Abstract
The purpose of the study was to examine the effect of information and communication technology on servicedelivery in the telecommunications industry. A descriptive survey research method was adopted as it helpeddetermine how the use of ICTs can improve service delivery at MTC, Namibia. Findings showed that variablesof information and communication technology have a positive effect on service delivery. Therefore, the studyconcluded that training collectively with changes in corporate policies and support can result in better servicedelivery. It was recommended that employees have to acquire skills on how to use computers and communicationsoftware in order to offer efficient services. It is vital for the telecommunications sector to foster digital opportunitiesby enhancing the use of ICTs to improve service delivery. Barriers to be overcome are no longer only technologicalbut also educational, cultural and linguistic in nature. With that in mind, neglecting to invest sufficiently in humancapital may result in clientele dissatisfaction.
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