Influence of Electronic Customs Management Systems on Service Delivery at the Eldoret Kenya Revenue Authority Station

Abstract

The use of information communication and technology in Customs operations has led to rapid transformation. The traditional paper based procedures are being eliminated in favour of electronic procedures that incorporate security elements and trade facilitation measures. This research sought to determine the influence of electronic custom management systems on service delivery at Kenya Revenue Authority station in Eldoret, town. The study followed the following objectives; to establish the influence of electronic customs clearance system on service delivery at Eldoret KRA station, to identify the influence of electronic customs revenue systems on service delivery at Eldoret KRA station, to assess the influence of electronic customs risk analysis systems on service delivery at Eldoret KRA station and to determine the influence of electronic customs monitoring systems on service delivery at Eldoret KRA stations. The study was guided by Amartya Sen capability approach. The research design used was descriptive survey. Four KRA managers in charge of customs at Eldoret station and 382 clearing agents, truckers and exporters formed target population for the study. The study used Yamane (1967) sample determination formula to select 196 the clearing agents, truck drivers and exporters who participated in the research. The KRA personnel automatically participated in the research while the other respondents were selected through systematic sampling method. The data collection instruments used involved questionnaire and interview schedule. The instruments were validated and tested for reliability prior to being taken to the field. Quantitative data collected from the field was analysed by utilising descriptive and inferential statistics. Qualitative data from interviews was analysed using document analysis. Respondents agreed that introduction of e-customs had improved service delivery. However, the respondents seemed to be undecided on the contribution of e-customs revenue and clearance systems on service delivery. They seemed to agree that e-customs risk analysis and monitoring systems had higher influence on service delivery at KRA which was found to be significant (p<0.05). The study recommends that KRA should regularly update their softwares; they need to educate traders and KRA employees on ethics and accountability.