Factors influencing ICT integration in quality service delivery among government ministries in Kenya: a case of the Ministry of public works

Abstract

This research was undertaken to investigate and analyze the factors that influence the integration of Information Communications Technology (lCT) in government offices. The descriptive survey research design was employed and data was collected by means of questionnaires administered to 207 employees of Ministry of Public Works. which was the case of study. Observation and focused group discussion were also used. The objectives of the study were; to assess the status of ICT infrastructure at the Ministry of Public Works and their influence on the quality of service delivery, to assess the level of knowledge of ICT among the government officials for quality service delivery. to determine the influence of level of ICT access, usage and expertise on quality of service delivery to explore the impact of risks and security issues associated with lCT adoption on the quality of service delivery, to evaluate the influence of management support in lCT integration on quality of service delivery.

The findings indicated that there are sufficient lCT facilities but still there are facilities that are shared amongst the employees. Sharing leads to time wastage and compromises on service delivery. The available ICT facilities are relevant to the job description of the majority of the employees (94.7%). Also the personnel have relevant basic skills (96%) in ICT and 80.2% always use the ICT facilities in their daily operations with 96.6% being comfortable using the facilities with the skills they possess. There is good internet connection (96.6%) with 39.15% of the employees always using the internet for job related tasks. Written memo communication takes 92.2% while entails take only 15% of the official communication despite having working internet connections. 67.6% of the staffs arc not comfortable with this form of communication.

The security access measures are low and therefore cases of unauthorized access to premises and workstations are high (63.8%). 20.8% have lost an ICT facility. 90.8% have had cases of computer viruses and 88.4% use anti-viruses in their computers. 77.8% use passwords in their computers but 71.4% have disclosed their passwords to other people. 79.7% of the personnel agrees that the management encourages the usc of ICT. however, 58.9% arc not satisfied with management response to ICT related queries. Another 61.8% are not satisfied with the ICT maintenance measures. 93.7% arc in agreement that lCT adoption has improved on the quality service delivery.

The study recommends that the ministries should invest more in ICT facilities to avoid sharing, continuously train the personnel on specialized skills to be at par with the dynamic technology. scheduled maintenance of the ICT facilities. tighten the access security measures and encourage the use of passwords. The management should embrace technology in all areas and especially in communication by encouraging the use of the faster and efficient ernails mode of communication. Lastly the government should ensure that the 2006 ICT policy is implemented so as to have a successful and sustainable ICT integration in government offices.