E – Government to Citizens Model and Service Delivery by Government of Kenya

ICT plays an important role in the achievement of government’s operations effectiveness and efficiency. There has been a multi-million dollar ICT-support initiative by the kenyan government and World Bank which aims at improving government service delivery. However, there still exists a high failure rate of other government ICT projects. Moreover, there has been an increase in ineffective and inadequate use of e-government services regardless of several developments in e-government in most developing countries. The study adopts the government to citizen’s model. The research sought to determine the influence of E-Government to citizen’s model on service delivery at Embu Huduma Centre. This study is grounded on Unified theory of acceptance, technology adoption model theory. The study targeted all government agencies offering their services at the centre which comprised of all 56 frontline officers. This made it to be a census study. The study established that the E-citizen portal had greatly influenced service delivery. Further the findings from the correlation analysis indicated that there was significant and progressive influence on E-government to citizen model on service delivery as it had resulted into improved customer satisfaction. The study recommends that further research can be done in other huduma centers across the Country to help in comparison and expansion of the study findings.