Constraints Hampering the Performance of Information Communication Technology Service Projects

Authors

DOI:

https://doi.org/10.70759/868mfa28

Keywords:

Constraints, Information and Communication Technology, Projects, Management

Abstract

Rationale of Study – Information and Communication Technology (ICT) service organisations offer advanced business services and products to their customers and users through complex, innovative, and tailored programs and projects. Even with the strategic importance and trust placed in implementing these ICT service projects, organisations are facing an exorbitantly high percentage of ICT service project failures. This research focused on determining the impediments to the performance of ICT service projects in organisations.

Methodology – The target population comprised 65 of Kenya Power's technical project team members. Due to the small size of the population, a census sampling method was adopted. A questionnaire was used in data collection. The reliability of the questionnaire was determined using McDonald's omega statistic coefficient. The collected data was analysed using descriptive statistics methods of mean and standard deviation, and inferential statistics methods of correlation and regression analysis. 

Findings – The study's results were presented through statistical narratives and tables. The results confirmed that most respondents believed that technological, leadership, environmental and other issues influenced the success of ICT service projects in organisations. The study concludes that constraints are inevitable in any business environment supported by ICT services, and no organisation can thrive without them. As such, it is the responsibility of the organisational management to address them accordingly for the success of their ICT service projects.

Implications – This research shall enhance ICT service projects' policies and enlighten the leadership of organisations and other stakeholders when making informed decisions on improving ICT service projects' success.

Originality – This research is pertinent to Kenya Power Company and its stakeholders, policymakers, practitioners and theorists. The researcher recommends further research to establish other impediments not covered in this study that may affect project performance.

Author Biographies

  • Nivah Nakhungu Makanda

    Nivah N. Makanda holds a B.Sc. in Information Technology and is finalising her Master’s thesis in Information Systems. She is a Project Management and DevOps consultant, with certifications in ITIL V4, PRINCE2 Agile and DevOps. She has lectured at the Catholic University of Eastern Africa and JKUAT. Nivah consults locally and internationally in IT service management, data analytics (Power BI, Excel), and agile project management. She has worked with numerous institutions and corporate clients, including Uganda Airlines, CFAO, CBK, UNDP, and KPLC. Her expertise spans ICT strategy, sustainability, and Agile practices in VUCA environments, aligning with the UN Sustainable Development Goals.

  • Ruth Chweya, Kisii University

    Dr. Ruth Kwamboka Chweya holds BSc and MSc degrees in Computer Science from JKUAT. She earned her PhD in Computer Science from Universiti Teknologi Malaysia in 2021. She is a lecturer in Computing Sciences at Kisii University, Kenya, and has over 13 years of experience in academia. Her research interests are in Information Systems, the IoT, Big Data Analytics, and E-Learning. she is serving as the Chair of the Department of Computing Sciences. Her research has been published in several peer-reviewed journals. She has played a pivotal role in shaping the future of computing through mentorship, research, and curriculum development.

  • James Ogalo, Kisii University

    Dr. James Ochieng Ogalo holds a BSc in Computer Science, an MSc in Business Management Information Systems, and a PhD in Information Technology Management. He lectures in Computing Sciences at Kisii University and has taught at Maseno and Jaramogi Oginga Odinga Universities. His research focuses on emerging computing technologies, with interests in information systems, system design, computer security, and human-computer interaction. He has published extensively and presented at conferences. As Postgraduate Coordinator at Kisii University’s School of Information Science and Technology, he oversees examination processes, curriculum implementation, and coordinates the board of examiners for postgraduate studies.

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Published

15-06-2025

Issue

Vol. 10 No. 1 (2025)

Section

Research Articles

License

Copyright (c) 2025 Nivah Nakhungu Makanda, Ruth Chweya, James Ogalo (Author)

Creative Commons License

This work is licensed under a Creative Commons Attribution 4.0 International License.

How to Cite

Constraints Hampering the Performance of Information Communication Technology Service Projects. (2025). Regional Journal of Information and Knowledge Management, 10(1), 77-97. https://doi.org/10.70759/868mfa28

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