Abstract:
The users of the Integrated Financial Management Information System in public organizations have been experiencing various challenges in service delivery.This is contrary to the expectations that the system would enhance efficiency and effectiveness in government financial processes and service delivery. While empirical studies exist in the Kenyan literature on the adoption and implementation of IFMIS in governments, the focus has been largely on factors affecting its implementation, leaving experiences in its implementation largely unexplored. None has particularly, to the best of the researcher’s knowledge, explored challenges in the implementation of IFMIS, as perceived and experienced by users in service delivery. This study therefore sought to address the identified gap by assessing the challenges faced by the users of IFMIS in service delivery in the government of Kenya. More specifically, to examine the effect of IFMIS user training on service delivery at the National Treasury, Kenya, determine the impact of IFMIS implementation on service delivery at the National Treasury, Kenya,establish the effect of authorization through the IFMIS on service delivery at the National Treasury, Kenya and to isolate the challenges facing the users of IFMIS and suggest interventions to address them.The researcher adopted a case study design using quantitative and qualitative (mixed method) approach to collect data. The study targeted a population of 1,539 officers who were purposively selected from the IFMIS user departments at the headquarters. A sample of 94 respondents was selected from the target population using the Yamane formula. Stratified random sampling technique was then used to draw respondents from specific departments.Quantitative data was collected through structured questionnaires while interview schedules were used to collect qualitative data. Data collected through interviews were first organized into themes, patterns identified and then coded. Content analysis was done to categorize data for classification, summarization. The quantitative data was processed and analyzed through Statistical Package for Social Sciences (SPSS). The findings revealed that IFMIS had to a significant extent been implemented at the National Treasury. The ‘Procure to pay’ module was the most widely used in the organization. The challenges identified in the use of IFMIS ranged from technological, proficiency and technical. The most prevalent technological challenge faced was technophobia.The complexity of the system, resistance to change and bureaucracy in authorization were the most prevalent technical challenges while lack of training was the most prevalent proficiency related challenge. Delays in service delivery concerning the application of IFMIS were attributed to the many levels of IFMIS authorization.This was the major challenge to the users as it contributes to delays in service delivery.The change management had not been done effectively the reason why some modules had not been implemented. The bureaucracy should be minimized, and training programs should be regularly tailor-made to improve user capacity and skills and address any emerging changes in financial management in the country.This would motivate the users to improve service delivery to the public.
