Proposed ICT-enabled services model for local authorities in Kenya

Although Kenyan local authorities can benefit from ICTs in improving efficiency and effectiveness of their management and operations, this is not currently happening. The development of e-services in local authorities should be scaled from being merely informational or interactive to being truly transactional and eventually to being fully collaborative at the highest level of maturity. This may be achieved despite the numerous challenges facing local governments in developing countries such as financial, human resource and technical challenges. This paper proposes an Online Transaction Service System (OTSS), a model for improving effective and efficient public service delivery in local governments in Kenya. © 2011 IIMC LTD.