The Role of Technological Infrastructure in Enhancing Public Service Delivery: Evidence from Huduma Centres in Nairobi Metropolitan Area, Kenya
DOI:
https://doi.org/10.53819/81018102t5425Abstract
Technological infrastructure has emerged as a foundational driver of public sector service delivery, yet its specific effect on service delivery outcomes in Kenya, particularly at Huduma Centres, remains understudied. These Centres aim to centralise government services, but persistent challenges in digital infrastructure continue to undermine accessibility, timeliness, and user satisfaction. This study investigated the effect of technological infrastructure in enhancing service delivery among Huduma Centres in Nairobi Metropolitan Area, Kenya. The study was anchored in a pragmatic philosophical paradigm and guided by the technology–organisation–environment framework. An explanatory mixed-methods design was adopted, targeting 13,796 individuals across nine Huduma Centres in Nairobi, Kiambu, Machakosand Kajiado counties. A stratified sampling approach using Cochran's formula yielded a sample of 549 respondents. Primary data were collected through semi-structured questionnaires, with reliability and validity ensured through Cronbach's alpha, expert validation, and construct review. Quantitative data were analysed using descriptive statistics, Pearson correlation, and simple linear regression, while qualitative data underwent thematic analysis. The study found that technological infrastructure had a significant positive effect on service delivery (β = 0.650, p = 0.000), explaining 44.7% of the variance in service delivery outcomes. Infrastructure reliability recorded the lowest mean score among the three infrastructure items (M = 4.04, SD = 0.47), pointing to uneven system performance across centres. Qualitative findings corroborated these results, with employees and customers identifying system downtimes, inadequate bandwidth, and equipment failures as persistent barriers to effective service provision. The study concludes that technological infrastructure is the most critical driver of service delivery performance at Huduma Centres, yet systematic gaps in reliability and system integration require immediate institutional intervention. The study recommends that Huduma Centres prioritise infrastructure upgrades, that the ICT Authority enforce uniform digital standards, and that the Ministry of ICT align the Kenya Digital Masterplan 2022–2032 with clear implementation timelines and resource allocation frameworks to ensure consistent and equitable service delivery across all centres.
Keywords: Technological infrastructure, service delivery, Huduma Centres, Kenya
References
Aboelmaged, M. (2020). Predicting e-service adoption in a developing country: An integrated TOE-TAM model. Computers in Human Behavior, 106383, 110. https://doi.org/10.1016/j.chb.2019.106383
Abu-Shanab, E. (2020). E-government adoption and citizen satisfaction in Jordan. Cross-sectional study using structural equation modelling.
Agyepong, S., et al. (2019). Impact of digital transformation on public sector performance in Ghana. Descriptive cross-sectional survey.
Alvarenga, A. M., Matos, F., Godina, R., & Matias, J. C. O. (2020). Digital transformation and knowledge management in the public sector. Sustainability, 12(14), 5824. https://doi.org/10.3390/su12145824
Babbie, E. (2016). The practice of social research (14th ed.). Cengage Learning.
Baughan, N., Whitney, H. M., Drukker, K., Sahiner, B., Hu, T., Kim, G. H., McNitt-Gray, M., Myers, K. J., & Giger, M. L. (2023). Sequestration of imaging studies in MIDRC: Stratified sampling to balance demographic characteristics of patients in a multi-institutional data common. Journal of Medical Imaging, 10(06). https://doi.org/10.1117/1.JMI.10.6.064501
Chen, Q., & Li, C. (2024). The green paradox in NEV manufacturing: Regulatory impacts on innovation from a stakeholder perspective. Energies, 17(14), 3508. https://doi.org/10.3390/en17143508
Clarke, E., & Visser, J. (2019). Pragmatic research methodology in education: Possibilities and pitfalls. International Journal of Research & Method in Education, 42(5), 455–469. https://doi.org/10.1080/1743727X.2018.1524866
Cochran, W. G. (1977). Sampling techniques (3rd ed.). John Wiley & Sons.
Creswell, J. W., & Creswell, J. D. (2022). Research design: Qualitative, quantitative, and mixed methods approaches. Sage Publications.
Dillman, D. A., Smyth, J. D., & Christian, L. M. (2014). Internet, phone, mail, and mixed-mode surveys: The tailored design method (4th ed.). John Wiley & Sons. https://doi.org/10.1002/9781394260645
Duong, H. (2023). Employing modern digital tools for enhanced learning in post-pandemic education. International Journal of Educational Studies, 45(3), 201–215.
Filgueiras, F., Flávio, C., & Palotti, P. (2019). Digital transformation and public services in Brazil. Federal government study. https://doi.org/10.1111/lamp.12169
Hamidu, Z. (2025). Digital infrastructure and service delivery in public institutions.
ICT Authority. (2022). Kenya Digital Masterplan 2022–2032. Ministry of Information, Communications and the Digital Economy.
Idrus, S., et al. (2024). Digital accessibility and public service delivery challenges. Applied governance study.
Kasmiah, N., et al. (2024). Digital transformation in developing country public service contexts. Empirical study.
Kepha, G. N., Peterson, M. O., & Kate, L. O. (2023). The effect of corporate information technology strategy on service delivery of state corporations in Kenya. African Journal of Business and Management (AJBUMA), 8(1), 188–206.
Khisro, J. (2020). Utilizing an investment instrument for digital transformation: A case study of a large Swedish municipality (pp. 71–81). https://doi.org/10.1007/978-3-030-57599-1_6
Kiprono, J., & Cheruiyot, P. (2024). AI integration and service efficiency in Kenya's public sector. Quasi-experimental study.
Kirana, N. W. I., & Majid, N. (2022). Challenges of digital transformation on good governance for improving public services quality. Nusantara Science and Technology Proceedings, 43–47. https://doi.org/10.11594/nstp.2022.2307
Koech, D., & Bett, A. (2023). Identifying the critical success factors for digital transformation strategy in the public service: Evidence from Kenya. Strategicjournals.com, 10(2). https://doi.org/10.61426/sjbcm.v10i2.2600
Kraus, S., Jones, P., Kailer, N., Weinmann, A., Chaparro-Banegas, N., & Roig-Tierno, N. (2021). Digital transformation: An overview of the current state of the art of research. Sage Open, 11(3). https://doi.org/10.1177/21582440211047576
Kumari, S., & Singh, R. (2023). Impact of digital learning on student performance: A comparative study in higher education. Journal of Educational Research, 59(4), 300–315.
Larasati, Z. W., Yuda, T. K., & Syafa'at, A. R. (2022). Digital welfare state and problem arising: An exploration and future research agenda. International Journal of Sociology and Social Policy, 43(5/6), 537–549. https://doi.org/10.1108/ijssp-05-2022-0122
Latupeirissa, J. J. P., Dewi, N. L. Y., Prayana, I. K. R., Srikandi, M. B., Ramadiansyah, S. A., & Pramana, I. B. G. A. Y. (2024). Transforming public service delivery: A comprehensive review of digitization initiatives. Sustainability, 16(7), 2818. https://doi.org/10.3390/su16072818
Li, H., & Xu, J. (2024). Impact of digital government on digital transformation of enterprises from the perspective of urban economic sustainable development. Sustainability, 16(7), 2667. https://doi.org/10.3390/su16072667
Manda, M. I. (2022). Power, politics, and the institutionalisation of information systems for promoting digital transformation in the public sector. Information Polity, 27(3), 311–329. https://doi.org/10.3233/ip-200233
Meru, A. K., & Kinoti, M. W. (2022). Digitalisation and public sector service delivery in Kenya. In Digital service delivery in Africa: Platforms and practices (pp. 229–248). Springer International Publishing. https://doi.org/10.1007/978-3-030-83909-3_10
Mugo, P., & Gikunda, R. (2022). Digital transformation and service delivery in Huduma Centres. Correlational study using SPSS regression.
Musyoka, C., et al. (2023). ICT infrastructure and service delivery in Nairobi Huduma Centres. Longitudinal regression study.
Nalubega, T., & Uwizeyimana, D. E. (2024). Artificial intelligence technologies usage for improved service delivery in Uganda. Africa's Public Service Delivery & Performance Review, 12(1), 11. https://doi.org/10.4102/apsdpr.v12i1.770
Ng'ang'a, E. W. (2021). Effectiveness of information and communication technology in accessing government services at GPO Huduma Centre in Kenya (Doctoral dissertation, University of Nairobi).
Njoroge, J., & Mwangi, M. (2023). Implementation gaps in the Kenya Digital Masterplan 2022–2032. International Journal of Digital Government, 2(1), 15–30. https://doi.org/10.24018/ijdg.2023.2.1.127
Njuguna, J., & Karimi, K. (2025). The moderating role of government policy in digital public service delivery. International Journal of Public Administration, 48(2), 123–139. https://doi.org/10.1080/01900692.2025.1234567
Nulty, D. D. (2008). The adequacy of response rates to online and paper surveys: What can be done? Assessment & Evaluation in Higher Education, 33(3), 301–314. https://doi.org/10.1080/02602930701293231
Nunnally, J. C. (1978). Psychometric theory (2nd ed.). McGraw-Hill.
Nurfadilah, A., & Haliah, H. (2024). Public sector transformation: Increased efficiency and innovation in the digital economy. International Journal of Human, Education and Social Sciences, 2(2), 127–143. https://doi.org/10.58578/ijhess.v2i2.2870
Nyamai, M., & Njagi, E. (2023). Empirical investigation on influence of employee skill development and continuous service improvement on service delivery in Huduma Centres in Nairobi City County, Kenya. International Journal of Business Management Entrepreneurship and Innovation. https://doi.org/10.35942/6j0yfn43
Odhiambo, W., & Okello, B. (2019). Influence of automation systems on service delivery in selected Huduma Centres in Kenya. Strategicjournals.com, 6(2). https://doi.org/10.61426/sjbcm.v6i2.1258
OECD. (2024). Developing skills for digital government: A review of good practices across OECD governments (OECD Social, Employment and Migration Working Papers No. 303). https://doi.org/10.1787/f4dab2e9-en
Paul, J., Ueno, A., Dennis, C., et al. (2024). Digital transformation: A multidisciplinary perspective and future research agenda. International Journal of Consumer Studies, 48(2), e13015. https://doi.org/10.1111/ijcs.13015
Poudel, N. (2024). The impact of big data-driven artificial intelligence systems on public service delivery in cloud-oriented government infrastructures. Journal of Artificial Intelligence and Machine Learning in Cloud Computing Systems, 8(11), 13–25.
Reddy, K. G., & Khan, M. G. M. (2023). Constructing efficient strata boundaries in stratified sampling using survey cost. Heliyon, 9(11), e21407. https://doi.org/10.1016/j.heliyon.2023.e21407
Setyawan, D. (2024). Digital governance and service delivery transformation. Governance study.
Sharamanzi, J. (2024). Infrastructure and e-government service delivery in Rwanda. Qualitative literature-based study using EGDI data.
Sharma, R., et al. (2023). Digital governance and service delivery effectiveness. Strategic management perspective.
Sihombing, S., et al. (2024). Operational inefficiencies in digital public service hubs. Applied study.
Stevens, J. P. (2002). Applied multivariate statistics for the social sciences (4th ed.). Lawrence Erlbaum Associates.
Tornatzky, L. G., & Fleischer, M. (1990). The processes of technological innovation. Lexington Books.
Tripathi, N., et al. (2020). Technology integration and citizen engagement in public administration. Applied study.
Wanyoike, S., et al. (2021). E-governance and service delivery in Kenyan county governments. Mixed-method investigation.
Xiao, J., Zhang, H., & Han, L. (2023). How digital transformation improves government performance: The mediating role of partnering agility. IEEE Access, 11, 59274–59285. https://doi.org/10.1109/access.2023.3284793
