Influence of institution-based factors on e-government service delivery: case study of Garissa Huduma center

Abstract

Delivering effective, efficient, and quality services is at the center of a government’s responsibility to its services. Governments have turned to e-government which entails using information and communication technologies to promote transparency, accountability, quality, responsiveness, and efficiency in public service delivery. Huduma Kenya initiative which is an Integrated Service Delivery (ISD) model where several services are offered under one roof in a one-stop-shop is an excellent example of e-government approach in Kenya. The purpose of this study is to determine the institution-based factors influencing e-government service delivery at Garissa Huduma Centre, Garissa County. The following specific objectives guided the study: to assess the impact of organizational culture on e-government service delivery in Huduma Center, Garissa County, to evaluate how ICT infrastructure influences e-government service delivery in Huduma Center, Garissa County, to determine the influence of human resource capacity on e-government service delivery in Huduma Center, Garissa County, and to determine the impact of community participation on e-government service delivery in Huduma Center, Garissa County. The technology acceptance model (TAM), an information systems theory which explains how users come to accept and use technology provided a theoretical framework of the study. The study adopted a descriptive research design that allows a researcher to explore existing topics by determining individuals’ behaviours, perceptions, attitudes, values, and experiences at a given time. The target population of the study will comprise 1250 customers, 18 general staff, 12 supervisors, and 2 managers at Huduma Centre, Garissa. Simple random sampling technique was used to select a sample of 169 customers, 10 front desk office staff, 6 supervisors, and 1 manager at Huduma Centre, Garissa. Questionnaires were used to collect information from Huduma staff and customers and interviews was used to collect information from managers. The researcher will conduct a pilot survey to test the reliability and validity of research instruments. Quantitative data was entered, coded and analyzed using SPSS version 28. Descriptive statistics was then used to present data in means, percentages and frequencies. Qualitative data which was obtained from open-ended questions was categorized into broad themes in line with the objectives and reported using content analysis. Regression analysis showed these factors collectively explain 50.1% of service delivery variance, with community participation (β = 0.654) and human resources (β = 0.300) being most impactful. The study concludes that e-government success requires addressing institutional interdependencies holistically. Organizational culture emerged as a foundational barrier, while community participation represented both a critical weakness and high-potential leverage point. The findings challenge technology-centric approaches, demonstrating that sustainable digital transformation depends equally on cultural adaptation, workforce development, and participatory governance. Three priority interventions are proposed: (1) implement phased cultural reforms to align values with digital goals, (2) upgrade ICT systems with emphasis on reliability and user-centered design, and (3) strengthen community feedback loops through transparent, action-oriented participation mechanisms. The study advocates for integrated policies addressing all four institutional dimensions simultaneously, with particular attention to bridging the implementation gap between policy intent and frontline service delivery.