As the 21st Century technology wave improves business efficiency and service delivery in the private sector, Government is not be left behind. Through advanced technological processes such as intelligent process automation, advanced analytics and AI, modes of interaction between the citizen and government are rapidly changing, with increased opportunities for quality, efficient and reliable public service delivery. Simply stated, by leveraging on technology, governments’ world over have an opportunity to develop, improve and maximise on citizen-centric service delivery.
Closer to home, it must be noted as a point of pride that Kenya has consistently set herself as a technological trendsetter in the Sub-Saharan region and Africa at large. Particularly, governmental services have increasingly been automated allowing for the delivery of government information and services to citizens ‘anywhere, anytime’. With the advent of online e-government services such as e-Citizen and iTax, Kenya is arguably at the forefront of e-service delivery in Sub-Saharan Africa.