Factors influencing adoption of ICT in service delivery by county governments in Kenya: a case of Kitui county
Information and Communication Technology (ICT) has become an increasingly important factor in the development process of nations. While the benefits of ICT in a County cannot be disputed, there are several concerns about its success as well as the strategies to be adopted in implementation of systems in various counties. In regard to this the county has been devolved to enhance the effectiveness and efficiency to the service delivery to the citizen, it has remain a gap on the adoption of the ICT in service delivery of county government to increase the citizen satisfaction hence leading the researcher to have anxiety to establish the factors influencing adoption of ICT in service delivery of county government to improve the satisfaction of the citizens .The main objective of this study was to establish the factors influencing adoption of ICT in service delivery of county governments in Kenya with a focus on Kitui County. Specifically the study sought to; establish the extent to which human resource availability influences adoption of ICT in service delivery, examine the extent to which financial resource availability influences adoption of ICT in service delivery, establish the influence of personal characteristics of county management on adoption of ICT in service delivery, and to examine the extent to which infrastructure influences adoption of ICT in service delivery. The study adopted a descriptive research design. The target population for this study was residents and county government officials of Kitui County, Kenya. The study involved 64 sampled and randomly selected Kitui County Government officials, and 399 members of the public from 8 sub counties of Kitui. The study relied on data collected through questionnaires structured to meet the objectives of the study and an interview guide. Responses were tabulated, coded and processed by use of a computer Statistical Package for Social Science (SPSS) version 20.0 programme to analyze the data. It is believed the study will be significant to the County Governments, especially to decision makers involved in implementation of ICT strategies for their Counties. The study will provide additional information into the already existing body of literature regarding the ICT adoption in Kenya. The study found that there exists a positive association between; human resource availability and adoption of ICT in service delivery, financial resource availability and adoption of ICT in service delivery, personal characteristics of County management and adoption of ICT in service delivery, and influence of infrastructure and adoption of ICT in service delivery. This positive association suggests that when one factor increases, adoption of ICT in service delivery increases. The study recommends there is need for the County government officials to; educate the locals through road-trips to the villages and community information centres. The study also recommends that there is need for the government to; ensure they have enough funds to ensure they are ready for ICT projects, good practice; effective project, coordination and change management; and the government should improve ICT policies in Kenya.