CHALLENGES IN THE IMPLEMENTATION OF THE BUSINESS AUTOMATION PROJECT AT KENYA REVENUE AUTHORITY (KRA) A CASE OF KENYA REVENUE AUTHORITY
Keywords:
organization related challenges, environment related challenges, problemsAbstract
Purpose:The purpose of this study was to determine the challenges encountered by KRA in implementation of business automation.
Methodology:The research design was descriptive in nature and stratified random sampling technique was used to sample forty (40) respondents from a population of one hundred and fifty seven (157) staff working at KRA in the Information Communication and Technology department (ICT). The staff included both management and non-management staff. The study used both primary and secondary data. Primary data was collected using self administered questionnaires while secondary data sources comprised of internal memos, strategic plans, project plans and documentation relating to Business Automation activities. The data was then tabulated and weighted to determine key challenges and responses.
The study used quantitative and qualitative methods of data analysis. Statistical Package for Social Sciences (SPSS) version 20 program was used for analysis. The results were presented using tables and pie charts. Similarly, qualitative data was summarized and categorized according to common themes and presented in continuous prose form.
Results: The study concluded that organizational related challenges hindered implementation of business automation at KRA.The study also concluded that environmental related challenges hindered implementation of business automation at KRA. Further, the study concluded that better mitigation strategies enhance effective implementation of business automation projects in KRA
Unique contribution to theory, practice and policy: The study recommends that KRA should deal effectively with the challenges highlighted above and implement their mitigation strategies.
Downloads
References
Aliet, J. (2008).Responses by Kenya Revenue Authority (KRA) to the challenges in the implementation of the customs' reforms and modernization (CRM),Unpublished MBA Project, University of Nairobi
Anyanzwa, J. &Owino, A.(2011). More Kenyans Using Mobile Phones to Transact Business.The Standard Newspaper January 22nd2014.
Babbie, E. (2004). The Practice of Social Research. 8th Edition Belmont Californi,USA: Wadsworth Publishing Company
Barbone, L., De Wulf, L., Das-Gupta, A., Hanson, A. (2001).Word Bank Projects in the 1990s with Tax or Customs Administration Reform Components: A Review. World Bank, Washington, D.C. Tax Policy and Administration Thematic Group.
Bett, C. (2012).Challenges of managing strategic change in the implementation of business automation program at Kenya revenue authority, Unpublished Thesis, University of Nairobi
Brown, A. B., &Hellerstein, J. L. (2005). Reducing the cost of it operations-is automation always the answer?.In HotOS.
Burns, A. & Groove, B. (2003).The Practice of Nursing Research: Conduct, critique & utilization. 4th edition. W. B. Saunders Company
Card, S. (2003). The psychology of human-computer inter- action. Hillsdale, NJ: Lawrence Erlbaum.
Challenge.2015. InMerriam-Webster.com.Retrieved March 17, 2015, from http://www.merriam-webster.com/dictionary/challenge
Cirillo, D. J. (2003).Coping with causes of stress in the automated workplace.ManagementRmuiew, 72, 25-28, 38-39.
Cooper, D.R. and Schindler, P.S. (2000), Business Research methods, seventh edition, New York: Irwin/ McGraw-Hill.
cVidya Networks, (2013). MTN - Working hand in hand with cVidya ensuring cost reductions and operational excellence.MTN South AfricaManaged Services Case Study
De Wulf, L.&McLinden, G. (2005). The Role of Information Technology in Customs Modernization, in Customs Modernization Handbook, World Bank, Washington, D.C.
Dragota, V. &Mirtica.E. (2006). Emergent capital markets' efficiency: the case of Romania. European Journal of Operational Research. 155: 353-360
Duncan, W. (1996).A guide to the project management body of knowledge, Retrieved from http://www.softwareresearch.net/fileadmin/src/docs/teaching/SS05/PM/PMBOKINTRO.PDF
EAC Report (2010). Electronic Commerce and Development Report 2003: Domain Name System and Issues for Developing Countries
Eberhardt, A., Gausmann, O. &Albani, A. (2006).Case Study - Automating Direct Banking Customer Service Processes with Service OrientedArchitecture.In: Meersmann, R.; Tari, Z.; Herrero, P. (Hrsg.): On the Move to Meaningful Internet Systems 2006: OTM 2006 Workshops.Lecture Notes in Computer Science (LNCS 4277), Montpellier, France, October/November 2006, Proceedings, Part I, pp. 763-779
Evans, P. &Annuziata, M. (2012).Industrial Internet: Pushing the Boundaries of Minds and Machines, Imagination at Work
Ewusi-Mensah, K. (1997). Critical issues in abandoned information systems development projects.Communications of the ACM, Volume 40, Number 9, 74-80.
Feagin, J., Orum, A.&Sjoberg, G. (Eds.) (1991). A Case for Case Study. Chapel Hill, NC: University of North Carolina Press.
Gakii, R. (2010).Challenges of strategy implementation in public sector reforms in Kenya: a case study of Kenya Revenue Authority, Unpublished MBA Project, University of Nairobi
Ganus, S. S. (2005). Office computers: Managing the human impact. Journal of lnformation Image Management, 18(2/3), 26-31.
Gardner, E., et al. (2005). Human-oriented implementation cures "cyberphobia." Data Management, 23, 29-46.
Hammer, M., &Champy, J. (1993). Reengineering the Corporation: A Manifesto forBusiness Revolution, Harper Business.
Hucyzynski, A. & Buchanan, D.(2001).Organizational Behaviour (4th edition). FT/Prentice Hall: Harlow
Husaina, S. & Ansari, M. (2009).Library automation software packages in India: A study of the cataloguingmodules of Alice for Windows, Libsys and Virtua, Annals of Library and Information Studies 54, pp. 146-151
Jagodzinski,A.P. (2005).The interaction between electronic storage systems and their users.InN.Fjallbrant (Ed.),Thefuture of information resources for science andtechnology and the role of libraries (proceedings of the1lth meeting of IATUL) (pp.133-37).Goteburg, Sweden: Chalmers University of Technology.
Javadi, M. &Safari, H. (2013).Office AutomationEffect on PerformanceUsing Balanced Scorecard approachCase Study: Esfahan Education Organizations and Schools, International Journal of Academic Research in Business and Social Sciences, 3, (9)
Kanter, R. M., Stein, B.A. &Jick, T.D. (1992).The Challenge of Organizational Change,. Free Press, New York, USA.
Kazemi, M. (2010).Considering inter organizational Entrepreneurship using Stevenson model. The first international conference of entrepreneurship and innovation management, in Persian
Kenya Revenue Authority, Operations Report. (2008).
Kenya Revenue Authority, Operations Report. (2013/2015).
Kiggundu, M.N., (2006). Limitations to the application of sociotechnical systems in developing countries.The Journal of Applied Behavioral Science 22 (3), 341-353.
Kimber, R.T. (2004). Automation in libraries.oxford: pergamon press.
Kiplagat, K. (2008).Challenges of strategy implementation at Kenya Revenue Authority, Unpublished MBA Project, University of Nairobi.
Kothari, C. (2004). Research Methodology: Methods & Techniques, 2nd edition. New age International Publishers, New Delhi, India
Kotter, JB. (1996).Leading Change. Harvard Business School Press: Boston, MA, USA.
Lane, M (2008). Customs Modernization and the International Trade Superhighway. Westport, USA.
Larsen, H.H., O'Driscoll, M.P., Humphries, M., (2001).Technological innovation and the development of managerial competencies.
Leppanen, A,,et al. (2006). Effects of computerization on job demands and stress: The cor- respondence of subjective and objective data. In F. Klix& H. Wandke (Eds.), Proceedings of the first network seminar of the lnternational Union of Psychological Science on man-computer interaction research (pp. 351 -356). New York: North Holland.
Lesley, P. (2007). Managing Change: Learning Made Simple. Elsevier Science.
Lucey, T. (2005).Management information systems, 9th Edition, London.
Lynch, R. (1997). Corporate Strategy.Pittman Publishing, Great Britain.
Mabey, C. &Mayon-White, B. (1993).Managing Change (2nd edition). The Open University/Paul Chapman Publishing: London.
Macky Alison &Gass M. Susan (2005) Second Language Research.Methodology and Design.Lawrence Erlbaum Associates, Publishers. London.
Majchrzak, A. (2008). TOP Modeler: Information, Knowledge, & System Management, (2:1), pp. 95-110
Maurer, R.(2009). Resistance to Change - Why it Matters and What to Do About It? Retrieved September 9, from: http://www.beyondresistance.com/resistance_to_change.htm
McCalman, J. & Paton, R.A. (1992).Change Management: A Guide to Effective Implementation. Paul Chapman Publishing: London.
Mitigate.2015. InMerriam-Webster.com. Retrieved March 17, 2015, from http://www.merriam-webster.com/dictionary/mitigate
Mugenda, O.M., &Mugenda A.G. (2003).Quantitative and Qualitative Approaches (2nded.). Nairobi: Acts Press
Mukhongo, C. (2013).Challenges of implementing the information and Communication technology strategy at the Kenya Revenue authority, Unpublished MBA Project, University of Nairobi
Nereu, F. &Robert, J. (2007).Is Re-engineering Possible in the Public Sector? A Brazilian Case Study,University of Waikato, HamiltonNew Zealand
Njoki, K. (2011).Challenges of implementing strategic change at the Kenya revenue authority,Unpublished MBA Project, University of Nairobi
Odundo, R. (2007). Change Management Practices Adopted by KRA in its Reform and Modernization Program, Unpublished MBA Project, University of Nairobi.
Olsgaard, J. N. (2005). The physiological and managerial impact of automation on libraries.Library Trends 37 (4): 484-494.
Oluwagbemi, O., Abah, J. &Achimugu, P. (2011).The Impact of Information Technology in Nigeria's Banking Industry, Journal of Computer Science and Engineering, 7, (2)
Ortiz, E., Cabello, A. & de Jesús, R. (2007).The role of Mexico's stock market in economic growth.The Journal of Economic Asymmetries 4, 26.
Roessner, J. D. (2005). Forecasting the impact of office automation on clerical employment, 1985-2000. Technological Forecasting and Social Change, 28(3), 203-216.
Rouse, Margaret. (2015). Business Process Automation (BPA). In http://searchcio.techtarget.com Retrieved March 25, 2015, from: - http://searchcio.techtarget.com/definition/business-process-automation
Senge, P. et al. (1999).The Dance of Change: The Challenges of Sustaining Momentum inLearningOrganisations. New York: Doubleday.
Sookdeo, N. (2008). The Challenges Faced by Project Managers in a Dynamic Environment,.
Styles of Change retrieved from: - http://changingminds.org/disciplines/change_management/managing_change/stylechange.htm
The Commonwealth Association of Tax Administrators, (2008).Information Technology- Opportunities and Challenges for Tax Administrations, Background Papers.
Thomas, D. (2005).Poor communication makes UK workers less productive, available at: www.personneltoday.com/articles accessed: May 2005.
Todd, A. (1999). Managing radical change, Journal of Long Range Planning, 32 (2), pp.237-45.
Vision 2030 Secretariat.Kenya Vision 2030: A Globally Competitive and Prosperous Kenya,Vision 2030 Secretariat, Nairobi, 2007.
Wandera, C. (2012).Challenges facing Kenya medical research institute in the implementation of the automation strategy, Unpublished MBA Project, University of Nairobi
Whittington, R. (1993). What is Strategy and does it Matter?Routledge: London.
William, R. (1996). A guide to the project management Body of Knowledge.Automated Graphic Systems, White Plains, Maryland, USA.
World Bank (2005).Customs Modernization Handbook, Washington DC, USA
Downloads
Published
How to Cite
Issue
Section
License
Authors retain copyright and grant the journal right of first publication with the work simultaneously licensed under a Creative Commons Attribution (CC-BY) 4.0 License that allows others to share the work with an acknowledgment of the work's authorship and initial publication in this journal.
