STRATEGIC REVENUE COLLECTION AUTOMATION AND REVENUE GROWTH IN NAIROBI CITY COUNTY
Abstract
Purpose of the Study: This study examined how revenue collection automation influences revenue performance within Nairobi City County Government.
Problem Statement: Despite major investments in digital systems, Nairobi City County still faces revenue gaps due to fragmented platforms, low ICT capacity, limited taxpayer trust, and weak infrastructure that hinder effective automation.
Research Methodology: The study adopted a descriptive research design targeting 1,639 revenue staff from various sub-counties. Stratified random sampling was used to select a representative sample. Data was collected using structured questionnaires and analyzed using descriptive statistics, correlation analysis, and multiple regression modelling. The findings were presented using tables and figures for clarity and interpretation.
Findings: The study found a positive and statistically significant relationship between the major automation component system integration, ICT competency, taxpayer awareness, and infrastructure adequacy and revenue growth in Nairobi County. Automation was shown to enhance compliance, reduce leakages, and support more efficient revenue administration when supported by adequate human and technological capacity.
Conclusion: The study concludes that revenue automation can significantly strengthen revenue performance when supported by proper system integration, continuous staff training, strong infrastructure, and high levels of user acceptance.
Recommendations: The study recommends comprehensive policy reforms focusing on end-to-end system interoperability, staff capacity development, taxpayer digital literacy programs, and sustained investment in ICT infrastructure. Enhancing user acceptance and adoption is also essential to maximize the benefits of revenue automation.
Keywords: Automation, revenue performance, system integration, ICT competency, taxpayer compliance, infrastructure adequacy
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