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.