The role of information systems integration in achieving Batho Pele within the KZN Provincial public service.

Abstract

A major responsibility confronted the Government of National Unity (GNU) in 1994 was to undo the apartheid legacies of poverty, inequality and racial segregation in order to create a single, and efficient public service that delivered on the basic needs of all citizens (Managa, 2012). Integrated information systems and technologies have been identified as being integral for the acceleration of efficient and effective service delivery (Gershon, 2004). The objective of this study is to examine integrated information systems (IS) as a means of achieving Batho Pele within the KwaZulu-Natal Provincial Government (KZNPG). This research looks at how integration of information systems in the KZNPG can enhance the levels of service delivery through effective and optimal utilisation of integrated IT/IS resources and the alignment of processes to Batho Pele Principles. The KZNPG subscribes to Batho Pele (a Sotho word which means “People first”) principles and procedures. The Batho Pele policy provides a formalised structure in accelerating the delivery of public services to citizens and process improvement initiatives by national government (Government Gazette Notice 1459 of 1997). Objectives for the study and research questions were formulated after an in-depth literature review. The literature review serves to provide both the information integration framework and the e-government integration framework; and to establish what evidence, as discovered by other researchers, exist on information integration. The questionnaire was developed in line with the research objectives, and was distributed to approximately four hundred KZNPG staff members identified as IT end-users who form part of the target population. A total number of one hundred and forty-four questionnaires were returned. Data was collected using a self administered questionnaire and the SPSS software package was used to analyse the data. Descriptive frequency analysis and frequency bar graphs results were used to present the data. Bivariate Spearman’s correlation showed that there was a positive association between integrated systems and service delivery. The findings of the study indicated that information systems (IS) integration can help achieve Batho Pele within the KZNPG. Other findings suggested that KZN Provincial government lacks adequately trained IT resources to properly achieve its stated goals.