FACTORS INFLUENCING ADOPTION OF ICT IN SERVICE DELIVERY BY COUNTY GOVERNMENTS IN KENYA: A CASE OF KITUI COUNTY. JOSEPH MUTEMI MULWA A Project Report Submitted in Partial Fulfillment of Requirement for the Award of Master of Arts Degree in Project Planning and Management of the University of Nairobi 2015 i DECLARATION This project report is my original work and has not been presented to any university for academic award. Sign: ----------------------------------------- --------------------------------------------- Joseph Mutemi Mulwa Date L50/73514/2014 This project report has been submitted for examination with my approval as the University supervisor. Sign------------------------------------------- ------------------------------------------- Dr. Angeline Mulwa Date Resident Lecturer, Garissa Extra-Mural Centre, University of Nairobi ii DEDICATION I would like to dedicate this project report to my dear sisters Katui, Serah, brothers Roffee and Samuel for their constant encouragement even when I was about to give up, my mum Joyce Mundia for believing in education and motivating me to go on until the highest level that I can reach. I will remain forever grateful. iii ACKNOWLEDGEMENT First, I would like to thank Almighty God for granting me the courage and the strength, I owe a debt of gratitude to many people who helped me complete compiling this project report. I express my deepest acknowledgement to my supervisor Dr. Angeline Mulwa in the Department of Extra Mural Studies for her in valuable advice, criticisms and recommendation. I owe great appreciation to my Lecturers and Panelist who gave me a positive encouragement and guidance through compiling my report . I acknowledge all my colleagues whom they gave moral support and encouragement throughout my research and also my respondents for their positive support during data collection. I wish to extend my thanks to my mum for her continued support and encouragement for my studies. I wish to extend my thanks to my sisters Katui, Serah and brothers Roffee and Samuel for encouragements they have given to me. Gratitude to Scholarsticah Mboi for mutual support of reading materials and sharing ideas and finally thanks to John Mwavu Mumbee and Felix Mweke my colleagues for the piece of advice and giving me reference materials. iv TABLE OF CONTENTS DECLARATION ............................................................................................................................ i DEDICATION ............................................................................................................................. iii ACKNOWLEDGEMENT ........................................................................................................... iv LIST OF TABLES ....................................................................................................................... ix LIST OF FIGURES ..................................................................................................................... xi ABBREVIATIONS AND ACRONYMS .................................................................................... xii ABSTRACT ............................................................................................................................... xiii CHAPTER ONE: INTRODUCTION .......................................................................................... 1 1.1 Background to the Study ................................................................................................................ 1 1.1.1 County Governments‟ and Adoption of ICT Projects in Kenya ..................................... 4 1.1.2 Overview of Kitui County .............................................................................................. 6 1.2 Statement of the Problem ............................................................................................................... 8 1.3 Purpose of the Study ...................................................................................................................... 9 1.4 Objectives of the Study .................................................................................................................. 9 1.5. Research Questions ..................................................................................................................... 10 1.6 Hypotheses of the Study .............................................................................................................. 10 1.7 Significance of the Study ............................................................................................................. 11 1.8 Limitations of the Study............................................................................................................... 12 1.9 Delimitation of the Study ............................................................................................................. 12 1.10 Assumptions of the Study .......................................................................................................... 13 1.11 Definitions of significant terms ................................................................................................. 13 1.12 Organization of the Study .......................................................................................................... 14 CHAPTER TWO: LITERATURE REVIEW ............................................................................ 16 2.1 Introduction .................................................................................................................................. 16 2.2 ICT in Government ...................................................................................................................... 16 2.2.1 ICT Implementation in Government of Kenya ............................................................. 18 2.3 Factors influencing adoption of ICT in service delivery ............................................................. 19 v 2.3.1 Influence of human resource availability on adoption of ICT in service delivery ...... 19 2.3.2 Influence of financial resource availability on adoption of ICT in service delivery .... 20 2.3.3 Influence of personal characteristics of county management on adoption of ICT service delivery ............................................................................................................. 21 2.3.4 Influence of infrastructure on adoption of ICT in service delivery .............................. 23 2.4 Empirical Literature ..................................................................................................................... 24 2.5 Theoretical Literature ................................................................................................................... 27 2.6 Conceptual Framework ................................................................................................................ 30 2.7 Summary ...................................................................................................................................... 32 CHAPTER THREE: RESEARCH METHODOLOGY ............................................................ 34 3.1 Introduction .................................................................................................................................. 34 3.2 Research Design........................................................................................................................... 34 3.3 Target Population ......................................................................................................................... 35 3.4 Sample Size and Sampling Procedure ......................................................................................... 35 3.4.1 Sample Size ................................................................................................................... 36 3.4.2 Sample Procedure ......................................................................................................... 38 3.5 Research Instruments ................................................................................................................... 39 3.6. Pretesting of the instrument ........................................................................................................ 39 3.6.1 Pilot Study ..................................................................................................................... 39 3.6.2 Validity of the Research Instrument ............................................................................. 40 3.6.3 Reliability of the Research Instrument ......................................................................... 40 3.7 Data Collection Procedures.......................................................................................................... 41 3.8 Data Analysis ............................................................................................................................... 42 3.9 Operational Definition of Variables ............................................................................................. 43 3.10 Ethical considerations ................................................................................................................ 44 CHAPTER FOUR : DATA ANALYSIS, PRESENTATION / INTERPRETATION AND DISCUSSION OF FINDINGS .............................................................................................. 45 4.1 Introduction .................................................................................................................................. 45 4.2 The Study Response Rate ............................................................................................................ 45 vi 4.2.1 Demographic Characteristics of the Respondents ........................................................ 46 4.2.2 Influence of human resource availability on adoption of ICT in service delivery ....... 49 4.2.3 Influence of financial resource availability on adoption of ICT in service delivery by County government of Kitui .................................................................................. 52 4.2.4 Influence of personal characteristics of county management on adoption of ICT service delivery by county government of Kitui........................................................... 55 4.2.5 Influence of Infrastructure on adoption of ICT in service delivery .............................. 57 4.2.6 County government officials‟ suggestions/recommendations for improvement/ action ............................................................................................................................. 61 4.2.7 Correlation Analysis ..................................................................................................... 62 4.2.8 Independent t-Tests ....................................................................................................... 64 4.3 The Study Response Rate (Responses from Kitui County Residents) ........................................ 67 4.3.1 Background information of the Kitui County Residents .............................................. 67 4.3.2 Factors influencing adoption of ICT in service delivery by county government of Kitui .............................................................................................................................. 72 4.3.3 Kitui County Residents suggestions/recommendations for improvement/action ......... 78 4.3.4 Correlation Analysis ..................................................................................................... 78 4.3.5 Regression Analysis ...................................................................................................... 80 4.4 The Study Response Rate (Responses from top County government official) ........................... 85 4.4.1 Challenges faced by Top County government official when implementing ICT ......... 89 4.4.2 Top county government official suggestions and recommendations for improvement/action ...................................................................................................... 89 CHAPTER FIVE : SUMMARY OF THE FINDINGS , CONCLUSIONS AND RECOMMENDATIONS ................................................................................................................. 91 5.1 Introduction .................................................................................................................................. 91 5.2 Summary of Research Findings ................................................................................................... 91 5.2.1 Major Findings on influence of human resource availability on adoption of ICT in service delivery by county government of Kitui .......................................................... 93 vii 5.2.2 Major Findings on the Influence of Financial Resource Availability on adoption of ICT in service delivery by county government of Kitui .............................................. 94 5.2.3 Major Findings on the influence of personal characteristics of County management on adoption of ICT in service delivery by county government of Kitui ...................... 95 5.2.4 Major Findings on the influence of infrastructure on adoption of ICT in service delivery by county government of Kitui ....................................................................... 96 5.3 Conclusion of the Study ............................................................................................................... 97 5.4 Recommendations of the Study ................................................................................................... 98 5.4.1 Recommendations for policy and practice .................................................................... 98 5.4.2 suggestions for further research .................................................................................... 99 REFERENCES .......................................................................................................................... 100 APPENDICES ........................................................................................................................... 107 Appendix I: Letter of Transmital ..................................................................................................... 107 Appendix II: Questionnaire for County Officials ............................................................................ 108 Appendix III : Questionnaire Kitui County Residents ..................................................................... 113 Appendix IV: Interview Guide for Top County Government Official ............................................ 116 Appendix V: Research Authorization Letter ................................................................................... 117 Appendix VI: Research Permit ........................................................................................................ 118 Appendix VII: Map of Kitui County ............................................................................................... 119 viii LIST OF TABLES Table 3.1: Study Sample Respondents (County government officials) ............................................. 37 Table 3.2: Operational Definition of Variables ................................................................................. 44 Table 4.1: Distribution of Response Rate ......................................................................................... 46 Table 4.2: Distribution of Respondents by Gender .......................................................................... 46 Table 4.3: Distribution of County Officials‟ by Age ......................................................................... 47 Table 4.4: Distribution of respondents by Education Level .............................................................. 48 Table 4.5: Length lived by respondent in Kitui County ................................................................... 48 Table 4.6: Conversant with adoption of ICT service delivery ........................................................... 49 Table 4.7: Influence of human resource availability on adoption of ICT in service delivery ........... 50 Table 4.8: Extent to which human resource availability influences adoption of ICT in service delivery .............................................................................................................................. 50 Table 4.9: Extent human resource availability factors influence adoption of ICT in service delivery .............................................................................................................................. 51 Table 4.10: Influence of financial resource availability on adoption of ICT in service delivery ...... 52 Table 4.11: Extent financial resource availability influences adoption of ICT in service delivery ... 53 Table 4.12: Extent financial resource availability factors influences adoption of ICT in service delivery .............................................................................................................................. 54 Table 4.13: Influence of personal characteristics of county management on adoption of ICT in service delivery .................................................................................................................. 55 Table 4.14: Extent personal characteristics of county management influence adoption of ICT in service delivery .................................................................................................................. 56 Table 4.15: Personal characteristics of county management influencing adoption of ICT in service delivery .................................................................................................................. 57 Table 4.16: Influence of Infrastructure on adoption of ICT in service delivery ................................ 58 Table 4.17: Extent infrastructure influences adoption of ICT in service delivery ............................ 58 Table 4.18: Extent to which infrastructure influences adoption of ICT in service delivery .............. 59 Table 4.19: Challenges facing county governments‟ readiness to adopt ICT in service delivery .... 60 Table 4.20 Correlation Analysis ........................................................................................................ 62 ix Table 4.21 Correlation Analysis for Human Resource Availability on adoption of ICT in service delivery .............................................................................................................................. 63 Table 4.22 Group Statistics ................................................................................................................ 64 Table 4.23 Independent samples tests ................................................................................................ 65 Table 4.24: Distribution of the Respondents by Responses Rate ...................................................... 67 Table 4.25: Distribution of Kitui County Residents by Gender ........................................................ 68 Table 4.26: Distribution of Kitui County Residents by Age ............................................................. 68 Table 4.27: Distribution of Kitui County Residents by education level ............................................ 69 Table 4.28: length respondents lived in Kitui County ....................................................................... 70 Table 4.29: Type of occupation ......................................................................................................... 70 Table 4.30: Access to internet and internet connection ..................................................................... 71 Table 4.31: Frequency of connecting to the internet ......................................................................... 71 Table 4.32: Place of connecting to the internet.................................................................................. 72 Table 4.33: Extent human resource availability factors influence adoption of ICT in service delivery .............................................................................................................................. 73 Table 4.34: Extent financial resource availability factors influence adoption of ICT in service delivery .................................................................................................................................... 74 Table 4.35: Extent personal characteristics of management influences adoption of ICT in service delivery .................................................................................................................................... 75 Table 4.36: Extent to which Infrastructure influence adoption of ICT in service delivery ...................... 76 Table 4.37: Extent challenges face county governments‟ readiness to adopt ICT in service delivery ..... 77 Table 4.38 Correlation Analysis ............................................................................................................... 78 Table 4.39: Model Goodness of Fit .......................................................................................................... 80 Table 4.40: Analysis of Variance (ANOVA) ............................................................................................ 81 Table 4.41: Regression Coefficients ......................................................................................................... 82 Table 4.42: Influence of human resource availability on the adoption of ICT in service delivery .......... 86 Table 4.43: Influence of financial resource availability on adoption of ICT in service delivery ............. 87 Table 4.44: Influence of personal characteristics of county management on adoption of ICT in service delivery ........................................................................................................................ 87 Table 4.45 Influence of Infrastructure on adoption of ICT in service delivery ........................................ 88 x