Evaluating Huduma Centres E-government Initiatives for Sustainable Delivery of Services in Public Organizations

Due to forces of globalization, effective and efficient public service delivery has become one of the main justifications for the existence of any government. Consequently, governments the world over have heavily investment public funds in setting up e-government initiatives to increase operational efficiency in public service delivery. Due to the enormous investment involved in these projects, performance evaluation is considered important. Performance evaluation of Huduma centre e-government initiative was considered pertinent to ascertain its impact in Kenya’s public service delivery. This chapter reviews literature extensively on the suitability of DeLone and McLean IS success model in evaluating e-government systems. The models six dimensions: information quality, system quality, service quality, use, user satisfaction, and net benefit application in e-government evaluation is analyzed. This finding implies that access to integrated ICT will drive more use of e-government., the quality dimensions affect the actual use and user satisfaction with e-government. Digital literacy, e-government user awareness, information security and transaction security are critical for the success of e-government initiative. E-government system performance investigates the impact of the initiatives on the citizens, business and organizations. With some limitations, this chapter is likely to contribute to literature in information systems field by providing a fairly comprehensive information on e-government system success evaluation using all the six dimensions of the (Delone and Mclean, Journal of Management Information Systems 19:9–30, 2003) IS success model.