
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