Thesis:

Digital transformation strategies on service delivery of county governments in Kenya: a case study of Murang’a county

With the rapid digitalization witnessed today, delivering public services through digital technologies is a crucial topic for governments worldwide. Integrating novel infrastructures and policies has enabled national and local governments to increase access to quality public services, including health services, land and business registration, education, and infrastructure services. The widespread use of technologies in the public realm has increased access to digital services and platforms for marginalized groups or those unfamiliar with digital services. This research focused on how digital transformation strategies such as e-government services, digital inclusion, digital empowerment, and digital security and resilience, which are the independent variables, influence service delivery, which is the dependent variable. The study focused on service delivery at county government levels, specifically Murang’a County, which is known for its remarkable efforts in integrating digital infrastructure to provide fundamental services. The study used the Technological Acceptance Model, Diffusions of Innovation Theory, and Theory of Change to inform the independent variables and the Resource-based View theory to support the dependent variable. The study employed a descriptive research approach to paint a vivid picture of the patterns and associations between the study’s variables. The unit of analysis comprised Murang’a County, focusing on staff and residents who were selected via a census approach. The study’s target population was 88 participants, who were chosen through purposive sampling. The respondents included staff from the County Executive Committee, ICT County Assembly Committee, ICT staff, departmental heads, employees within different departments, and residents of Murang’a County per ward. The sample size was obtained using Yamane’s Formula (1965). Data collection was done via physical and email questionnaires distributed by the researcher. It was then analyzed using descriptive and inferential statistics, represented through mean and percentages. A multiple linear regression model was also adopted in addition to SPSS software to determine the variables’ relation. The findings revealed that digital transformation strategies, e-government services, digital inclusion strategies, digital empowerment strategies, and digital security resilience measures jointly explain 60.8% of the variation in service delivery in Murang’a County Government (R² = 0.608, Adjusted R² = 0.589). The ANOVA findings showed that the model significantly explained the relationship between the independent variables and service delivery (F = 31.426, p = 0.000). Additionally, the findings showed that e-government services (β = 0.185, p = 0.033), digital empowerment strategies (β = 0.494, p = 0.000), and digital security resilience measures (β = 0.478, p = 0.000) were positively and significantly related to service delivery. However, digital inclusion strategies (β = 0.070, p = 0.472) were positively but not significantly related. The study concluded that e-government services, digital empowerment, and digital security and resilience positively and significantly impact service delivery in Murang’a County. However, digital inclusion also plays a role in service delivery, even though it is not as significant as e-government services, digital empowerment, and digital security resilience. Given the findings, the study recommends that the Murang’a County Government enhance digital security policies, invest in digital literacy programs, and improve egovernment service accessibility to optimize service delivery.