Information and communication technologies for knowledge management processes in the public sector in Kenya : a case study of the State Department of Infrastructure

Abstract

Information and Communication Technologies (ICTs) are considered facilitators of knowledge management processes in organizations. This study investigated ICTs for knowledge management processes at the State Department of Infrastructure in Kenya. The study’s objectives were to: establish the level of knowledge management awareness, find out knowledge management processes, identify types of ICTs used for knowledge management processes, and identify challenges experienced by State Department of Infrastructure in the use of ICTs for knowledge management processes. The study findings were determined after applying a qualitative research approach and a case study research design. A purposive sampling technique was used to select 21 participants who were heads of sections at the State Department of Infrastructure in Kenya. Data were collected through semi-structured interviews, analyzed and interpreted thematically according to the objectives of the study.

Findings of the study revealed that most participants were aware of the meanings of the concepts of knowledge and knowledge management, types of knowledge and importance of knowledge management in the department. Knowledge management processes in the State Department of Infrastructure entail knowledge creation, codification, retention, sharing and storage. ICTs mostly used for knowledge management processes in the department include: emails, mobile phones, desktop computers, computer servers, and flash disks. The department is faced with the challenges of lack of knowledge management strategies, policies and adequate staff awareness on the use of ICTs for knowledge management processes. In conclusion, the State Department of Infrastructure has a functional ICT infrastructure. However, the department is not using ICTs provided by this study’s Web 2.0 driven SECI model for knowledge management processes such as blogs, wikis, LinkedIn, Facebook, and Twitter.

The study therefore proposes that the State Department of Infrastructure should increase its use of Web 2.0 technologies, collaborative content systems and e-learning technologies. The department should also digitize its records; automate its library services; set up intranet, and adopt a centralized knowledge-based system. Further, Public Service Commission of Kenya should formulate a knowledge management strategy and policy to guide on the use of ICTs for knowledge management processes. This strategy and policy can then be cascaded to public sector organizations such as the State Department of Infrastructure.