The Relationship Between Ict Strategy and Public Service Delivery: a Case Study of the Ict Authority

Abstract

The study objective was to establish the link between ICT strategy and public service delivery within the setting of ICT Authority. The researcher adopted the case study research design since case study provides very comprehensive information about a particular theme that would be difficult to obtain through an alternative form of research as it is subjective and is concerned with options and experiences, descriptive in nature and generated theories that may possibly lead to further research on similar work. Research data was collected using an interview guide which had a flexible order, followed certain rules and procedures, and its wording was adapted to maximize participant understanding and response. The researcher interviewed four directors responsible for shared services, programs and standards, partnership research and innovation, and ICT service management. Data collected was qualitative in nature and as such was analyzed using content analysis. Data was classified and summarized and a report written highlighting the research findings and recommendations. From the research findings it can be concluded that ICT strategies as championed by the ICT Authority are continuously being incorporated into the public delivery platforms. Although ICTA still faces a number of challenges in its strategy formulation and implementation to fulfil its mandate, it has come up with a number of strategies touching on shared services, ICT governance, information security, innovation and enterprise , and human capital development which have created a big positive impact on a number of crucial sectors in public service delivery including access to service, elimination of fraud, improved education experience, ease and reduced cost of doing business. Centred on the study’s conclusions, the researcher made several conclusions for policy and practice as well as for further research.