The impact of training provided by Huduma Centres for e-government public service delivery in Kenya

Abstract

This paper assessed the impact of training conducted on Huduma Centres’ employees and clients to effectively use the e-government service in Kenya. This paper presents preliminary findings of the larger study which aimed to evaluate Huduma Centres’ e-government initiative for sustainable delivery of services in public organizations in Kenya. For this case study, positivist paradigm and quantitative research approach was used. Primary data was collected through a questionnaire for both Huduma Centre staff and client. This study was informed by the revised DeLone & McLean model. The findings revealed that Huduma centre staff are trained and always ready to provide services to clients.  ICT user training was not conducted to the clients, which limits their ability to access the Huduma online services. Further, it was revealed that one of the most significant hindrances to e-government online services’ access is insufficient ICT user training. The study is useful to e-government practitioners, policy makers and researchers in identifying ICT user training as a factor to enhance and promote usage of public services in the developing world.