Evaluating the Impact of E-Government Platforms on Public Service Delivery in Kenya

Abstract

This study evaluated the impact of e-government platforms on public service delivery in Kenya, with a particular focus on how digital systems influence the efficiency, transparency, accessibility, and responsiveness of public institutions. It examined the extent to which platforms such as eCitizen, IFMIS, iTax, and Huduma services enhance the capacity of government agencies to deliver services effectively to citizens. The research explored existing e-government mechanisms, institutional and technical challenges, and perceived service delivery outcomes, offering insights into the broader implications of digital governance for accountability, public trust, and social equity. The study adopted a descriptive research design and targeted institutional actors directly involved in the implementation and use of e-government platforms, including officials from national ministries, county governments, ICT departments, and service delivery agencies. The target population comprised 600 stakeholders, from which a sample size of 234 respondents was determined using Krejcie and Morgan’s formula, alongside 30 purposively selected key informants. A mixed-methods approach was employed, utilizing structured questionnaires to collect quantitative data and Key Informant Interviews (KIIs) to gather qualitative insights. Quantitative data were analyzed using descriptive and inferential statistical techniques, while qualitative data were subjected to thematic analysis and presented narratively to complement the quantitative findings. The findings revealed that e-government platforms have significantly improved public service delivery in Kenya by reducing bureaucratic delays, minimizing opportunities for rent-seeking, enhancing service accessibility, and increasing transparency in government operations. However, the effectiveness of these platforms is constrained by challenges such as inadequate ICT infrastructure, digital exclusion of marginalized populations, limited technical capacity among public servants, resistance to organizational change, and intermittent system failures. Public perceptions indicated that while e-government has enhanced efficiency and convenience, persistent gaps in inclusivity and system reliability undermine its full potential. The study recommends increased investment in ICT infrastructure, particularly in rural and underserved areas, to bridge the digital divide and ensure equitable access to e-government services. Capacity-building programs should be strengthened to enhance digital literacy among public servants and citizens. The government should also improve system integration across agencies to reduce duplication and enhance service interoperability. Additionally, robust data protection frameworks and cybersecurity measures must be reinforced to safeguard user information and build public confidence. Finally, a continuous monitoring and evaluation framework should be institutionalized to assess the performance and impact of e-government platforms, enabling evidence-based improvements in public service delivery.