Assessment of Digitising Manual Processes on Service Delivery in Public Service, Focusing on The State Department for Lands and Physical Planning

Abstract

The purpose of this study was to analyse the impact of digitising manual processes on operational efficiency in Kenya's State Department for Lands and Physical Planning, amid varying effectiveness of public service digitisation efforts and concerns over whether anticipated improvements in service delivery and efficiency are being realised. The research employed a qualitative case study design, collecting data through semi-structured interviews with 10 key informants from the department. Thematic analysis was employed in identifying patterns and drawing conclusions from the interview transcripts. Findings indicated that digitisation significantly enhanced operational efficiency by reducing processing times, minimising errors, and improving inter-departmental coordination. Digital services, including online land title registration and payment systems, increased accessibility for citizens, particularly in rural areas. However, the digital divide, exacerbated by limited internet connectivity and low digital literacy in rural regions, hindered equitable access and full adoption of these services. In conclusion, while digitisation has yielded substantial benefits in efficiency and service delivery, persistent challenges related to infrastructure and the digital divide must be addressed. The study recommends prioritising system integration, broadening digital literacy initiatives for citizens, resolving rural connectivity gaps, and providing ongoing staff training to maximise the use of digital tools. Greater investment in digital infrastructure, targeted interventions, and robust policy measures are also essential to narrow the digital divide. Further research is advised on the long-term impact of digital transformation in public services, focusing on accessibility, infrastructure, and integrating emerging technologies for better service delivery.