Assessing Digital Governance Initiatives and Equitable, Inclusive Service Delivery in Kenya: A Case of Kisumu, Busia and Kakamega Counties

Abstract

This study evaluates digital governance initiatives and equitable and inclusive service delivery within the Kenyan context with a focus on Kisumu, Busia, and Kakamega counties. The study employs a convergent parallel mixed-methods design, and triangulates data from two complementary sources: (i) citizen surveys, (ii) semi-structured interviews with key county officials. Surveys with citizens across the three counties capture patterns of awareness, usage, and satisfaction with digital government services. On the other hand, Key Informant Interviews (KIIs) with county officials provide insider perspectives on policy implementation, operational challenges, and capacity issues. Survey data is analysed using descriptive statistics, while interview data is subjected to thematic analysis, with findings integrated through triangulation. The findings establish that in these counties, citizens perceive digital governance initiatives as contributing to enhanced efficiency of service delivery through shorter service processing times, greater transparency in service processes, and reduced reliance on physical visits. However, substantial inequalities persist in access and utilisation. In other words, digital governance visibility is outpacing digital inclusion, a trend associated with poor digital infrastructure, lack of digital affordability, digital literacy gaps, technological complexity, and social and demographic inequalities across the counties. The study concludes that for digital governance to be truly inclusive, targeted investments in digital infrastructure, affordable connectivity, digital literacy, user-centred platform design, and citizen awareness initiatives are required at the county-level.