Digitalization as a Strategic Move to Service Delivery in National Environment Management Authority, Nairobi, Kenya

Purpose: The study investigated the effect of digitalization on service delivery at the National Environment Management Authority (NEMA) in Nairobi, Kenya. Specifically, it examined how the adoption of digital tools, capacity building, accessibility of online platforms, responsiveness to public queries, and reliability of systems shape the effectiveness, accountability, and citizen satisfaction in environmental service provision. Methodology: The study employed a descriptive research design targeting NEMA staff across key departments. A census approach was used, with 76 questionnaires distributed and all returned, representing a 100% response rate. Data were collected using structured questionnaires, and the reliability of instruments was confirmed (Cronbach’s alpha > 0.7). Quantitative data were analyzed using SPSS version 25 through descriptive statistics, Pearson correlation, and multiple regression. Findings: The findings showed that digitalization is moderately adopted at NEMA, with strengths in employee training and information dissemination but notable weaknesses in system reliability, timeliness, and responsiveness to public queries. Perceptions of service delivery were generally neutral, with gaps in professionalism, timeliness, and complaint resolution. Correlation analysis revealed a significant positive relationship between digitalization and service delivery (r = 0.565, p < 0.001). Regression results confirmed digitalization as a significant predictor (β = 0.565, p < 0.001), explaining 32% of the variance in service delivery. Unique Contribution to Theory, Practice, and Policy: The study contributes to technology adoption theory and digital governance literature by providing empirical evidence that digitalization directly enhances efficiency, accountability, and citizen engagement in public service delivery. Practically, it highlights the importance of user-centered digital platforms, continuous staff capacity building, and transparent e-governance systems. Policy-wise, it provides insights for strengthening ICT infrastructure, improving responsiveness, and institutionalizing monitoring and evaluation frameworks to ensure sustainable digital transformation in public agencies.