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Assessing the integration of information communication technology (ICT) in the public sector.

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Information Communication Technology (ICT) is used by private sector companies to differentiate themselves from their counterparts. Some companies view ICT as a strategy enabler and through its integration have improved their service offerings and increased production.This study assesses the integration of ICT in the South African public sector. It compares two government departments: the Department of Home Affairs (DoHA) and the Department of Social Development (SASSA). It highlights the investment these departments make into ICT, assesses the level of management at which ICT is integrated, the perception of managers towards ICT integration and the alignment of ICT processes to the departments' core businesses (Information Systems - Information Technology alignment). The purpose of the study is to resonate to managers in the public sector the benefits ICT can bring in their environment and to highlight the value it can contribute towards improved service delivery if implemented appropriately. Simple random sampling was used to gather data. Questionnaires were distributed in the two departments. At DoHA 23 questionnaires were collected and used as sample and at SASSA 34 questionnaires were collected and used a sample. The descriptive and inferential statistical analysis were done and data presented in the form of tables and charts. The analysis of data shows different approaches to ICT integration in the two departments. The Department of Social Development (SASSA) placed emphasis on ICT integration at both functional and strategic levels of management. The DoHA had no clearly defined approach and a level of indecision amongst the employees was observed. The age of respondents in the two departments had an influence in the manner ICT integration is viewed by employees. The younger respondents accepted ICT integration more readily in their environment, the older respondents reflected some resistance to ICT integration. The data presented shows that SASSA had younger employees up to the age of 49 years whereas at DoHA there were older employees up to the age of 60 years.


Thesis (MBA)-University of KwaZulu-Natal, 2009.


Information technology., Theses--Business administration.