Digital Transformation Occasioned by Covid 19 and Service Delivery Among Public Universities in Nairobi County

Abstract

Digital revolution has infiltrated public institutions, putting the emphasis of research, education, training and academia on information workers. In ensuring responsive service delivery in public universities, digital transformation and internet resources need information professionals to create compliant systems that provide students excellent services. The specific objectives of the study were to establish the extent to which digital transformation has been adopted by Public Universities in Nairobi County during Covid 19 and to establish how digital transformation has impacted on service delivery in Nairobi County during Covid 19. A descriptive cross-sectional design was employed for the study. The population for the study was confined to students in all main campuses in the public universities within Nairobi County. There are 900,046 undergraduate and post graduate students in the main campuses in the public universities in Nairobi County. The research used a stratified sampling to get the appropriate sample size. The sample size for the study was 399 respondents. It was found out that virtual classroom and learning management influence digital transformation to a moderate extent while digital library, education websites and virtual meeting platforms influence digital transformation to a great extent. The study established a positive relationship between service delivery in education and digital transformation. It was concluded that there is sigficant relationship between digital transformation and service delivery in education. The study recommends that the institution should continuously improve its learning management systems and keep abreast with global technology trends in order to ensure that they offer their students quality education and an impeccable learning experience.