Constraints Hampering the Performance of Information Communication Technology Service Projects

Rationale of Study – Information and Communication Technology (ICT) service organisations offer advanced business services and products to their customers and users through complex, innovative, and tailored programs and projects. Even with the strategic importance and trust placed in implementing these ICT service projects, organisations are facing an exorbitantly high percentage of ICT service project failures. This research focused on determining the impediments to the performance of ICT service projects in organisations. Methodology – The target population comprised 65 of Kenya Power's technical project team members. Due to the small size of the population, a census sampling method was adopted. A questionnaire was used in data collection. The reliability of the questionnaire was determined using McDonald's omega statistic coefficient. The collected data was analysed using descriptive statistics methods of mean and standard deviation, and inferential statistics methods of correlation and regression analysis. Findings – The study's results were presented through statistical narratives and tables. The results confirmed that most respondents believed that technological, leadership, environmental and other issues influenced the success of ICT service projects in organisations. The study concludes that constraints are inevitable in any business environment supported by ICT services, and no organisation can thrive without them. As such, it is the responsibility of the organisational management to address them accordingly for the success of their ICT service projects. Implications – This research shall enhance ICT service projects' policies and enlighten the leadership of organisations and other stakeholders when making informed decisions on improving ICT service projects' success. Originality – This research is pertinent to Kenya Power Company and its stakeholders, policymakers, practitioners and theorists. The researcher recommends further research to establish other impediments not covered in this study that may affect project performance.