Abstract:
This paper examined the effect of ICT applications and their frequency of usage on customer
service delivery in Machakos County Government (MCG). The ICT applications included
Mobile Point of Sale (M-POS) for revenue and parking fees collection, CCTV security
surveillance system in different sub-counties within Machakos County and the Help Desk
System. Self-administered questionnaires and interviews were used to collect primary data
from 57 employees of MCG and 100 service seekers (traders and vehicle owners who pay
parking fees). The research study established that there exists a strong positive relationship
between ICT applications and their usage (r = 0.795, P = 0.000) and customer service
delivery. The paper recommends that county governments fully adopt ICTs by allocating
funds and goodwill towards the development and maintenance of ICT system applications.