ICT and service delivery integration at the Thusong Centres.
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Date
2012
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Abstract
Service delivery integration, quality and satisfaction are key concepts that need not only
be understood by companies, but by government too. For customers or consumers to
stay loyal to a brand or company, they need to be satisfied with the product or service.
Similarly to most citizens in any country their party loyalty is derived from the services
rendered by the ruling party at that time. The performance of the government is
continuously assessed by citizens and dissatisfaction leads to unintended strikes.
South Africa is a constitutional state with rules, laws, checks and balances. Every year
government spends billions of rand on providing a better life for our people. In the
2009/10 fiscal year, the budget for government spending was R773 billion. It therefore
becomes very important for government to know how to measure the quality of the
services they offer and assess the impact of the investment, especially infrastructure
investment such as ICT. For government to stay relevant and continue to surpass the
needs of its customers or citizens, it will require a framework that will reduce duplication
of services, support integration of services, and improve the performance of the public
service and ICT plays a vital role in achieving. The main purpose of this research is to
find out how ICT can better be deployed to ensure service delivery integration; the focus
of it being at the Thusong Centres. The research does not seek to assess the quality of
service offered, but aims to assess whether government can achieve service delivery
integration through ICT.
Description
M. Com. University of KwaZulu-Natal, Durban 2012.
Keywords
Information technology--Government policy--South Africa., Internet in public administration--South Africa., Public administration--South Africa--Data processing., Administrative agencies--South Africa--Data processing., Civil service--South Africa--Data processing., Theses--Leadership and management.