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

ABSTRACT

The aim of this study was to examine the role of ICT in service at the Anambra State Ministry of Education. To this end, a review of the concept of ICT and the role it plays in service delivery in government ministries was carried out. Two research questions and four research, hypotheses stated in both the null and alternative forms were put forward. Data was collected with the aid of a questionnaire and analysed 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 still faces ICT related challenges like high cost of procuring ICT products, inadequate ICT literacy, erratic power supply, network failures and log-jams, high maintenance cost, high cost of training staff to become ICT complaint and high cost of retooling procedures to adapt to ICT services. Based on these findings, 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.

TABLE OF CONTENTS

Title page                                                                i

Certification                                                            ii

Dedication                                                               iii

Acknowledgements                                                 iv

Abstract                                                                  v

Table of contents                                                    vi

List of tables                                                                 

CHAPTER ONE: INTRODUCTION

1.1   Background of the study                                1

1.2   Statement of the Problem                              4

1.3   Objectives of the Study                                   6

1.4   Research Questions                                        7

1.5   Significance of the Study                                7

1.6   Hypotheses                                                     9

1.7   Scope and Limitations of the study                10

1.8   Definition of terms                                          11

CHAPTER TWO: REVIEW OF RELATED LITERATURE

2.1   The concept of Information and

Communications Technology (ICT)                13

2.2   The role of Information and

Communications Technology in Service

Delivery in Government Ministries and Envisaged problems                                        21

CHAPTER THREE: RESEARCH DESIGN AND

METHODOLOGY

3.1   The Design of the study                                  33

3.2   Population of the Study                                  33

3.3   Sample and Sampling Technique                  34   

3.4   Method of Data Collection                              36

3.5   Method of Data Analysis                                37

CHAPTER FOUR: PRESENTATION, ANALYSIS

AND INTERPRETATION OF DATA

4.1   Data Presentation and Analysis                     40

4.2   Testing of Hypotheses                                     55

4.3   Discussion of Findings                                    57

CHAPTER FIVE: SUMMARY, CONCLUSION

AND RECOMMENDATIONS

5.1   Summary                                                        65

5.2   Conclusion                                                      66

5.3   Recommendations                                          67

Bibliography                                                   70

CHAPTER ONE

1.0                          INTRODUCTION

1.1  Background to 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 developments of individuals or organizations, nations and the entire world cannot be over emphasized, (Oyekanmi 2005). Information and Communication Technology (ICT) is therefore seeing as the driving force and enabler for socio-economic developments in most countries. (National ICT Policy and Plan Committee Development, 2004).

        Nigeria has come to realize this fact and government at various levels in the country and also adopted this technology towards the overall growth and development of the society. The use of (ICT) Information and Communications 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 divide, (Oyekanmis 2005).

        One of the areas in which government has strove to make the impact of (ICT) Information and Communications Technology felt are the ministries. Government ministries are known for gathering, processing, and storing a wide variety of information’s needed for immediate or future purposes. These tasks; however onerouseus they appear are the ones which (ICT) Information and Communications Technology seek to provide an easy and convenient way of accomplishing (Mertz, 2004).

        Notwithstanding, Mertz (2004) argues that government ministries in developing communities still have trouble making effective use of (ICT) Information and Communications Technology. They try to move forward in using (ICT) Information and Communications Technology but often do not have the vision and experiences on how to do so. Once they make (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 Communications Technology in the service delivery of Anambra State Ministry of Education.