ICT Innovations for Integrated Service Delivery in Developing Economies: Case of Huduma Centers - Kenya

Abstract

The delivery of government services to the masses in any country is a complex process because it demands an interrelated, inter-sectoral and integration of the many sectors and government departments involved. Over the years, Information Communication Technology (ICT) has positioned itself as a critical enabler of business operations and an essential tool for the delivery of government services to the people. One of the greatest achievements of the Kenyan government since late 2013 has been the establishment of the globally recognized and award winning HUDUMA Kenya Initiative; a project that integrates the provision of over 44 government services from various government agencies within one single window in a fast, simple and seamless operation. The main objectives of this research therefore is to present a case for developing economies on how ICT can be exploited to enhance the delivery of critical government services using the Huduma centre model. The result of the study is a framework for ISD implementation in developing economies based on the Huduma Kenya Model.