E-SERVICES & DEVOLUTION: USAGE OF ICT APPLICATIONS ON CUSTOMER SERVICE DELIVERY IN MACHAKOS COUNTY GOVERNMENT, KENYA

Abstract

This paper examined the effect of ICT applications and their frequency of usage on customer service delivery in Machakos County Government (MCG). The ICT applications included Mobile Point of Sale (M-POS) for revenue and parking fees collection, CCTV security surveillance system in different sub-counties within Machakos County and the Help Desk System. Self-administered questionnaires and interviews were used to collect primary data from 57 employees of MCG and 100 service seekers (traders and vehicle owners who pay parking fees). The research study established that there exists a strong positive relationship between ICT applications and their usage (r = 0.795, P = 0.000) and customer service delivery. The paper recommends that county governments fully adopt ICTs by allocating funds and goodwill towards the development and maintenance of ICT system applications.