Authors : Abdifatah Guhad

Volume/Issue : Volume 10 - 2025, Issue 11 - November

Google Scholar : https://tinyurl.com/2s3zr26y

Scribd : https://tinyurl.com/2u6fxst7

DOI : https://doi.org/10.38124/ijisrt/25nov219

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Abstract : This study aimed at investigating the challenges of e-citizen on passport services delivery at the Directorate of Immigration services (DIS) and further determines the influences e-citizen has in the delivery of passport in Kenya. The study had three objectives: To investigate the challenges of e-citizen platform in Kenya; to determine the influence of e- citizen services on passport application process; to examine the role of e-citizen platform on passport services delivery in Kenya. The study was carried out at the Directorate of immigration services, passport control offices and the department of e-citizen services in Kenya. The researcher employed both primary and secondary sources of data. Collection of primary data was through Questionnaire administered by the citizens (applicant) who applied for passport at the passport control office and face to face interview carried out from the staff at passport control office as well as the staff at department of e-citizen services, while secondary data was in terms of journals and records available at the e-citizen platform. Target population involved 24 applicants of passport through e-citizen platform. Data was analyzed quantitatively by use of Microsoft excel and presented using tables, pie chart and graphs. The researcher established that half of the respondents confirmed that e-citizen is indeed helpful in their application of passport whereas the other half of the respondents agreed that e-citizen is not helpful at all based on its many shortcomings and challenges that need to be addressed. Regarding the challenges, majority of the respondents have the fear of their information safety and data privacy since they rely on third party (cyber café) in their application process. Moreover, some other bigger percentage confirmed that the e-citizen portal is not user friendly and is too complex to interact with. Additionally, there are other percentages of the respondents who agreed that their ICT skills are not good enough to make them interact with the portal hence they rely on third party (cyber café) for application. Moreover, a good number suggested that they do not have computer device on their own which made them to rely on third party (cyber café). Others appreciated and praised the existence of the online portal which allowed data base sharing between the user and the government offices as it also improved record keeping. To address these challenges, the researcher proposes the government to establish a counter at the Huduma centers and as well as organize sensitization program to curb the fear of information safety and data privacy; the government also to provide subsidized electronic devices and internet for the people. However, the study could not be generalized since e-citizen services is an umbrella for many other government services, therefore the researcher proposes for further studies on the use of e-citizen services through different methodology and context.

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