Effect of information systems management on service delivery in public sector organisations: case study ministry of internal affairs

Abstract

The purpose of this study is to assess the effect of information systems management on service delivery in the public sector organizations. Service delivery is vital for the survival of a modern government and access to government information by citizens and organizations is therefore a fundamental ingredient in effective service delivery.In realizing the importance to improve service delivery, public sector organizations have taken further steps to enhance their quality of service and increase the effectiveness of organizations through information systemsmanagement.Service delivery in most public organizations has been described as poor, inefficient and ineffective. There are problems of inadequate staffing and limited ICT skills, poor management of information system projects, limited sharing of information, existence of overcrowding at ministries and wastage of resources. The study specifically focused on the following objectives; the effect of information systems planning on service delivery in public sector organizations, the effect of information system acquisition on service delivery in public sector organizations and the effect of information system implementation on service delivery in public sector organizations. The study used case study and both qualitative and quantitative approaches were used to collect and analyze data. Interviews and questionnaires were used to collect data from a sample of 152 respondents of the Ministry of Internal Affairs selected using stratified sampling technique. The data was analyzed using SPSS statistical tool. The finding from the study showed that a variation in information systems planning explained 2.8% of service delivery giving a significance value of 0.506. A unit increase in information systems acquisition increased service delivery by 21.6% giving a significance value of 0.030. And a unit increase in information systems implementation explained 12.9% of service delivery giving a significance value of 0.003. The adjusted R square 0.100 showing that a variation in information systems management explained a variation in service delivery of upto10%. In conclusion information systems acquisition had a weak positive statistically significant effect on service delivery given the p- value 0.030. Information systems implementation had a weak positive statistically significant effect on service delivery given the p- value 0.003. However information systems planning had a weak positive statistically insignificant effecton service delivery given the p value 0.506. The study recommends emphasis in, information systems acquisition and implementation through considering reliability and convenience to use of a system before it is acquired, having proper information system infrastructure in place before acquiring an information system, top management support so as to have them provide the necessary resources to information system projects timely, and training end users on system use so as to have them learn how to use the systems and attain user satisfaction. These will improve service delivery in public sector organizations. Although information systems planning had no significant effect on service delivery effort in user involvement in the planning process will help to identify user requirements thus improve service delivery in public sector organizations.