Abstract
Service delivery is a major function of the State Department of Immigration and there are some ICT factors which may influence the provision of quality services to citizens. We examined the relationship between the ICT Management support and service delivery at Department of Immigration passport control office in Nairobi Kenya using a descriptive survey design with sample size of 192 respondents with questionnaires for data collection. The data was analyzed using SPSS 22 software where descriptive statistics were calculated which comprised means and standard deviation while Chi square statistics were used to assess the association between variables. We found a significant association between ICT management support and service delivery = 0.740 (p = 0.786 > 0.05). Based on this finding it is recommended that the Government ensures sufficient ICT funding, innovate ICT policies and strategies to cater for new ICT trends that are necessary for improved service delivery. Further, there is need to regularly review ICT standards and regulations to reflect the dynamic nature of the technology used in service delivery.
Highlights
Public organizations have realized the potential of the information and communications technologies (ICT) to improve efficiency in their operations
We examined the relationship between the ICT Management support and service delivery at Department of Immigration passport control office in Nairobi Kenya using a descriptive survey design with sample size of 192 respondents with questionnaires for data collection
This paper focuses on assessing the relationship between management support for ICT implementation and service delivery at the Department of Immigration Kenya
Summary
Public organizations have realized the potential of the information and communications technologies (ICT) to improve efficiency in their operations. This paper focuses on assessing the relationship between management support for ICT implementation and service delivery at the Department of Immigration Kenya. Immigration services Department is a Government office which is mandated to deliver services to the public. The services include issuance of passports, permits, visas, foreign certificates, citizenship, permanent residency, and border control, in view of all these services the Department have implemented some mechanisms to improve service delivery. The use of ICT is very important in the Department for effective and efficient service delivery. The adoption of ICT may have improved efficiency at the passport offices in Nairobi but the management support for the ICT may influence the quality of service delivery to the citizens
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