Digital Innovation and Public Service Delivery in Kenya: A Case Study of Huduma E-Government

Authors

  • Samwel Aloket Kipyego Kenya School of Government
  • Dennis Nyamiaka Marube Kenya School of Government
  • Lucy Ndung’u Wamaitha
  • Annah Nyaera Omwega Kenya School of Government
  • Immaculate Nkatha Guantai Kenya School of Government

DOI:

https://doi.org/10.47941/jbsm.3574

Keywords:

Digital Innovation, Digital Infrastructure, Digital Capabilities, Digital Customer Relationship, Public Service

Abstract

Purpose: The purpose of this study was to examine influence of digital innovation on public service delivery In Kenya.

Methodology: The study adopted a descriptive research design. Primary data was collected from citizens through structured questionnaires. Data was analyzed and presented using percentages, means and standard deviations.

Findings: Findings indicated a significant influence of digital infrastructure public service delivery in Kenya Huduma Centers. In addition, the study showed a positive influence of digital capabilities on public service delivery in Kenya. Further, the findings showed a moderate positive influence of digital customer relationship on public service delivery in Kenya.

Unique Contribution to Theory, Practice and Policy. The results agrees with the New Public Management theory which asserts that effective customer relationship management is central to improving service quality. For practice the study recommends the government should strengthen digital literacy programs For policy the Ministry of Information, Communication and Technology should develop digital customer relationship policy with clear strategies to boost engagement and satisfaction. Huduma Center should develop user friendly platforms, Develop customer relationship policy to improve responsiveness of digital platform

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Published

2026-03-24

How to Cite

Kipyego, S. A., Marube, D. N., Wamaitha, L. N., Omwega, A. N., & Guantai, I. N. (2026). Digital Innovation and Public Service Delivery in Kenya: A Case Study of Huduma E-Government. Journal of Business and Strategic Management, 11(2), 1–19. https://doi.org/10.47941/jbsm.3574

Issue

Vol. 11 No. 2 (2026)

Section

Articles

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Copyright (c) 2026 Samwel Aloket Kipyego, Dennis Nyamiaka Marube, Lucy Ndung’u Wamaitha, Annah Nyaera Omwega, Immaculate Nkatha Guantai

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