The Role of Technological Infrastructure in Enhancing Public Service Delivery: Evidence from Huduma Centres in Nairobi Metropolitan Area, Kenya

Abstract

Technological infrastructure has emerged as a foundational driver of public sector service delivery, yet its specific effect on service delivery outcomes in Kenya, particularly at Huduma Centres, remains understudied. These Centres aim to centralise government services, but persistent challenges in digital infrastructure continue to undermine accessibility, timeliness, and user satisfaction. This study investigated the effect of technological infrastructure in enhancing service delivery among Huduma Centres in Nairobi Metropolitan Area, Kenya. The study was anchored in a pragmatic philosophical paradigm and guided by the technology–organisation–environment framework. An explanatory mixed-methods design was adopted, targeting 13,796 individuals across nine Huduma Centres in Nairobi, Kiambu, Machakosand Kajiado counties. A stratified sampling approach using Cochran's formula yielded a sample of 549 respondents. Primary data were collected through semi-structured questionnaires, with reliability and validity ensured through Cronbach's alpha, expert validation, and construct review. Quantitative data were analysed using descriptive statistics, Pearson correlation, and simple linear regression, while qualitative data underwent thematic analysis. The study found that technological infrastructure had a significant positive effect on service delivery (β = 0.650, p = 0.000), explaining 44.7% of the variance in service delivery outcomes. Infrastructure reliability recorded the lowest mean score among the three infrastructure items (M = 4.04, SD = 0.47), pointing to uneven system performance across centres. Qualitative findings corroborated these results, with employees and customers identifying system downtimes, inadequate bandwidth, and equipment failures as persistent barriers to effective service provision. The study concludes that technological infrastructure is the most critical driver of service delivery performance at Huduma Centres, yet systematic gaps in reliability and system integration require immediate institutional intervention. The study recommends that Huduma Centres prioritise infrastructure upgrades, that the ICT Authority enforce uniform digital standards, and that the Ministry of ICT align the Kenya Digital Masterplan 2022–2032 with clear implementation timelines and resource allocation frameworks to ensure consistent and equitable service delivery across all centres.