Information and Communication Technology Management Support and Service Delivery at the Department of Immigration, Kenya

Gladys Kangogo Komen, Thomas Anyanje Senaji


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.

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