Information Systems Implementation and Service Delivery in Kenya Power and Lighting Company
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Date
2024-10
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Kenyatta University
Abstract
The impact of information systems on service delivery is a critical area of focus, particularly in understanding how investments in information and communication technologies contribute to organizational performance. Despite significant resources allocated to information and communication technologies implementation, its role in value creation within businesses remains underexplored. A firm’s internal and external operations are profoundly influenced by the ICT infrastructure and investment level, which in turn enhances organizational structures, facilitates information sharing across departments, and improves employee efficiency. This study investigates the impact of information systems on service delivery at Kenya Power and Lighting Company, with specific objectives to assess the influence of ICT infrastructure, financial resources, management support, and organizational structure on service delivery. The research employed a cross-sectional survey design, targeting 152 Kenya Power and Lighting Company management staff as respondents. A stratified random sampling technique helped select 76 respondents, and data was gathered using questionnaires. Descriptive and regression analyses were conducted to derive meaningful insights from the data. The results revealed that ICT infrastructure, financial resources, management support, and organizational structure had a significant positive impact on service delivery at KPLC, with a 0.859 (p < 0.05) adjusted R-squared value. This indicates that the studied factors attribute to 85.9% of the variation in service delivery, while 14.1% may be influenced by other attributes not studied. The study concludes that effective management of ICT infrastructure enhances employee productivity by optimizing technology system performance, increasing uptime, and improving the user experience. Financial resources are crucial for sustaining organizational operations and investments. Managerial support fosters employee direction and trust, while a well-defined organizational structure is essential for effective decision-making and management preparedness. The study recommends that KPLC should continuously monitor and evaluate its digital systems' performance to identify areas for improvement, invest in upskilling financial department professionals, and promote teamwork through structured team-building activities. Additionally, it is crucial for the organization to ensure alignment among senior leaders and clearly define their roles to enhance service delivery.
Description
A Research Project Submitted to the School of Business, Economics and Tourism in Partial Fulfilment of the Requirement for the Award of Master Degree in Business Administration (Strategic Management Option) Of Kenyatta University, October, 2024
Supervisors:
1. Shadrack Bett