This study explored the strategic role of Information and Communication Technology (ICT)-
based interventions in enhancing accountability among humanitarian and development actors,
with a specific focus on the Kenya National Commission on Human Rights (KNCHR). The
study aimed to identify the factors influencing the use of ICT interventions, assess how these
tools enhance accountability, examine the challenges faced in their implementation, and explore
opportunities for improving ICT-driven accountability mechanisms. Guided by the Unified
Theory of Acceptance and Use of Technology (UTAUT) and the Contingency Theory of
Accountability, the research adopted a descriptive survey design. A total of 30 participants,
including KNCHR officials, county government representatives, civil society actors, and
community members, were selected using purposive and snowball sampling techniques to ensure

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relevance and experience with ICT interventions. Data were collected through semi-structured
questionnaires and interviews, and analyzed using SPSS version 27, applying descriptive
statistics such as means, standard deviations, and percentages. The findings indicated that
configurability to institutional needs and perceived usefulness were the primary drivers of ICT
use, with 92% of respondents affirming their influence. ICT tools were commonly used for
complaint handling, stakeholder updates, and transparent tracking, though their use in
community consultation remained limited. Major challenges identified included insufficient
funding, poor internet and hardware infrastructure, low technical capacity, and fear of reprisals.
However, opportunities emerged in the form of infrastructure investment, digital skills training,
and the co-design of tools with affected communities. The study recommends that KNCHR and
its partners develop inclusive, user-friendly ICT platforms, prioritize digital literacy through
targeted training, establish robust data-sharing and protection protocols, and enhance
collaboration with grassroots organizations. Additionally, policymakers are urged to mandate
inclusive ICT access policies and harmonize data protection frameworks to support effective,
rights-based digital accountability.