Assessment of efficiency in government services delivery through e-platform implementation? Evidence from Kenya

Abstract

Digital service innovations play an important role in service delivery in our day-to-day lives, particularly in public sector service delivery. socio-economic sectors such as finance, health, education, agriculture and Governments are quickly embracing technology for dissemination of information, enhancement of service delivery and reaching their customers more effectively and efficiently. The aim of e-government is to provide a digital platform for improving communication and information access from government to citizens and vice versa. The Government has identified the potential of ICT in driving the economy and has embarked on several transformative ICT initiatives. This study uses literature review to focuses on Kenya's public sector digital service innovations. It looks into challenges encountered on the digital platform, and the fact that this platform has not realized the objective of maximizing service delivery to the public. A number of factors and situations which has resulted into inefficiency arising from digital divide among other factors has been mentioned along other recommendations.