A Survey Of Challenges Facing Users Of Computer-based Information Systems At National Hospital Insurance Fund

Abstract

In 1998, NHIF automated its operations starting with its core business areas such as provision of services to the branch networks. Computer-based information systems have since played a major role in linking the branches to the head office and thereby supporting the operations from a central location. The organization uses computer-based information systems for data management and communication. Empirical studies have established that users of computer-based information systems in organizations usually encounter various challenges during information exchange, data capture, data storage and communication. Although NHIF has implemented computer-based Information Systems, users still experience challenges. This study sought to fill the existing knowledge gaps by establishing the challenges faced by users of the existing computer-based information systems. The study applied a descriptive research design approach. The study targeted all the employees drawn from the entire branch network of NHIF comprising of 23 branches. A sample size of 169 respondents was selected from the target population through stratified and simple random sampling techniques. The study used questionnaires to collect primary data. Descriptive statistics and factor analysis techniques were the principal data analysis techniques. The results are presented using tables and charts. The study established that successful utilization of CBISs at NHIF requires commitment and support from the top management, establishment of strategic goals, enhancement of employees' skills and competence, empowerment and involvement of employees, quality orientation, frequent review of organizational culture and structure, timely user support, timely support from external vendors and contractors and establishment of a regulatory framework.