Problems Encountered in Access and Use of E-Government Services in Kenya: Case of Huduma Postal City Square in Nairobi

Problems Encountered in Access and Use of E-Government Services in Kenya: Case of Huduma Postal City Square in Nairobi


  • Elizabeth Wangari Mwangi Amref International University
  • Dr. Grace Irura University of Nairobi
  • Dr. Elisha Ondieki Makori


E-government, Huduma centres, Citizens, Challenges, Kenya


Governments throughout the globe are increasingly relying on digital technology to improve their day-to-day operations, dissemination of information, decision-making, and provision of services, citizen engagement, and joint problem-solving on matters of public policy. However due to the technological differences, many developing countries lack the infrastructural platform required for the deployment of electronic governance. The study sought to determine the problems encountered in access and use of e-government services at Huduma postal city square in Nairobi. This study used descriptive research method to gather qualitative and quantitative data. Nairobi's Huduma Posta City Square served as the site for the study. The target population for this study includes the individuals who access and use digital public services at Huduma Centres and via e-citizen information centres provided by the government. The key human persons or staff members who were questioned for this study were selected using a systematic method of selection known as purposeful sampling. The study's sample size consisted of 278 people inclusive of 20 employees selected at random; both structured and unstructured questionnaires were used in the research. The interview guide was also used to obtain qualitative data by the researcher. The study revealed that many people have trouble gaining access to and using the government's electronic services at Huduma Centers. These problems are related to privacy, connectivity, lack of public awareness and poor internet speed. The research recommends that electronic data privacy in Kenya should be protected by means of digital signatures; the government should increase investment on ICT support infrastructure and that the county government should facilitate the rapid development, evaluation, and approval of new laws.