THE ROLE OF INFORMATION AND COMMUNICATIONS TECHNOLOGY IN SERVICE DELIVERY

THE ROLE OF INFORMATION AND COMMUNICATIONS TECHNOLOGY IN SERVICE DELIVERY IN THE ANAMBRA STATE MINISTRY OF EDUCATION

TABLE OF CONTENTS

Title page …………………………………………………………i
Approval page…………………………………………………..ii
Dedication……………………………………………………….iii
Acknowledgement…………………………………………….iv
Table of contents…………………………………………………v
List of tables……………………………………………………..vi
Abstract…………………………………………………………vii

CHAPTER ONE
Introduction
1.1 Background of the study………………………………….1
1.2 statement of the study…………………………………….2
1.3 research questions…………………………………………3
1.4 hypothesis…………… …………………………………….3
1.5 objective of the study……………………………………..4
1.6 significance of the study …………………………………4
1.7 scope of the study…………………………………………5
1.8 limitation of the study…………………………………….5
1.9 definition of terms…………………………………………5

CHAPTER TWO
LITERATURE REVIEW
2.0 review of literature………………………………………6
2.1 concept of ICT……………………………………………6
2.2 the role of ICT in service delivery in government ministries……………………………………………………….8

CHAPTER THREE
RESEARCH DESIGN AND METHODOLOGY
3.1 the design of the study ………………………………14
3.2 the population of the study …………………………14
3.3 sample and sampling technique…………………….14
3.4 method of data collection ……………………………15
3.5 method of data analysis………………………………16

CHAPTER FOUR
PRESENTATION ANALYSIS AND INTERPRETATION OF DATA
1.4. data presentation and analysis…………………….18
4.2 testing of hypothesis…………………………………25
4.3 discussion of finding…………………………………26

CHAPTER FIVE
5.1 discussion of findings…………………………………30
5.2 summary ……………………………………………….30
5.3 conclusion………………………………………………30
5.4 recommendation……………………………………….31

ABSTRACT

The aim of this study was to examine the role of ICT in service at the Anambra State Ministry of Government. To this end a review of the concept of ICT and the role it plays in service delivery in Government ministries is carried out. Two research questions and four researches, hypothesis stated in both the null and collected with the aid of a questionnaire and analyzed with the simple percentage and mean analysis method. At the end it was discovered that although the adoption of ICT has had a positive impact on service delivery at the Anambra State ministry of Education the Ministry of Education, the Ministry still faces ICT related challenges like high cost of cost of training staff to become ICT complaint and high cost of retooling procedures to adopt to ICT services. Based on these finding it was recommended, among other things that Government should develop a comprehensive plan on how to start using ICT products effectively. This plan will not stop at procurement, but will move further to include, maintenance and repairs financing staff training, etc.

CHAPTER ONE

INTRODUCTION

1.1    Background of the Study

The world today is shaped by the advancement in the field of information and communication technology (ICT) the relevance of (ICT) information and communication technology to the development of individuals or organization nations and the entire world cannot be over emphasized (Oyekanmis 2005). Information and communication technology (ICT) is therefore seen as the driving force. Nigeria has come to realize this fact and Government at various levels in the country had also adopted the technology towards the overall growth and development of the society. The use of (ICT) information and communication technology in governance is expected to improve decision making increase citizen participation in economic development support the modern work force enhance social well being and narrow the digital (Oyekanmis 2005).

One of the area in which government has strove to make the impact of (ICT) information and communication technology felt are the ministries. Government ministries are know for gathering processing and storing a wide variety of information needed for immediate of future purposes. These tasks however onerous they appear are the ones which (ICT) information and communication technology seek to provide an easy and convenient way of accomplishing (mertz,2994)

Not with standing Mertz (2004) argues that government ministries in developing communities still have trouble making effective use (ICT) information and communications technology investments, it can be difficult to hire experienced technical staff and educate exciting administrative and program staff. Training is expensive short lived and seldom fits the individual needs of organization.

It is against this backdrop that this study looks at the role of (ICT) information and communication technology in the service delivery of Anambra State Ministry of Education.

Statement of the Problem

Service delivery in any Government Ministry involves a wide range of activities such as policy formulation budget preparation, then drafting of bills public enlightenment keeping of official documents etc. Dibier (2003) in trying to accomplish these tasks ministries more often than not rely on information and communications technology (ICT) device in gathering processing and storing a wide varieties of information required for immediate or future purpose as regards to this activities.

However Mertz (2004) urge that government ministries in developing communities still have troubles making effective use of (ICT) information and communications technology. They try to move forward using ICT, but often do not have the vision and experience on how to do so. Then, once they make (ICT) information and communications technology investments, it can be difficult to hire an experienced technical support staff and to educate existing administrative and program staff training is expensive, short lived and seldom fits the individuals needs of the organization

It is against this backdrop that this study looks at the Anambra State Ministry of Education

Research Questions

The research question for this study is put forward as follows:

• To what extent has the use of ICT in Anambra State improved service delivery in Anambra State Ministry of Education?
• What are the constraints to the effective use of (ICT) information and communications technology in the ministry of education?

Hypotheses

For the purpose of this study, the following hypotheses are out forward. Hypothesis one

Hi: the use of (ICT) information and communications Technology in Anambra State Ministry of Education has had a positive impact on their service delivery.

Ho: the use of (ICT) information and communication Technology in Anambra State Ministry of Education has not had a positive impact on service delivery.

Ho: hypothesis two

Hi: the constraints to the effective use of (ICT) information and communications technology in the service delivery at the Anambra State Ministry of Education are the high cost of procuring (ICT) information and communications technology device and inadequate ICT literacy.

1.5    Objectives of the Study

The objectives of the study are as follow;

• To examine the impact of (ICT) information and communications technology in service delivery at the Anambra State Ministry of Education.
• To identify the constraints to the effective use of (ICT) information and communications technology in service delivery at the Anambra State Ministry of Education.
• To recommend solutions to the problems of effective (ICT) information and communications technology utilization in Anambra State Ministry of Education

1.6    SIGNIFICANCE OF THE STUDY

The study is important because;

1. It will provide policy makers and implementers will relevant information and (ICT) information and communications technology device and how they can be useful in Government circles.
2. It will provide (ICT) information and communication Technology designers with information on the right kind of device that will suit public purposes.
3. The Anambra State Ministry of Education will also find useful information and on how to integrate (ICT) Information and Communication Technology with their work in order to spur service delivery.
4. It will provide those in academics, students and scholars alike with information that will eventually prove useful in the course of further research.

Scope of Study

The scope of the study is narrowed down to the use of (ICT) Information Communication Technology in the Anambra State Ministry of Education alone.

Limitation of the Study

The study is however limited by a number factor

Time:     Not much time was given for the completion of  the work.

Finance: The research had only little funds at her

Disposal for the prosecution of the work.

Date:     The staffs of the ministry were reluctant in

Furnishing the researcher with pieces of

Information that would have made the

Research a soaring success.

Definition of Terms

For clarification purpose we shall define a number of terms used in the work. The terms are however defined in relation to how they have been employed in the research.

1. ICT: Information and Communication Technology. ICT covers any product that will store, retrieve, manipulate, transmit or receive information electronically in a digit form.

2. IT: Information Technology
3. Service Delivery: the manners in which certain needs are met.
4. E-Government: Also know as electronic government it involves the integration of information and communication technology with the processes of governing a people.
5. Government Ministry: An institution created by government for the purpose of assisting in policies and programmers.