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Digital Innovation and Service Delivery of Regulatory Agencies in Kenya

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  • Vincent Kipng’etich Cheruiyot

  • Dr. Josephat Kwasira

  • Dr. Dennis Juma

  • Dr. Millicent Mboya

Abstract

Purpose: This study examines how digital innovation influences service delivery in regulatory agencies in Kenya. The analysis focuses on three dimensions of digital innovation, artificial intelligence, data analytics, and data sharing, and assesses their role in strengthening reliability, responsiveness, and tangibility of public service delivery. Methodology: A cross-sectional survey research design was employed to collect quantitative data from executives, line managers, and heads of departments across all 78 regulatory agencies in Kenya. Using Yamane’s formula, a sample of 369 respondents was selected from a target population of 4,660. Data were analysed using descriptive statistics and regression modelling. Findings: Results indicate that digital innovation has a statistically significant and positive effect on service delivery in regulatory agencies. Regression results show that digital innovation explains 24.1% of the variance in service delivery, with artificial intelligence, data analytics, and data sharing each demonstrating strong reliability (Cronbach’s α > 0.79). Overall, improved integration of digital innovation enhanced efficiency, accountability, transparency, and responsiveness in service delivery. Unique Contribution to Theory, Policy, and Practice: The study extends the Technology Acceptance Model (TAM) by demonstrating how digital innovation functions not only as a technological input but also as a strategic capability that strengthens public-sector performance outcomes. Policymakers are offered evidence on the need for robust digital governance frameworks, while practitioners gain insights on prioritising AI-driven systems, advanced analytics, and interoperable data-sharing platforms to improve service delivery across regulatory agencies.

Suggested Citation

  • Vincent Kipng’etich Cheruiyot & Dr. Josephat Kwasira & Dr. Dennis Juma & Dr. Millicent Mboya, 2025. "Digital Innovation and Service Delivery of Regulatory Agencies in Kenya," Journal of Technology and Systems, CARI Journals Limited, vol. 7(6), pages 75-90.
    • Handle: RePEc:bhx:ojtjts:v:7:y:2025:i:6:p:75-90:id:3401
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    References listed on IDEAS

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    1. Tseng, Ming-Lang & Wu, Kuo-Jui & Chiu, Anthony SF. & Lim, Ming K. & Tan, Kimhua, 2019. "Reprint of: Service innovation in sustainable product service systems: Improving performance under linguistic preferences," International Journal of Production Economics, Elsevier, vol. 217(C), pages 159-170.
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