DIGITAL METAMORPHOSIS

UNRAVELING THE TRANSFORMATIVE IMPACT OF DIGITIZATION ON THE EMPLOYMENT LANDSCAPE IN KISUMU COUNTY, KENYA

Abstract

This study explores the impact of digitalization on employment content within the public service, with a focus on Kisumu County, Kenya. The global trend of integrating digital tools and systems into public services has reshaped job profiles, work environments, and employment relations. Kisumu County provides an interesting case study, representing a devolved government unit at the forefront of adopting digital technologies. Digitalization of public services is a global phenomenon, reaching 176 countries by 2018. However, a significant digital divide persists, mainly affecting less developed countries due to unequal access to information technology and low digital literacy. The study sought to investigate the effects of digitalization on the employment environment in Kisumu County. The study concentrates on three key aspects: employment content, interpersonal relationships at the workplace, and interactions of public servants with service recipients. Conducted in Kisumu County, the study applied a mixed-method approach with 384 participants. Data collection methods include questionnaires, focus group discussions, and key informant interviews. The analysis comprises SPSS for quantitative data and thematic analysis for qualitative insights. Findings reveal a varied utilization of digital platforms across departments, with finance-related and administrative tasks demonstrating higher integration. However, manual processes persist in revenue collection, especially in the field. Respondents acknowledge the advantages of digitization, such as efficiency gains, but highlight challenges like system drops, power outages, and inadequate user training. While Kisumu County showcases significant digitalization in specific areas, there's a need for a more inclusive approach. The study recommends spreading digitization across all service sectors, implementing comprehensive training programs, ensuring access to digital tools, and investing strategically in digitization enablers. The study recommends that the Kisumu County government should expand digitization efforts across all service delivery sectors; implement targeted training programs to equip government employees with essential digital skills; ensure access to digitization enablers, such as data plans for all employees, and invest in power backup systems to enhance service continuity during power failures.