Kenya ICT Board
Monitoring and Evaluation Survey Results
22ND November 2011
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Agenda
Project Background
 Market Overview (Key Indicators 2010, Kenya IT Market Value (US$M) Forecast 20102015, Kenya IT spend by Vertical segments)
 ICT Ecosystem Overview - Vendor Survey (market Structure, challenges, opportunities,
Vendors performance, outlook)
 International Benchmarking
 ICT Skills Survey Highlights
 Residential Usage and Penetration Highlights
 Business Survey Highlights
 Recommendations
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Project Background
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3
Background
Survey Objectives
Survey Highlights
 Understanding the Kenyan ICT
Ecosystem and trends in the
market.
 Aims to provide ground-breaking primary research that
encompasses numerous market sub -segments and
different stakeholders
 Sizing the ICT Market and its sub
segments (hardware, software,
services, etc) in Kenya.
 It will leverage on existing secondary market research in
order to consolidate existing discrete market information
 Compiling a baseline of key ICT
KPIs
 Benchmarking key Kenya ICT
indicators against six countries
 Understanding the ICT Skills
availability, demand and gaps
 It will have a repeat cycle to gauge the progress and
impact of KICTB and other stakeholders’ initiatives.
 The survey is consultative as well – where multiple
stakeholders are both respondents (i.e. What are your
issues?) and also beneficiaries (i.e. What to do?)
 Timely – to augment development of existing KICTB
projects – Pasha centres (rural access) , Tandaa (digital
content), Wezesha (asset financing) as well as other
government ICT initiatives
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Kenya ICT Market Overview
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5
Market Overview
Kenya ICT Market Key Indicators
Volume of international traffic (Mbps)
20,209.56 Mbps
International Internet bandwidth, Mbps per 10,000 population
4.2
Number of Computers per 100 inhabitants
2.4
% of households with a personal computer
6.3%
Total number of Internet Subscriptions
4,716,977
Total number of internet users
10,199,836
% of population with Internet Access
25.9%
Internet subscribers as % of total population
11.5%
Total number of main fixed lines (fixed lines plus fixed wireless)
380,748
Total number of mobile subscriptions
24,968,891
Number of .Ke domain names
18,000.00
% of organizations with a website
90.0%
% of full time employees who use internet for work at least once a week
52.14%
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6
Market Overview
ICT Spending by Technology Areas
Kenya ICT market size 2010 & forecast to 2015
$1,800
$1,600
$1,400
Axis Title
$1,200
$1,000
$800
$600
$400
$200
$0
Services total
Packaged software total
Hardware total
2010
91.20
69.12
586.40
2011
107.65
80.06
681.01
2012
130.04
88.91
829.25
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2013
153.52
101.72
955.94
2014
180.00
116.92
1,078.92
2015
209.04
132.40
1,192.11
7
Market Overview
Spending by Vertical Sectors
Transport
3%
Utilities
4%
Wholesale
2%
Agriculture,
Construction, and
Mining
3%
Financial
13%
Retail
4%
Process
Manufacturing
7%
Business Services
3%
Other
4%
Healthcare
2%
Government
15%
Communications
20%
Education
3%
Discrete
Manufacturing
2%
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Consumer
15%
8
Kenya ICT Ecosystem
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9
Kenya ICT Ecosystem
Structure
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10
Kenya ICT Ecosystem
Highlights 1/2
There are an estimated 20-30 vendors present in the market most of whom rely
on a small pool of major distributors and Tier 1 Value Added Resellers (VARs) and
Dealers who combined account for the bulk of ICT Business in Kenya estimated at
nearly 50-60%.
On average PC and Printer vendors each have between three to four distributors
and at least six other partners (dealers and systems integrators) each at different
market levels.
At the lower part of the pyramid are Tier 2 VARs and dealers, estimated to
number more than 100 players and whose focus is part of the SME segment, the
SMME and home user segment. These are players who typically do not have a
country wide presence and would largely be found operating at a provincial level or
even a national level (where SMEs have such a presence to require nationwide
services) but at a smaller scale nonetheless.
These Tier 2 firms are mostly Kenyan owned companies serving other Kenyan
owned businesses and occasionally securing parts of relatively good contracts in
the government and education segments, where procurement of goods or services
may require a local player.
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11
Kenya ICT Ecosystem
Highlights 2/2
The Tier I players largely comprise companies with both a national and regional
presence, and in most instances are majority foreign owned companies spinning off
regional offices in South Africa, UAE, India among other countries.
Owing to having a good foothold in their parent regions, coupled with access to
industry best practices, fairly solid skills bases and access to capital, such
companies have been able to target the market segment that includes multinational
companies (MNCs), large enterprises and government, where such credentials bear
heavily on decision making at this level.
Vendor competition on channel partnerships has intensified with main distributors
being sought after by other vendors to leverage on their reseller network. Thus
multiple brand handling by the channels is the norm even for channel partners who
were "loyal" to certain vendors.
The channel is maturing fast with thinning out of grey shipments.
Telcos and telco channels are now selling PCs.
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12
Kenya ICT Ecosystem
Highlights 2/2
Vendors are keen on setting up offices in Kenya to serve the East and Central
Africa region.
Vendors with a local presence enhance the brand image significantly as well as
improve logistical support and increased marketing campaigns.
With more vendors setting up locally, the market has seen an increase in both the
number of channel partners.
Government initiatives including infrastructure development, regulatory reforms
(licencing frameworks), investment in public access centres, e-government projects,
content creation, device subsidies, have all had a very positive effect in transforming
the market, stimulating investment, ICT uptake and bolstering confidence in the
overall ICT market.
Thus vendors have registered positive growth over the last three years of between
15-15% in business and with some posting growth in headcount of between 2550%
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13
Kenya ICT Ecosystem
Kenya as a regional Hub
•Kenya is without doubt the regional hub for
most vendors with a regional reach spanning
between three to six countries on average for
vendors.
•Aside from being a hub, it is also a stepping
stone for these vendors to set up operations in
neighbouring countries but still maintaining
somewhat centralized marketing, inventory
and support functions at regional levels.
Among the countries
Kenya based vendors
have reach into from
their Kenyan hub
include:
Uganda, Tanzania,
Rwanda, Burundi,
Ethiopia and Southern
Sudan.
•Inherent in this structure are various
opportunities including training, skills transfer,
overall higher employment, technology
leadership and increased investment.
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14
Kenya ICT Ecosystem
Challenges faced
Challenges
Currency fluctuation affecting imports
Overall low purchasing power especially in 2011 with high inflation putting
pressure on disposable income.
Taxation on consumable products and unclear taxation framework to define
various ICT imports.
Product/Service quality perception vis a vis other competing products/services in
the market (e.g. pro-West stance or pro-more established brands)
Lengthy customs procedures - demurrage costs passed on to users therefore
higher prices.
Sourcing highly qualified talent.
Doing business with the government – procurement laws.
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15
Market Opportunities
Skills development.
Further infrastructure investment mainly last mile access and quality of existing
networks is crucial for more pervasive adoption.
Reform tax environment to attract ICT investors.
Addressing the problem of counterfeit products (consumables, devices) , with
support of relevant government departments (in terms of scrutiny, enforcement
and standards). The success experienced by counterfeiters illustrates there is
good demand for products.
Skills gaps are opportunities where channel partners can intervene themselves
rather than leave it up to vendors to acquire and maintain the skills. Channel
partners can develop their own existing staff to meet some of these positions and
leave the vendor to have a basic presence - a sort of shift down the tier and in line
with the earlier stated objective to deepen intimacy with customers and strengthen
the channel.
Overall growth in the IT market will continue to stimulate growth in other areas.
Enhance the platform for increasing regional reach.
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16
Kenya ICT Ecosystem
Vendors’ Market Outlook
 Investing in specific ICT Skills like mobile applications development and setting up
innovation hubs.
Vendors have deliberate strategies to develop and use more local talent than imported.
Setting up innovation funds at academic levels and for developer groups
Entry of products relevant to the local market and environment (e.g. solar powered
devices)
Increased participation in government driven ICT programmes.
 Watching very keenly on developments with the Konza Digital City with a view to
enhancing presence and regional investment.
Deepen customer relations as more intimacy is needed in the market.
Reforming go to market strategies in line with a changing ecosystem underpinned by
technological and other developments.
Increase presence in the region, headcount and channel partnerships.
Enhance vertical sector and product specializations – skills, products, GTM approach.
 Focus on infrastructure issues and how to address how lack of adequate infrastructure
(power) affects uptake.
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17
Benchmarking Kenya
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18
Benchmarking
Internet Users vs Connections as a % of population
Internet Users vs Connections as a % of population
In more developed
countries the total number of
connections vis a vis the
number of users are evenly
spread
60.0%
In countries like Kenya,
Nigeria and Morocco, there
are lower numbers of
connections but higher
number of users indicating
most connections are shared
connections and largely
comprise business
connections (including
publicly accessible
connections like cyber cafes,
education institutions).
40.0%
50.0%
30.0%
20.0%
10.0%
0.0%
Kenya
RSA
Nigeria
Rwanda
Ukraine
Philipines
Egypt
Morocco
Internet subscribers percentage of total population
Total Internet user penetration
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19
Benchmarking
Total Internet vs Household penetration
Total Internet vs Household penetration
Kenya has a higher internet
penetration vis a vis South Africa
but mainly bolstered by mobile
internet connections though with
a lower proportion of households
connected owing to a declining
fixed network and poor
development of DSL based
services.
Kenya compares much better
than both Nigeria and Rwanda
on both counts
Egypt has a much higher
overall and household internet
penetration with a huge gap
between Kenya of almost 25
percentage points at household
level.
45.0%
40.0%
35.0%
30.0%
25.0%
20.0%
15.0%
10.0%
5.0%
0.0%
Kenya
RSA
Nigeria
Rwanda
Ukraine Philipines
Proportion of households with internet access
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Egypt
Morocco
Total Internet user penetration
20
Benchmarking
Computer Penetration
Computers per 100 inhabitants
9
Kenya has slightly
higher PC penetration
rates than Nigeria and
Rwanda but still very far
behind South Africa and
Morocco, mostly owing to
lower disposable income
than these countries.
8
7
6
5
4
3
2
1
0
Kenya
RSA
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Nigeria
Rwanda
Ukraine Philipines
Egypt
Morocco
21
Benchmarking
Household Internet Access vs Household PC Access
Household Internet Access vs PC
In terms of PC Access at the
household level, Kenya is only
better than Rwanda.
It should be noted that Nigeria
as a manufacturer of PCs (Zinox
brand) that are locally affordable,
accounts for much higher PC
penetration at household levels
but negligible household internet
penetration given infrastructure
issues (submarine cables arrived
way after they did in East Africa)
35.0%
30.0%
25.0%
20.0%
15.0%
10.0%
5.0%
0.0%
Proportion of households with internet access
Proportion of households with a computer
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22
Benchmarking
Business Internet Usage
Business Internet Usage
Morocco
In terms of business usage
of the internet, Kenya is
nearly on par with more
developed countries like
Egypt and Morocco and
slightly ahead of Nigeria
Egypt
Philipines
Ukraine
Rwanda
Nigeria
RSA
Kenya
0
1
2
3
4
5
6
Extent of Business Internet Use - WEF Indicator
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23
Benchmarking
Broadband Access Tariffs
Broadband Access Tariffs
Despite additional
capacity, cost of broadband
is still a factor for business
vis a vis other countries.
Nigeria has recently got a
lot of international bandwidth
but constrained somewhat
by back bone, last mile
access and electricity
challenges.
Landlocked Rwanda
largely relies on bandwidth
from operators in
neighbouring countries.
$120.00
$100.00
$80.00
$60.00
$40.00
$20.00
$0.00
Kenya
RSA
Nigeria
Rwanda
Ukraine Philipines
Egypt
Morocco
Internet Access Tariff - Broadband
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24
IT Skills Survey
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25
IT Skills Survey Highlights
IT Employment by Profession
 Of the total IT employment in Kenya (~27,000
IT Manager / Director
IT professionals in 2010), IT support people
IT Administrator
represent the largest portion (27%), followed
Software Developer
by Applications Systems Analysts and System
Engineers (13% each).
11%
11%
9%
Application Systems Analyst
13%
System Engineer (Computer
Networking/IT)
13%
 The structure of IT professions is slightly
IT Consultant
5%
While the IT management and administration
IT Team Leader
5%
professions prevail in the end-user segment,
IT Project Manager
different for IT companies and end-users.
IT companies employ more IT development-
4%
Web Designer
5%
related professionals.
IT Support (help desk)
27%
0%
5%
Source: IDC IT Skills Model
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10%
15%
20%
25%
30%
IT Skills Survey Highlights
Demand Prediction by Professions
 Roughly 9600 IT professionals are
511
IT Manager / Director
2,814
IT Administrator
3,002
733
expected to be added to the
Software Developer
Kenyan IT workforce.
2,270
1,600
 The demand for individual IT
Application Systems Analyst
3,396
1,078
professions differs by profession.
System Engineer (Computer
Networking/IT)
3,415
983
 Software
Developers
(at
70%
growth) and Project Managers (at
IT Consultant
1,276
675
IT Team Leader
1,370
482
57% growth) are the professions
expected to grow the fastest over
the period 2011-2013.
IT Project Manager 1,051
Web Designer 1,238
IT Support (help desk)
604
666
7,017
0
2010 Employment
Source: IDC IT Skills Model
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2,304
5,000
2011-13 Demand
10,000
IT Skills Survey Highlights
Availability of IT Professionals
IT Manager / Director
 Application
Systems
Software
Developers
Analysts
and
IT
IT Administrator
professions that are least available.
Software Developer
are
the
Approximately 45% of respondents
Application Systems Analyst
reported they are very difficult or
difficult to find.
System Engineer
 On the contrary, IT Support people and
IT Consultant
IT Administrators are much easier to
IT Team Leader
find – only for less than 10% of
IT Project Manager
respondents, they were reported as
Web Designer
very difficult of difficult to find.
IT Support (help desk)
0%
20%
40%
60%
80%
100%
% of Companies
Very Difficult to find
Difficult to find Neither Easy to find
Source: IDC IT Skills Research
N = 158
Source: Business Survey
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Very easy to find
IT Skills Survey Highlights
Demand/Availability Matrix for IT Professions
Difficult
45%
Availability
% of companies reported very difficult or difficult
to find
50%
Consider
Focus
Application Systems
Analyst
40%
Software developer
35%
System Engineer
30%
25%
IT Manager/
Director
20%
IT Consultant
IT Project
Manager
15%
Team Leader
10%
Web Designer
IT Administrator
5%
Monitor
0%
0.00%
IT Support
20.00%
Low
40.00%
Demand
New jobs growth between 2011 and 2013
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60.00%
High
80.00%
IT Skills Survey Highlights
Demand Prediction by IT Skills
Networking skills
Security skills
 The demand for individual IT
professions
differs.
The
most
growing demand will be seen for
IT
Project
Management
2,175
11,997
7,961
SW development skills
5,363
IT Project management skills
4,920
Mobile technology skills
4,920
1,566
1,861
1,788
Skills
(136%) and Software development
skills (135%).
 IT Administration and HW skills
are projected to grow at the lowest
1,308
Database skills
10,154
1,824
Data storage skills
10,007
1,714
Enterprise/business application skills
6,782
1,087
rate – less than 12%.
Internet-related skills
19,294
HW skills
17,783
IT Administration skills
10,836
0
Source: IDC IT Skills Model
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2,359
5,000
1,695
1,290
10,000
2010 Employment
15,000
20,000
2011-13 Demand
25,000
IT Skills Survey Highlights
Availability of IT Skills
Networking skills
 Software
development/deployment
&
Enterprise/business application skills are
least available – for approximately 30% of
Security skills
Software
development/deployment…
IT Project management skills
interviewed organizations, these professions
Mobile technology skills
are very difficult or difficult to find.
Database skills
 Project management, security and mobile
Data storage skills
technology skills were also reported as
Enterprise/business
application skills
Internet-related skills
difficult to find.
HW skills
 Internet-related & Networking skills are
IT Administration skills
available and easy to find.
0%
20%
40%
60%
80%
100%
% of Companies
Very Difficult to find
Source: Business Survey
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Difficult to find
Neither
N = 158
Easy to find
Very easy to find
IT Skills Survey Highlights
Demand/Availability Matrix for IT Skills
Difficult
40%
Availability
% of companies reported very difficult or difficult
to find
45%
Focus
Consider
Software
Development
Enterprise/Business
Applications
35%
30%
Security
25%
20%
IT Project
Management
Databases
15%
HW
IT Adm.
10%
5%
0%
Mobile
Technologies
Data
Storage
Networking
Internet
Monitor
0%
5%
Low
10%
15%
20%
25%
Demand
New jobs growth between 2011 and 2013
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30%
35%
High
40%
IT Skills Survey Highlights
Supply side: Skills lacking in graduates

Skills lacking in graduates: Interviewees were asked about the skills they thought their
graduates were lacking in or particularly strong in, following are the skills plotted
representing an average of the ratings.
Problem
solving
Hardware
skills
Software
skills
LACKING
Project
management
skills

STRONG IN
Skills in graduates
Structured &
Innovative
thinking
Team skills
Software skills and Problem solving skills rated the highest while hardware and project
management skills rated much lower.
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IT Skills Survey Highlights
Demand Side : Skills lacking in graduates

When probed on the types of skills usually
lacking
in
Innovative
graduates,
thinking,
companies
Problem
solving
cited
and
Project management/implementation as the top
three skills that are lacking

Q: What type of skills are the graduates particularly
lacking?
Some of these findings were seconded by the
university interviewees which indicated lower
Problem Solving
39%
Project
Management/Implementation
41%
Innovative thinking
41%
Structured Thinking
33%
ratings on project management/implementation
skills and innovative thinking.

SW Skills
Based on some interviews with ICT companies,
27%
Ability to work in teams
18%
Business/ Soft skills were cited as lacking in
graduates
as
well
as
keeping
up
HW Skills
with
technology trends; the view was expressed that
15%
0%
the gap between theory and practice needs to
be bridged via mediums such as internships
20%
40%
% of Companies
Source: Business Survey
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60%
IT Skills Survey Highlights
Overall business perception of IT Skills
 Roughly a quarter of companies
are not satisfied with the quality
of
IT
professionals
from
We are satisfied with the
quality of the IT
professionals from
educational institutions
in Kenya
educational institutions in Kenya
 Approximately
companies
a
have
third
contacted
of
or
We contracted/will have
to contract external
providers of IT services
due to the lack of
internal IT skills
plan to contact external providers
to manage the skills shortages.
 Roughly half of the respondents
Lack of IT skills in the
country has a significant
effect on business
operations and
performance
believe that the lack of IT skills
significantly
impacts
business
and IT operations & performance.
Lack of IT skills in the
country has a significant
effect on IT operations
in our organization
0%
20%
40%
60%
80%
100%
% of Companies
Strongly Disagree
Disagree
Source: Business Survey
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Neither
Agree
Strongly Agree
IT Skills Survey Highlights
Inhibitors – Supply Side/Educ inst view
•
Funding and Infrastructure constraints cause less availability of resources and labs; not
all the educational institutions are adequately networked
•
Scarcity of experienced faculty and a general shortage of teaching skills for technology;
it was also indicated that it is tough for educational institutions to match private sector
pay
•
Last-mile connectivity to rural areas was also cited as an inhibitor. This severely limits
the availability and accessibility of internet, both from a quality and price perspective
•
Quality of education: The view was expressed by more than one interviewee that skills
obtained from many colleges and institutions are not adequate for the industry.
Consistency of curriculum was a common theme, with the lack of guidelines
emphasized. The watered-down value of certifications and lack of market-relevant
courses in some educational institutions were other themes.
•
General lack of understanding of IT as a career
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IT Skills Survey Highlights
Inhibitors - Businesses view
Q. In your opinion, what are the key factors hampering the availability of IT skilled professionals in the country?
Insufficient government initiatives in
this area
82%
Low number of IT-skilled graduates
22%
Kenya is not an attractive location for
foreign IT professionals
17%
The ICT field is not attractive for the
younger generation
13%
Complicated visa & travel regulation
8%
Low level of English language
proficiency
3%
0%
20%
40%
60%
% of Companies
Source: Business Survey
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80%
100%
Residents Survey Highlights
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38
IT Skills Survey Highlights
IT companies view of inhibitors of IT skills

Some large ICT companies were of the opinion that that the overall skills pool in the Kenyan market
is rather limited.

The view was also expressed that there is more of a gap at the advanced skills level as many IT
professionals with advanced skills leave the Kenyan market while there is not much of an influx of
experienced professionals from abroad.

Another related issue is loyalty and attrition; IT professionals are perceived as migratory and there
seems to be a fair bit of poaching; an opinion which is consistent with the business survey where
80% of the companies indicated that attrition has a minor to significant impact on their organizations.

Frequency and size of IT projects: The view was expressed that there may not be enough big IT
projects that can result in a large pool of skilled personnel, consequently there are not enough
projects that allow professionals to exhibit or develop their skills.

Availability of lower cost imported ICT labour was also cited as an inhibitor to skills supply.
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IT Skills Survey Highlights
Gap analysis framework
Training/ Retraining
Middle
level
colleges
IT
Profess
ionals
from
abroad
Public and
Private
universities
Training
institutions
Students
who go
abroad or
pursue
higher
studies
‘Unqualified’
supply or
Skills
mismatch
‘Brain drain’
especially at
higher Skill
levels
Attrition
‘Qualified’ Supply
Move to
management
tracks
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Gaps filled by expats
for short-term project
duration
Demand
Gap
IT Skills Survey Highlights
Dimensions of the gap in IT skills
Technical gaps
• Enterprise/business
application skills, software
development, mobile
applications
• IBM and SAP related
technology skills
Higher-level gaps
• Shortage of experienced IT
personnel
• Poaching and moving
abroad i.e. ‘brain drain’
reported; also technical staff
moving to management
tracks
• Experienced professionals
from abroad not coming in
Gap in IT
professionals
Quality gaps
• Candidates who have
certifications and educational
qualifications but do not
bring the expected quality
• Inconsistencies in course
duration and curriculum
within the courses
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•
•
•
•
Graduate-level skill gaps
Project management
Problem solving
Innovative thinking
Gap between theoretical
and practical skills;
insistence of some
experience from IT firms
IT Skills Survey Highlights
Overall Recommendation areas and initiatives
Expand capacities of universities
and colleges
Establish specialized training
programs for graduates
Integrate ICT in education
•
•
•
•
Provide infrastructure and funding
support
Address qualified teaching shortage;
Evaluate & incentivize the supply
•
Focus on recognized skill gaps such
as business skills and ‘soft’ skills
Partner with training/ICT companies;
encourage investment to ensure
training availability
•
Incorporate more ICT elements at
secondary level
More attachment programs and
internships with technology
companies to learn and apply
Focus on special interest areas
Improve connectivity
Harmonize and monitor supply &
demand
•
•
•
•
•
Local context and relevance e.g. ICT
in agriculture
Innovation areas similar to m-pesa
Incentivize reverse brain drain i.e.
Kenyans based abroad
•
Provide last-mile connectivity
through pricing incentives
Help middle and lower tiers of
educational institutions to get
connected
•
•
Definitions and quantification of
demand roles and types of skills
Policy on course design and criteria
to fulfil these roles
Open up data to relevant
stakeholders
Financing & Support
Review ICT curricula
Promote IT as a career
•
•
•
•
•
Specialized funding for ICT courses
ICT incubators with educational
institutions
Tax relief & special funds for
technology focus areas
•
•
More regulation, more rigor and
standardization
Public-private partnership body to
ensure curriculum standardization
Online mechanism with Assessment
of IT skills online
•
Attract more people (especially youth
and females) via promotional
campaigns
Attractive industry compensation
standards
Government organizations, IT companies and Educational institutions would need to collaborate extensively in
the above areas to achieve the ICT skills-related objectives related to the Strategic Plan and Kenya 2030.
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IT Skills Survey Highlights
Projects prioritization
Consider
Implement
Expand capacities of
universities and colleges
Review university curricula
Focus on special interest areas
Impact
Improve connectivity
Establish specialized
programs for graduates
Promote IT as a career
Financing & Support
Integrate ICT in education
Low
Harmonize and monitor
supply & demand
Low
Ease of implementation
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High
Residents Survey Highlights
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44
Resident’s Survey Highlights
Internet Usage at home
Q16. Do you have an Internet connection at
home?
Internet Home Penetration by Location
63%
74%
77%
77%
86%
37%
26%
23%
23%
14%
26%
Mombasa Nairobi (253) Kisumu (120) Nyeri (100) Eldoret (98)
(179)
74%
Internet Home Penetration by SCL
Yes
No
Base : Total Sample (750)
53%
47%
AB (238)
79%
91%
96%
21%
9%
C1 (328)
C2 (161)
4%
D (23)
Yes

26% of the surveyed HH use internet

Internet usage increases by SCL levels. It is highest in Mombasa (37%)
No
45
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Internet Usage at home
Inhibitors for Not Using internet at home
Q17. What are the reasons for not having internet
connection at home till now?
We don’t have PC
58%
We can’t afford internet subscription
28%
I use internet in other places, and there
is no need to have one at home
There are no internet cables /
infrastructure in our neighborhood
I don’t know how to use internet
17%
13%
11%
Internet connections are poor in terms of
quality
3%
Others
1%
Nothing
1%
Highest in Eldoret (77%), in SCL D (77%),
Highest in Kisumu (43%), in SCL C2 (39%),
Highest in Nyeri (21%), in SCL AB (18%), among the 15-24 yrs (22%)
Highest in Nyeri (32%), in SCL AB (17%)
Highest in SCL D (36%), among the 45+ yrs (26%)
Highest in Kisumu (11%)
 Unavailability of PC is the main reason for not using internet from homes (58%)
 The usage of internet within low SCL’s (D and C2) is mainly hindered by their inability to buy PC’s or pay for internet
connection
46
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Kind of PC, Internet Device & Mobile Service Used
Q60. Which kind of mobile service do you use?
Q25. What kind of PC do you use?
Desktop
58%
Prepaid
97%
Both
22%
Postpaid
1%
Laptop
20%
Both
1%
Base : Users of PC (519)
Base : Users of Mobile Phone (746)
Q31. Which of the following devices have you used to access the
Internet in the past 12 months?
Other mobile phone / internet
enabled mobile phones
80%
Desktop
71%
Laptop
34%
Smartphone
Digital TV
15%
 Accessing internet is largely done from mobiles,
either internet-enabled handsets (80%) or
smartphones (15%)
 A significant portion of PC usage (desktop or
laptop) is dedicated to accessing the internet
1%
Base : Users of Internet (592)
47
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Purposes for Using PC
Q27. What is your primary purpose for using the PC?
Detailed by Age
Overall
Personal usage
71%
Entertainment
66%
Communication
64%
Education
Work
45%
36%
Detailed by Gender
15 – 24
(219)
25-34
(163)
35-44
(67)
45+
(70)
Male
(313)
Female
(206)
69%
72%
72%
76%
71%
71%
77%
70%
49%
40%
68%
64%
63%
65%
66%
67%
64%
65%
57%
42%
27%
30%
43%
47%
20%
44%
43%
59%
40%
29%
Base : Users of PC (519)
 Respondents use PC mainly to perform personal task (71%), especially old individuals 45+ years
 Entertainment and education purposes drive respondents 15-34 yrs old to use PC. These reasons decrease significantly
among older users (35+yrs)
 Old males (45+ yrs) tend to use PC for work reasons much more than other demographics.
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48
Purposes for Using the Mobile Phone
Q59. Which of the following services do you actively use on your mobile device?
Detailed by Age
Overall
Detailed by Gender
15 – 24
(219)
25-34
(163)
35-44
(67)
45+
(70)
Male
(313)
Female
(206)
Voice services
97%
97%
96%
97%
99%
97%
96%
SMS
96%
97%
97%
99%
88%
96%
95%
51%
52%
41%
26%
46%
45%
53%
45%
34%
23%
44%
40%
Access to social media websites
45%
Web Browsing
42%
Entertainment
37%
47%
41%
31%
17%
39%
34%
Access to Email
35%
42%
35%
34%
24%
38%
31%
36%
31%
32%
21%
30%
32%
33%
23%
20%
10%
25%
22%
20%
17%
10%
8%
18%
12%
PIM
Chatting
Sending MMS
31%
24%
15%
Base : Users of Mobile Phone (746)
 Calling and texting share respondents' main usage of the mobile (around 97%)
 The usage of internet enabled services and PIM mainly attracts the young category (15-24 yrs). Their usage decreases
significantly by age
49
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Confidence in Using the PC
Overall
Q47a. How confident are you in using…
Text processing using a program such as Word
8%
24%
Creating a presentation with text and images, such as PowerPoint
17%
Working with spreadsheets to create charts and tables such as Excel
19%
Connecting and installing new devices, e.g. a printer or a modem or a new
software
Detecting and solving computer problems
Bottom Box (Scale 1-3): Not Confident
22%
Middle Box (Scale 4): Neutral
22%
37%
42%
1%
57%
24%
21%
Writing a computer program using a specialized programming language
68%
3%
55%
3%
51%
4%
18%
16%
36%
8%
31%
11%
Top Box (Scale 5-7): Confident
Don't Know
 Highest confidence is recorded in the areas of text processing (68%) and working with spreadsheets(57%)
 PC users are least confident in maintaining the computer (checking and solving problems, 36%) and programming (31%)
50
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Base
= Users
of PC
(n=519)
Confidence in Using the Internet
Overall
Q47b. How confident are you in using…
Creating a Web page/a blog
6%
Using an Internet search engine
7%
Using email to communicate with others
Finding downloading, and installing software
Posting messages to chat rooms, newsgroups, or online
discussion forums
Bottom Box (Scale 1-3): Not Confident
12%
80%
14%
13%
2%
79%
15%
26%
1%
65%
17%
39%
Middle Box (Scale 4): Neutral
7%
49%
16%
9%
29%
Top Box (Scale 5-7): Confident
17%
Don't Know
 Highest confidence is recorded in the areas of using search engines (80%) and email communication (79%)
 Internet users are least confident in creating web pages / blogs (29%)
51
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Base All
= Users
of Internet
(n=592)
Financial Transactions on the Internet and Mobile
Type of transition, Number of online Purchases
Q38. Which of the following on-line / electronic (through internet or mobile) services have you used in the past 12
months?
Top up of Airtime through Mobile Money Transfer
86%
Payments (utility & mobile bills etc) through Mobile Money…
38%
Payments of School fees through money mobile transfer
16%
Buying of product through Mobile (Mobile Money transfer)
14%
Sending money to someone
9%
Receiving money from someone
9%
Selling of product through Mobile (Mobile Money transfer)
7%
Online Banking transaction
4%
Payments (utility & mobile bills etc) through Internet
3%
Buying of product and services through internet
2%
Selling of product and services through internet
0%
Base : Respondents Using Online Banking or purchases (510)
 4 of the top 5 e-transactions are done via mobile
 Online e-transactions are almost not present and include online banking (4%), utility payments (3%) and the purchase of
products and services (2%)
52
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Tasks Performed on the Internet
Q34. Do you use the Internet to perform any of the following tasks?
15 - 24
(238)
Communicate with colleagues
Search for information
Education and learning activities
Playing or downloading video games or computer games
Reading or downloading on-line newspapers or magazines
Getting information about goods or services - Internet usage…
Using peer-to-peer file sharing for exchanging documents,…
Finding, downloading, and installing software
Communicate with customers/citizens/ residents
Getting information from general government organizations
Keeping viruses, spyware, and ad-ware off your computer
Schedule business appointments
Interacting with general government organizations
Checking a receipt of payments
Purchase or place orders goods and services
Online banking
77%
68%
40%
29%
28%
27%
22%
22%
21%
12%
12%
9%
7%
5%
5%
3%
81%
68%
48%
37%
25%
19%
28%
21%
17%
13%
11%
6%
6%
4%
5%
2%
Detailed by Age
25-34
35-44
(182)
(88)
82%
70%
42%
27%
30%
34%
23%
25%
21%
10%
13%
11%
8%
5%
8%
4%
76%
66%
24%
23%
26%
26%
14%
22%
23%
14%
14%
13%
10%
7%
2%
0%
45+
(84)
57%
64%
29%
19%
33%
34%
8%
19%
29%
11%
16%
8%
5%
2%
5%
4%
Detailed by Gender
Male
Female
(346)
(246)
79%
70%
39%
31%
27%
29%
25%
25%
21%
13%
13%
10%
8%
5%
6%
4%
76%
65%
40%
26%
29%
25%
18%
18%
20%
11%
11%
7%
7%
4%
4%
1%
Base : Users of Internet (592)
 The main purposes for using the internet are communicating with colleagues (77%) and searching for information (68%),
exceeding by far other reasons.
 Internet users 35+ yrs old perform business-oriented internet tasks (communicating with customers, scheduling
appointments, etc.) more than younger users who look for more social, entertaining or educational activities online
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53
Satisfaction With Internet Service
Q46. The following questions are about your satisfaction with the Internet service you use. I will ask you about
various characteristics of the service, for each one please select a number from 1-7, where 1 = Very
dissatisfied, and 7 = very satisfied
Overall Internet service
Customer support after sales
Speed of your Internet service
13%
5%
61%
21%
9%
14%
Reliability of your Internet service
15%
19%
3%
68%
21%
Cost of your Internet service
Value for money spent on your Internet service
23%
6%
66%
21%
3%
63%
24%
58%
24%
Dissatisfied (Scale 1-3)
3%
41%
Neutral (Scale 4)
Satisfiied (Scale 5-7)
3%
17%
Don't KnoW
Base : Users of Internet (592)
 68% of internet services are satisfied with the overall internet service. This is mainly driven by the reliability, speed and
cost of this service
 Internet users record lowest satisfaction with the support they are getting from providers (41%)
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Awareness of e-Government Services
Q65. Are you aware of any government services available online? If yes, have you used any for your non-work
related matters in the past 12 months?
46%
Not aware of any services
provided online
43%
61%
45%
47%
Nairobi (253) Mombasa (179)
41%
Aware of them, but have never
used any online services
Aware of them and have used
them in the past 12 months
45%
46%
Eldoret (98)
Kisumu (120)
Nyeri (100)
45%
24%
32%
Eldoret (98)
Kisumu (120)
Nyeri (100)
12%
15%
23%
Eldoret (98)
Kisumu (120)
Nyeri (100)
39%
Nairobi (253) Mombasa (179)
13%
9%
14%
Nairobi (253) Mombasa (179)
Base : Total Sample (750)
 Overall awareness of e-government services is significant (53%). But their actual usage is low (23%), concentrated
especially in Nyeri (23%)
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Type of e-Government Services Used in Past 12 Months
Q66. Which of the following e-government services have you used in the past 12 months for none-work related
matters?
Exam Results and Candidate selection
68%
Apply for Public Service Jobs
39%
HELB Loan Repayment status
25%
Submit Tax Returns online
19%
Customs Services online
15%
Track status of ID and Passport
Business licensing e-registry
Report Corruption online
13%
9%
6%
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= Users
e-Government
Services
in Past 12 Months (n=103)
Other e-Government Services
Q68. Are there any other government services you would like to see available on line?
Advertisement of Government positions
20%
Application of birth certificates
13%
Electronic elections
13%
Processing of licenses by KRA - Any other government services you would like available online
7%
Title deeds acquisition
7%
Downloadable ID cards/ passports
7%
How the budget is prepared/processed
7%
People with disabilities should be put online
7%
Show/upload government services
7%
City council stickers
7%
Efficiency/accountability of government related work and projects
7%
Payment of council levies
7%
Appointments for government positions
7%
ID registration
7%
None/Don’t Know : 85%
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e-Government
Services
in Past 12 Months (n=103)
Barriers to ICT Usage
Q63. What are some of the reasons that may be limiting your use of ICT (computers and Internet)?
Detailed by Location
Computers/Internet not available at home
High costs of buying/renting computers
High costs to connect to the Internet
High costs of maintenance and repairs for computers
Technology is too complicated
Lack of required skills to use computers/ internet
Risk of viruses is too high when using the Internet
Computers/Internet not available at work
Lack of trust for ICT (e.g. security/ privacy issues on the Internet)
Internet cafés are hard to reach or find
Not secure to do business/ make transactions over the Internet
Not enough websites / content in local language
Computers/Internet not available at school/ university
Others
There are no barriers at all
40%
36%
31%
25%
19%
19%
15%
10%
10%
7%
7%
5%
3%
3%
16%
Nairobi
(253)
Mombasa
(179)
Eldoret
(98)
Kisumu
(120)
Nyeri
(100)
37%
41%
25%
24%
20%
21%
21%
14%
11%
8%
7%
6%
3%
0%
3%
36%
31%
34%
27%
18%
15%
18%
18%
7%
14%
9%
9%
7%
8%
2%
40%
32%
34%
19%
14%
16%
15%
6%
5%
4%
2%
8%
1%
1%
0%
58%
43%
38%
33%
15%
24%
3%
14%
18%
23%
16%
7%
7%
8%
3%
30%
25%
26%
21%
27%
20%
19%
19%
6%
2%
1%
6%
4%
1%
6%
Base : Total Sample (750)
 Unavailability of computers accompanied with theirs high cost as well as the costs of internet connections are the main
barriers to the use of ICT
 Residents of Kisumu are mostly affected by these barriers compared to respondents from other cities.
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Recap of Main Findings
 Acquiring ICT skills in Kenya is significantly affected by the overall social status of households and
respondents
 The unavailability of PC and internet at homes due mainly to their high cost and the inability of
respondents to purchase them emerges as the main barrier against ICT knowledge
 Another barrier is the absence of internet infrastructure in some neighbours which is prohibiting those
who are financially capable (SCL AB) form enjoying this service
 This is leading to the fact that most internet access is done via mobile or from places outside home
where respondents are satisfied by its cost, speed and reliability
 Usage of PC, internet and mobiles is generally limited to basic features
 The same main barriers (cost and unavailability of PC and internet) that are reducing the use of internet
and PC are also preventing respondents from taking ICT training courses
 With these factors pressing, only 16% of respondents have been trained on ICT skills in the last year
 Respondents are aiming to increase their general basic skills for using mobiles, PC and internet. They
reflect less desire to learn advanced features
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59
Business Survey Highlights
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60
Business Digital Presence
Which of the following does your organization have at present?
0%
10%
20%
Website
e-Newsletter
Online advertising/banners
Profile on social networking websites
Blog
Sponsored presence/listing on other websites
Others
Nothing
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30%
40%
50%
60%
70%
80%
90%
100%
Business Digital Presence
Constraints for internet usage
Don't Know
0.52%
Nothing
2.07%
Other
6.74%
Internal ICT
infrastructure
18.13%
Quality of
Service
27.98%
Internet prices
20.21%
Internet not
necessary or
relevant to
activities
5.70%
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Internet
availability/cove
rage
18.65%
Business Digital Presence
Total number of full time employees that have access or use shared / dedicated PC
Large (500+ employees)
Less than 30
30-49 employees
50 - 99 employees
Medium (100-499 employees)
100-499 employees
500-999 employees
1000-4999 employees
More than 5000 employees
Small (30-99 employees)
0%
10%
20%
30%
40%
50%
60%
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70%
80%
90% 100%
Awareness and Usage of e-government services
Business licensing e-registry
Report Corruption online
Customs Services online
Submit Tax Returns online - E-government services used for work
purposes
0%
Not aware
Aware but have not used
10%
20%
30%
40%
Used more than a year back
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50%
60%
70%
Used in last year
80%
90% 100%
Satisfaction with e-government services
0%
20%
40%
60%
80%
Satisfaction with different e-government services offered
Types of e-services available i.e. variety
Quality of e-service i.e. accuracy, response time, etc.
Availability i.e. uptime
Security
Overall
Very Dissatisfied
Dissatisfied
Neutral
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Satisfied
Very Satisfied
100%
120%
Recommendations
IT Skills Gaps
IT Skills
Macro
Area
Details
Increase
output of
number of
skilled staff
Enhance
quality of
skills
Protect local
jobs & stem
brain drain
Action
Broad Recommendations
Awareness programmes at education institutions on:
business needs vis a vis courses taken;
type of skills in high demand for the next 3-5 years
current MIXTURE of skills needed
attract the youth via promotional campaigns
Include middle & lower tiers of educational institutions to get
Focus connected
Bridging programmes to involve academia, graduates and ICT Business
leaders
Curriculum refresh and plan to do this regularly
Inclusion of basic soft skills courses as part of the curriculum
Establishment of Industry Standards, Accreditation and Ethics body
Specialized funding for ICT courses
Focus Partner with training/ICT companies and ensure training availability
Mechanism to balance the need for expat labour vs skills transfer value
Incentivize Diaspora to reverse brain drain
More attachment programs and internships with technology companies
Consider to learn and apply
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Recommendations
Residential Usage
Residential Usage
Macro
Area
Details
Action
increase e-govt
services
awareness
Focus
Broad Recommendations
Awareness programmes on services currently offered and follow
up on suggested online government services
Leverage mobile operators to update citizens on government
Focus services vis SMS (subsidized cost for government for bulk SMS).
Deploy relevant USSD driven services for citizens
Solicit feedback on content of interest, esp. from non-users
Create awareness on other content and services
Content - review feedback on content most used and share with
beneficiaries of digital content funds to take
ICT Adoption Consider action/innovate/respond
Close collaboration with media to pursue the internet as a channel
for delivery.
Address costs - See macro item COST below
Access - see macro item INFRASTRUCTURE and COST below
Prioritized subsidies of public access centers after evaluation
Provide infrastructure support and services subsidies
Cost of
Focus
Re-animate local assembly initiatives through vendor PPP and with
services/Devices
political will
increase e-govt
services usage
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Recommendations
Business Usage and Costs
Cost
Business Usage
Macro
Area
Details
Action
Broad Recommendations
e-govt
services
awareness
Focus
Awareness creation on existing content and services
Leverage on high internet adoption to interact with businesses more
via a various databases (e.g. customs, taxes, registry, immigration etc)
e-govt
services
usage
Focus
Roll out more services and solicit feedback on what is needed
Skilled Staff Monitor See SKILLS macro
ICT
Adoption
Internet
Services
PC Costs
Mobile
Device
Costs
Cost of services and Quality of Services - need to sensitize business
Monitor users of their rights in collaboration with the sector regulator.
Collaborative campaigns.
Consider Further subsidize public access areas, secondary schools
Consider Revive local assembly initiatives (e.g. Nigeria with Zinox)
Consider
Partnerships with vendors of low cost devices, tap into local
application community
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Recommendations
Channel & Infrastructure
Channel
Macro
Area
Details
Broad Recommendations
Vendor
confidence &
investment Monitor See Skills Macro Above
See SKILLS Macro above
Foreign
Focused marketing & local promotional events that explicitly illustrate strengths
Investment
Nurture Tier 2 players as possible partners through capacity building, seed
Focus funding, preferential treatment in government procurement
Tier 1 VAR Monitor
Tier 2 VAR
Infrastructure
Action
Last Mile
Access
Backhaul to
remote areas
Power
Develop plans to help elevate Tier II players into Tier I players
Business Incubation Initiatives
Focus Capacity building outside urban areas and create employment
Pursue CCK about USF plans and enjoin KITCB in discussions on ICT Access Gaps
Consider Collaborate with CCK to sensitise operators on USF
Develop a PPP framework & depart from ad hoc, covertly commercially
oriented PPPs that lack synergies and leveraging value.
Consider wireless/satellite technology elements in national infrastructure plans
for remote areas to mix with other technologies for last mile access
Offer subsidies (and reward schemes) to operators with renewable energy focus
or innovation that address power issues
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Interventions for Recommendations
Macro areas addressed
Financial
Infrastructure Skills
Residential
Channel Cost
Private Public Partnerships
Infrastructure Skills
Residential
Cost
Regulation
Business
Residential
Awareness
Skills Business
Residential
Content
Skills Business
Residential
Curriculum reform
Infrastructure
Skills
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Channel
Thank You
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