The Extent of Information Communication and Technology Use in Service Delivery among Civil Servants in Meru County
Main Article Content
Abstract
Information and communication technology (ICT) plays an important role in enhancing service delivery. For this reason, the Meru County Government has substantial ICT infrastructure in place, including telecommunications networks, computer systems, internet connectivity, and mobile phone service. However, county government customers cite dissatisfaction with the quality of public service delivery. The study aimed to assess the extent to which information and communication technology (ICT) is utilized to enhance service delivery among civil servants in Meru County, Kenya. It adopted the SERVQUAL model to underpin service delivery. The research also adopted a descriptive design. The target population included 307 employees, encompassing both top-level and middle-level managers across various county departments. The recommendation of 10-30% by Mugenda and Mugenda was used, and 30% adoption led to a sample size of 92. Stratified and simple random sampling techniques were used to obtain 92 employees, of whom 67 were staff members and 25 were administrators. Data collection was carried out using questionnaires. Piloting of the research instruments was done to ensure their reliability. The collected data were analyzed using SPSS version 23, and the results were presented descriptively, including tables and figures. The results indicated that the use of computers and communication media affects overall service delivery in county government departments. However, some members' infrequent use of ICT tools, gaps in data management practices, unreliable internet connectivity, outdated ICT equipment, inadequate ICT proficiency, and security practices were reported. The paper recommends that the Meru County Government, in conjunction with the ICT department, broaden integration, modernize the ICT infrastructure, address connectivity problems, create ICT professional development training programs, and strengthen security measures to optimize its use.
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