In the last three decades, there has been increased innovation in technologies that have improved service delivery. What is technology? Technology is a field of study that includes industrial arts, engineering, applied science, and pure science. It is concerned with the development and application of technical methods as well as how they relate to life, society, and the environment. Technology has transformed the way services are delivered, moving away from human interactions and toward automated human participation. The usage of technology is unstoppable knowing the many benefits it offers. For example, you don’t need to visit a banking hall to complete a financial transaction the Mpesa, innovation has offered a payment system on your phone. You don’t need to call your travel agency to book a ticket. You can book it online. Let’s now focus on the advantages of technology in service delivery. Automation of services In the past, you had to interact with a customer representative face