DIGITALIZATION PRACTICES AND ORGANIZATIONAL PERFORMANCE OF INFORMATION AND COMMUNICATION TECHNOLOGY AUTHORITY, KENYA
Keywords:
Digitalization Practices, Organizational Performance, Information and Communication Technology Authority (ICTA), ICT Infrastructure, Human CapitalAbstract
As technology continues to evolve, governments worldwide increasingly recognize the transformative impact of digitalization on organizational performance. Public institutions are under pressure to modernize their service delivery systems to provide efficient, cost-effective, and responsive services that meet citizens’ expectations. In Kenya, as in many African countries, bureaucratic processes, resulting in delays, inefficiencies, and low levels of customer satisfaction, have hindered public service delivery. The main objective of this study was to evaluate the influence of digitalization practices on the organizational performance of the Information and Communication Technology Authority (ICTA). Primary data were collected using structured questionnaires, interview guides, and secondary sources from institutional records. The instruments were reviewed for content validity and tested for reliability using Cronbach’s Alpha. Descriptive and inferential statistics were applied in the analysis, and results were generated using the Statistical Package for Social Sciences (SPSS) Version 28, presented through tables, charts, and graphs, while qualitative findings were analyzed thematically. Research assistants supported the administration of questionnaires to respondents. Data were analyzed using multiple regression, descriptive statistics, and correlation analysis. The findings revealed that ICT infrastructure and human capital had a significant and positive effect on organizational performance. ICT infrastructure and human capital emerged as the strongest predictors. The study therefore recommended investment in modern infrastructure and institutionalized continuous training. At the policy level, it further recommended that the Ministry of ICT and Digital Economy develop clear interoperability standards, ensure sustained funding for digital transformation, and promote citizen-centered policies to accelerate Kenya’s digital agenda.
Key Words: Digitalization Practices, Organizational Performance, Information and Communication Technology Authority (ICTA), ICT Infrastructure, Human Capital
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