A framework for assessing information systems success in the Kenyan public service

Abstract

The introduction of Information systems within the public service has primarily been concerned with moving away from traditional information monopolies and hierarchies. IS aims at increasing the convenience and accessibility of government services and information to citizens. Providing services to the public through the ISs may lead to faster and more convenient access to government services with fewer errors. It also means that governmental units may realize increased efficiencies, cost reductions, and potentially better customer service. The main objectives of this work are to study and identify the success criteria of Information systems delivery and to propose a comprehensive, multidimensional framework of IS success. To examine the validity of the proposed framework, a sample of IS users will be asked to assess their perspectives towards IS delivery in the selected Ministries. The results found will determine whether the proposed framework is applicable and implementable in the IS assessment; it will also determine whether the proposed framework may assist decision makers and IS system designers to consider different criteria and assessments before committing to a particular choice of Information system.