The Moderating Effect of Change Management Adoption on Senior Management Support and Customer Service Delivery for IT Projects in the Public Sector

Fredrick Bitta; Robert Oboko; Christopher Chepken

doi:10.31686/ijier.vol13.iss2.4265

Authors

Fredrick Bitta University of Nairobi Author https://orcid.org/0000-0003-3727-0672
Prof. Robert Oboko University of Nairobi Author
Prof. Christopher Chepken University of Nairobi Author

DOI:

https://doi.org/10.31686/ijier.vol13.iss2.4265

Keywords:

Moderating effect, Senior management support, Change management adoption, Customer service delivery, IT benefits

Abstract

Implementation of IT projects in the public sector continues to face significant challenges primarily due to lack of senior management support and resistance to change (Ahmed & Lodhi, 2022). Due to the limited research in this domain coupled with the high failure rates of public sector IT projects, the discussion still continues on the impact of senior management support on the successful implementation of IT projects (Ahmed et al., 2021). This research therefore sought to examine the relationship between senior management support for major IT projects, change management adoption and the benefits realized from the IT project in form customer service delivery within the public sector in Kenya. The research adopted a quantitative research methodology. Primary data was collected from 309 public organization in Kenya and analyzed. The Pearson's bi-variate correlation results revealed that senior management support and customer service delivery had a significantly moderate correlation. Additionally, change management and customer service delivery after an IT project implementation had a significant, strong positive correlation. Furthermore, there was a statistically significant positive correlation between senior management support and change management adoption. The regression results revealed that change management moderated the effect of senior management support on customer service delivery as a realized benefit from IT investments. These results were consistent with findings from related previous work done by researchers. The research also found the moderating effect of change management adoption on senior management support with the resultant improvement in service delivery to the public. Arising from these therefore, most public sector organizations (96.7%) having been identified as public service driven stood to benefit immensely from these research findings through incorporation of senior management and change management practices in all IT project implementations within the public sector. This research therefore recommends the adoption and practice of change management policies in all public organizations to enable realization of benefits from IT enabled investments. In addition, the research recommends consistent senior management and board level support for all IT projects in the public sector.

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Author Biographies

Fredrick Bitta, University of Nairobi

Department of Computing and Informatics
Prof. Robert Oboko, University of Nairobi

Robert Oboko is an Associate Professor of Computer Science at The University of Nairobi, Department of Computing and Informatics. He specializes in ICT for Education research and practice, in particular, the use of Adaptive user interfaces with leaner modelling, machine learning and adaptive web-based learning interfaces to scaffold learners. He works with students at all levels to do research on use of AI in areas other than education such as agriculture and health. He does research in ICT for development. He holds a PhD in Computer Science from University of Nairobi, Master of science from Free University of Brussels, MA in Development studies from University of Nairobi and Bachelor of Education (Mathematics) from Kenyatta University.
Prof. Christopher Chepken, University of Nairobi

Christopher Chepken is an Associate Professor of Computer Science at The University of Nairobi, Department of Computing and Informatics. Having done ICT4D/ICTD research and consultancy in urban commuting challenges-telecommuting, education, health, agriculture and business process outsourcing, He has gained considerable experience in carrying out ICT and development related initiatives. He has experience both as a practitioner and as a researcher from East and Southern African countries. He holds a PhD in Computer Science from University of Cape Town, MSc in Applied Computer Science from University of Nairobi and a BSc Degree in Computer Science from University of Nairobi.

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