E-governance and Employee Performance in the Directorate of Immigration and Citizen Services, Nairobi City County, Kenya

Abstract

Governments across the globe have introduced e-governance in a bid to cut costs and be more effective and efficient in terms of operations, thereby, improving individual, team and organizational performance. E-governance practices have therefore, led to provision of prompt services, elimination of barriers, improvement of the quality of services, enabled local access points, and tackled social exclusion. The use of ICT in management and operations is believed to improve employee performance by enhancing effectiveness and efficiency of their operations and hence satisfaction of the customer needs. Customers expect a convenient user interface tailored to individual needs. E-governance is a strategic innovation that government agencies are implementing to ensure the delivery of efficient services and support development of government processes. The goal of this study was to examine the role of e-governance on employee performance in the directorate of immigration and citizen services, Nairobi City County, Kenya. Specifically, the study established the influence of e-visa processing, e-passport system, e-foreign nationals‟ services portal; personal identification secure comparison and evaluation system (PISCES) on employee performance; and established the moderating effects of personal characteristics on e-governance and performance of the directorate of immigration and citizen services in Nairobi City County, Kenya. Technology acceptance model theory, diffusion of innovation theory, task fit theory, theory of change, management information systems theory and resource-based view theory anchored the study. The study adopted a descriptive case study research design. The study targeted 516 employees of the directorate of immigration and citizen services in Nairobi City County, Kenya with a sample size of 103 selected using stratified proportionate random sampling. Primary and secondary sources of data collection were employed. Whereas a semi-structured questionnaire was used to gather primary data, official documents and reports from the directorate of immigration and citizen services were used to collect secondary data. Both content and construct validity of research tools were tested by way of piloting. To test the reliability of the research instrument Cronbach‟s alpha 0.7 was employed. Descriptive and inferential statistics were used to analyze the data collected and tables and charts used in presentation. The findings are of immense benefits to the directorate of immigration and citizen services and other departments and ministries of the government of the Republic of Kenya. Additionally, the findings will guide immigration policy development and act as a reference point for future researchers and academicians.