Thesis:

Effects of digital transformation initiatives on service Delivery in public administration: case of Huduma Kenya Program in Nairobi city.

The study examined the persistent challenges in public service delivery in Kenya despite the implementation of digital transformation initiatives such as Huduma Kenya. While these efforts aimed to enhance service accessibility, citizens continued to experience inefficiencies, long queues, and limited access, particularly in rural areas where digital infrastructure remained inadequate. Although Huduma Kenya improved service delivery, significant challenges persisted, necessitating an investigation into the role of digital literacy, infrastructure development, and citizen engagement in addressing these issues. The study aimed to assess the effect of digital transformation initiatives on service delivery in public administration in Nairobi, evaluate the key challenges hindering their effectiveness, and examine the role of digital literacy in enhancing service accessibility. The study objectives were as follows: To assess the influence of digital platforms on the accessibility of public services in Huduma Kenya Program in Nairobi City.To determine the influence of customer service training on public service employees on the efficiency of service delivery in Huduma Kenya Program in Nairobi City.To examine the influence of service integration in enhancing transparency and accountability in service delivery in Huduma Kenya Program in Nairobi City.To analyze the effect of infrastructure development on the convenience of accessing services in Huduma Kenya Program in Nairobi City. Additionally, the research sought to propose strategic interventions to improve the efficiency of digital public services. The research was grounded in several theoretical frameworks, including the Technology Acceptance Model (TAM), which explains how users accept and use technology; the Diffusion of Innovations (DOI) Theory, which describes how innovations spread within a population; the Technology-Organization-Environment (TOE) Model, which examines the factors influencing technological adoption; and the Dynamic Capabilities Theory (DCT), which highlights an organization’s ability to adapt to technological changes. A descriptive research design was adopted, incorporating both quantitative and qualitative approaches. The study targeted Huduma Kenya employees, management staff, policymakers, and local leaders as well as Huduma service users. The sample size of 180 respondents was determined using a statistical formula, Yamane’s formula from the targeted populations to ensure representation across the key stakeholders. Data collection involved the use of structured questionnaires among the selected respondents. The analysis was carried out using descriptive and inferential statistical techniques, including correlation and regression analysis, to establish relationships among the study variables. The major findings of the study were derived from the collected data and aimed to provide insights into the effectiveness of digital transformation in public service delivery. Based on the results, recommendations were formulated to enhance digital service accessibility, improve infrastructure, and promote digital literacy among citizens. The study concluded that while digital transformation had positively influenced public service delivery, further improvements were necessary to optimize its effect, particularly in addressing barriers related to infrastructure and user adoption.