ONYANGO, Boniface Oduor


Boniface Onyango is a holder of a BSc in Information Technology from KCA University and a Higher Diploma and Diploma Certificates from the Institute of Management of Information Systems (IMIS), UK. His research interests include information systems in public institutions and how they impact service delivery. He is currently employed as a Systems Administrator/Applications Developer at the Nairobi City County.

Project Summary

Project Title: Evaluating the Impact of E-Government Services: A Case of Nairobi City County Electronic Payments Service

Abstract: Currently, most organizations and businesses are adopting technology as a means of offering quality service and transactions. The public service and more so government institutions are not left behind in embracing technology in order to offer services to the citizen. The Nairobi county government implemented an e-payment service (e-Jiji pay) to improve on its service delivery, where the users directly interact with the system. However, the users complained of system unavailability, tedious processes, and public awareness. This study adopted a descriptive research design, to obtain views from Citizens in regard to the effectiveness of NCCG portal guided by the independent variables identified in the research tool. The study was conducted on a sample size of 400 respondents. Questionnaires were administered to collect the data on citizens’ perspectives. A Cronbach’s alpha of 0.875 was obtained in order to establish the internal consistency of data. The results showed that the cost of service, service quality and user satisfaction has an impact on e-government, while, e-readiness was seen as not having a significant value on e-government services. Every sector thinking of deploying a successful e-service for the citizens must consider the cost of accessing the services, quality of e-services, and User satisfaction to those e-services. The county managers should, therefore, consider a better quality of e-services by enhancing; a user-friendly interface, information quality, 24/7 availability of services, response time, and have a variety of access options.