Assessing the Role of Information and Communication Technology (ICT) in Enhancing Employees’ Performance in a Selected Local Government Administration (LGA) in South Africa

Abstract

The operations and utilization of ICT are not well understood and have rarely been addressed both, nationally and internationally. The aim of this research is therefore to establish a base level of understanding of the operational core values of ICT in developing countries. The study used a qualitative research design that involves a desktop research. Data was collected through the review and analysis of available published or existing documents. Data analysis included using the documentary analysis derived from the journals, and books as well as reviewing the various data analysis done in relation to the assessment of the role of ICT in enhancing employees’ performance. Findings from previous literature revealed that there are constraints faced in the operations and utilization of ICT. The study confirmed some of the operational challenges to include lack of IT skills, and lack of clear understanding of ICT as well as training. This study provides an effective solution to identified challenges and impact as well as strategies to be adopted in order to reduce the failure rate of ICT. The implications of the findings are that unless the limitations named above are resolved, ICT in the developing nations will continue to experience poor service delivery, poor economic growth and development. Management of the municipality must ensure that adequate training in the use of ICTs is given to the employees in order to enhance performance. Authors: Prof. Oyelana Akeem Adewale Department of Public Administration, University of Fort Hare, Alice, P.B. X1314, Eastern Cape, 5700, South Africa Cell: +27837286640 E-mail: 201100592@ufh.ac.za Prof. D. Reckson Thakhathi PhD. Department of Public Administration, University of Fort Hare, Alice, P.B. X1314, Eastern Cape, 5700, South Africa E-mail: rthakhathi@uhf.ac.za *Address correspondence to: INTRODUCTION This paper presents a brief background of the study, defines the various forms of Information Communication Technology (ICT) and spells out the research problem and the research objectives. The importance of Information and Communication Technological (ICT) as well as the challenges and impact of ICT are also discussed. The literature review, research methodology, and limitations of the study are also discussed. Finally, the disposition of the paper is exposed. Information and Communication Technology (ICT) have an important “role to play in the innovative system of local authority. Innovative ICT can provide the technological infrastructure on which complicated organizations can be sustained. They may also provide the capability to influence exterior generated information so that local agencies are enhanced in order to be able to understand the economic and social background and make balancing policies to react to them” (Pratchett 1999:736). According to Khalifa et al. (2004) cited in Gichoya (2005:178), Information and Communication Technology (ICT) Assessment can be defined as bringing in both, quantitative and qualitative methods and usefulness of the ICT to the organization. The management and employees’ job performance cannot be concluded as good or bad without the valuable introduction of the ICT policies that enhanced the local government efficiency in South Africa. The scientific or equipped introduction of ICT infrastructure is of paramount importance to enhance the effective operation and administration of local government efficiency successfully. According to Fletcher et al. (2004:4), ICT is an application process within the firm, and could also be used as transactions with customers and suppliers. They further stressed, “It is important to note that ICT involves several stakeholders including the organization that concludes the transactions, its customers and suppliers”. 230 AKEEM ADEWALE OYELANA AND D. RECKSON THAKHATHI Study has indicated that surveys of the municipalities’ failure especially in the area of utilizing an effective ICT efficiency maintain that the managers often have ideas but they do not have a clear understanding on the maximum effective and efficient utilization of ICT in delivering qualitative services to the communities and as a result, this has hindered their operations and improvement (Chang and Victor 2002) cited in (Dlamini 2009:1). Hence, this study focuses on the assessment of the role of ICT in enhancing employees’ job performance effectively in Nkonkobe Local Municipality. It also identifies challenges faced by the employees on the effective and efficient utilization of ICT. Suggestions to solve these identified challenges would be made with references to the literature study and empirical research as well as to propose policies to address the sluggish introduction of ICT to promote and improve service delivery by the government in the province. Statement of the Problem Despite ICT bringing opportunities to the organizations to be more effective, Local Government Administration (LGA) in South Africa is still failing to perform well in servicing its citizens. This is seen from many service delivery protests and demonstrations. It is important for municipality employees to build their own capacity and competency in the field of ICT so that they can improve their performances and efficiency. Assessing the role of ICT efficiency in enhancing or improving employees’ performance and promoting service delivery within the Municipality was investigated. The ICT needs of employees and their abilities to utilize this technology were also assessed. Given the scenario of assessment of the role of ICT efficiency in enhancing effective employees’ performance within the local government and promoting service delivery by the government organizations in South Africa, there is a need to investigate the issues and reasons behind the impact of ICT utilization in Nkonkobe Local Municipality. To what extent could the ICT improve the employees’ performance? What are the challenges affecting the employees performance in utilizing ICT? Do the employees have the necessary qualifications, skills and knowledge in utilizing the ICT? What possible guidelines could be provided to facilitate the utilization of ICT efficiency to enhance the employees’ job performance by government? Objectives of the Study The objectives of the study was to assess the role and importance of ICT in enhancing employees performance in the Local Government Administration (LGA) for the purpose of improving and promoting service delivering in Nkonkobe Municipality and to identify challenges affecting employees job performance in utilizing ICT.