Information Technology In Government Services Delivery: A Case Study Of Huduma Center Kenya

Abstract

The Huduma Kenya program was developed by the Kenyan government with an aim of using technology to improve the service delivery to the citizens. The Program uses many channels to meet different and varied needs of the citizens by having a one stop shop environment. The main objective of this paper is to examine a successful information technology project in Kenya that has changed the government service delivery due to the advancement in technology. The case study in this paper is Huduma Kenya program, under which the Government of Kenya has advanced citizencentered public service delivery through a variety of channels, including deploying digital technology and establishing citizen service centers across the country. The project was initiated by Kenyan government who are also the main sponsors since 2013. The success of this project can be attributed to the use of existing infrastructure in Post offices of Kenya and the support from the Kenyan government. Information communication technology (ICT) enabled communication between centers and the Secretariat, automated data collection and closed-circuit television monitoring, are major contributors to Huduma Kenya‘s positioning as an antithesis to inefficiency and corruption.