https://edinburgjournals.org/journals/index.php/journal-of-public-policy <p><span style="font-weight: 400;">Journal of Public Policy and Governance is an open access Journal. It is published by EdinBurg Journals &amp; Books. It hosts papers in the fields of Public policies both international and local and Governance including Politics. It is reviewed by the </span><strong>EdinBurg Editorial Board</strong><span style="font-weight: 400;">. </span></p> <p><span style="font-weight: 400;">This journal has been globally indexed and with papers from all over the world.</span></p> <p><strong>Online ISSN: 2788-8509</strong></p> <h3><strong>DOI prefix: 10.70619</strong></h3> <h3>Submission Email: <a href="mailto:manuscripts@edinburgjournals.org">manuscripts@edinburgjournals.org</a></h3> <h3>Online Submission: <a href="https://edinburgjournals.org/online-submissions/">https://edinburgjournals.org/online-submissions/</a></h3> EdinBurg Journals & Books Publishers en-US Journal of Public Policy and Governance 2788-8509 https://edinburgjournals.org/journals/index.php/journal-of-public-policy/article/view/411 <p><strong>Purpose:</strong> This study examined the influence of Online Tax Services on service delivery at the Kenya Revenue Authority (KRA) Nakuru Station.</p> <p><strong>Methods:</strong> Utilizing a descriptive case study research design, the study targeted a population of 504 staff and customers at the station. A sample size of 287 was derived using Yamane’s (1967) formula.</p> <p><strong>Results:</strong> The findings reveal a moderate positive correlation (Pearson correlation coefficient of 0.538) between Online Tax Services and service delivery, indicating that improvements in the availability and functionality of these services are associated with better service delivery outcomes. Regression analysis further confirms that Online Tax Services significantly impact service delivery, with an unstandardized coefficient of 0.317 and a standardized coefficient of 0.271. This suggests that enhancing these services results in a moderate improvement in service delivery. Respondents also noted the benefits of reduced processing times, increased accuracy of tax assessments, and improved taxpayer compliance. However, concerns about staff training and readiness indicate a need for further capacity-building efforts to fully optimize the benefits of digitization.</p> <p><strong>Conclusion:</strong> The study concludes that while Online Tax Services positively influence service delivery, additional focus on staff engagement and system reliability is essential for sustained improvements.</p> Joel Sikirio Kwemei Dr. Weldon Kibet Ng’eno Copyright (c) 2024 Joel Sikirio Kwemei, Dr. Weldon Kibet Ng’eno https://creativecommons.org/licenses/by-nc-nd/4.0 2024-12-04 2024-12-04 4 3 1 14 10.70619/vol4iss3pp1-14