Leveraging Technology for Government Service Delivery: Suggestions for Securing the eCitizen Services in Kenya

  • Lucy W. Maina, PhD Kenyatta University
  • Godfred Ohndyl Otieno International Peace Support Training Centre
Keywords: Bureaucracy, eCitizen, e-Governance, Information Security, National Sovereignty
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Governments across the world have increasingly embraced e-governance in the provision of public services. This development has significantly reduced bureaucracy, enhanced efficiency, reduced corruption and fundamentally transformed public service delivery. However, the adoption of these copyright technology solutions, owned by international corporations, non-state actors, mostly multinational corporations (MNCs), have equally exposed user governments, such as Kenya, to significant cyberspace security threats, service disruptions, exposed national security, interferences to national independence and loss of national sovereignty. These threats arise from the activities of offensive states, non-states and individuals taking advantage of the integrated and dependent internet connectivity networks. This paper is an extract from a study conducted on Information Security Threats to eCitizen Services in Kenya. The research presents findings on information security measures to secure eCitizen services in Kenya.  The case study adopted a descriptive research design that targeted 12,000 respondents (users) from 51 Huduma Centres countrywide. Purposive sampling was applied to select Huduma Centres and 10% of respondents from each centre.  About 1,200 questionnaires were issued with a return rate of 966 responses at 80%. The study applied both quantitative and qualitative techniques in analysis. The hypothesis was tested at a 5% significance level. The study identified 10 categories of security measures, six of which are discussed in this paper i.e., National capabilities, institutional policies, capacity development, backups, physical access, professional certification, frequent ICT audits, firewalls and management security reviews. The study recommends locally modelled technological solutions, mutually beneficial cyber security collaboration, frequent infrastructure security audits, user capacity training and restructuring national security organs to create cyberspace manning capabilities. These sectoral changes will enhance preventive, defensive and offensive capabilities against arising cyberspace threats from geopolitical, technological, economic and security competition and rivalries among global nations, non-state actors and malicious individuals


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14 February, 2024
How to Cite
Maina, L., & Otieno, G. (2024). Leveraging Technology for Government Service Delivery: Suggestions for Securing the eCitizen Services in Kenya. East African Journal of Information Technology, 7(1), 81-91. https://doi.org/10.37284/eajit.7.1.1757