E-Government and Service Delivery at Kenya Revenue Authority Headquarters in Nairobi City County, Kenya


  • Rajab Akida Kenyatta University, Kenya
  • Dr. John M. Kandiri Kenyatta University, Kenya




In their quest to enhance service delivery, Kenya Revenue Authority (KRA) has gone through various transformations and the most recent is e-Government system. However, the effect of such strategies on service delivery remains inconclusive and hence this study sought to determine the effect of e-government strategy (queue management and customer care management) on service delivery.  The target population was 97 employees in the Information Technology Communication (ICT) department. The study used a structured questionnaire to collect the data. The collected data was analysed through descriptive and inferential statistics. The study found that electronic governance stands out as a critical factor in enhancing service delivery. It was determined that the Kenya Revenue Authority's service performance is significantly influenced by effective queue management. Furthermore, the research indicates that both queue management and customer service are pivotal in improving service performance. Effective customer service, when combined with efficient queue management, contributes to a more satisfactory service experience for users, leading to increased satisfaction and trust in the KRA's services. This synergy between technology-driven governance and customer-focused strategies is essential for public service institutions aiming to improve their service delivery in the digital age. The study recommends that the government should enhance service delivery by adopting e-Government through the Kenya Revenue Authority (KRA). KRA's leadership should leverage e-Government to establish nationwide one-stop service centers, ensuring easy and quick public access to information about KRA's services. Additionally, the study recommends that to foster greater public engagement and connectivity with government services, mechanisms should be put in place for citizens to actively participate and benefit from these services. Finally, the study recommends that public management systems should be optimized with e-Government technologies, such as unique IDs for efficient information retrieval, to streamline client information management and improve service efficiency.

Keywords: E-government, Queue Management, Customer Management, Service Delivery


Author Biographies

Rajab Akida , Kenyatta University, Kenya

Master’s Student, Department of Public Policy and Administration, Kenyatta University, Kenya

Dr. John M. Kandiri, Kenyatta University, Kenya

Lecturer, Department of Public Policy and Administration, Kenyatta University, Kenya


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How to Cite

Akida , R., & Kandiri, J. M. (2024). E-Government and Service Delivery at Kenya Revenue Authority Headquarters in Nairobi City County, Kenya. Journal of Public Policy & Governance, 8(1), 1–15. https://doi.org/10.53819/81018102t5309