Evaluation of the Relationship between Technological Infrastructure and Government Service Delivery at the Mombasa Huduma Centre, Kenya

Abstract: For many years, the Government of Kenya has experienced persistent challenges in the delivery of public services. In response, the government adopted the e-Government Policy in 2013 and established Huduma Centres as one-stop service points to enhance accessibility, efficiency, and transparency. Despite these interventions, concerns remain regarding the effectiveness of technological infrastructure in improving service delivery. This study evaluated the relationship between technological infrastructure and government service delivery at the Mombasa Huduma Centre. The research was anchored on Systems Theory and Task–Technology Fit Theory. A descriptive and correlational research design was adopted. The target population consisted of 130 employees stationed at the Mombasa Huduma Centre. A representative sample was determined using the Yamane formula, while proportionate stratified sampling ensured balanced representation across departments. Data were collected using pilot-tested, semi-structured questionnaires. Validity was ensured through expert review and reliability was confirmed using Cronbach’s Alpha. Descriptive statistics (frequencies, percentages, and means) were used to summarize responses, while Pearson’s correlation analysis was employed to establish the relationship between technological infrastructure and service delivery. The findings indicated that technological infrastructure significantly and positively influenced government service delivery by improving turnaround time, reducing paperwork, minimizing human error, and enhancing overall customer experience. However, the study also identified occasional system downtime, limited bandwidth, and delayed maintenance as key challenges affecting operational efficiency. The study concludes that technological infrastructure is a critical driver of effective service delivery in digital government platforms. It recommends greater investment in modern ICT infrastructure, enhanced bandwidth capacity, routine system upgrades, continuous staff training, and proactive maintenance. Strengthening technological capacity will improve reliability, user satisfaction, and overall public trust in e-government services. Keywords: technological infrastructure, service delivery, Mombasa huduma centre, Kenya. Title: Evaluation of the Relationship between Technological Infrastructure and Government Service Delivery at the Mombasa Huduma Centre, Kenya Author: Gakinya Faith Wangari, Joshua Tumuti International Journal of Management and Commerce Innovations ISSN 2348-7585 (Online) Vol. 13, Issue 2, October 2025 - March 2026 Page No: 98-105 Research Publish Journals Website: www.researchpublish.com Published Date: 12-November-2025 DOI: https://doi.org/10.5281/zenodo.17589429 Paper Download Link (Source) https://www.researchpublish.com/papers/evaluation-of-the-relationship-between-technological-infrastructure-and-government-service-delivery-at-the-mombasa-huduma-centre-kenya