EFFECT OF INFORMATION AND COMMUNICATION TECHNOLOGY (ICT) ON THE PERFORMANCE OF PUBLIC SERVICE ORGANISATIONS

1.1 Introduction

ICT is a broader term for Information and Communication Technology (ICT), which refers to all communication technologies, including the internet, wireless networks, cell phones, computers, software, middleware, video-conferencing, social networking, and other media applications and services enabling users to access, retrieve, store, transmit, and manipulate information in a digital form. Similarly, ICTs are also used to refer to the convergence of media technology such as audio-visual and telephone networks with computer networks, by means of a unified system of cabling or link system. However, there is no universally accepted definition of ICTs considering that the concepts, methods and tools involved in ICTs are steadily evolving on an almost daily basis (FAO, 2021).

As a prelude to other parts of this study, this chapter will discuss the background upon which this study was initiated, the statement of problems that led to this study, the Aim and Objectives of the study. Others are Significance of the study, Scope of work, Research hypothesis and questions, Limitations of the Study and Definition of technical terms.

1.2 Background of Study

Information and Communication Technology (ICT) may be viewed in different ways. ICT includes all forms of technologies such as internet, computers, websites, telephones, mobiles, wireless devices, networks, hardware, software and telecommunication equipment (Latu and Koh, 2007). The author posited that IT is simply about sharing and having access to data with ease. It is regarded as the super highway through which information is transmitted and shared by people all over the world. Nigeria as country has numerous business and investment potentials due to the abundant, vibrant and dynamic human and natural resources it possesses. The performance and effectiveness of entrepreneurs in the country as an instrument of economic growth and development has long been under scrutiny.

The success or failure of any government is often evaluated on the performance of its work force especially public service organizations who relate directly with the people on a daily basis. In recent times, there has been a new proclivity towards public sector reform around the world. This trend is primarily driven by citizens, who are placing new demands on their governments in the area of efficiency, accountability, transparency and better service delivery (Edward and Charles, 2014). Therefore, the preoccupation of many countries in recent time is how to reposition their public service for effective and efficient service delivery. Consequently government of nations have taken it upon themselves to carry out various reforms in the public sector by redesigning the structures, systems and processes to improve the delivering of services to their citizens (Adeyeye & Aladesanmi, 2010 cited in Ewuim, Igbokwu and Nkomah, 2016:13).

In confronting these problem of red tapism, inefficiency, ineffectiveness of public organizations etc, information communication which is the lubricant which organization runs on and various technological innovations which is aimed at making task fast and less stressful has attracted scientific attention round the world. As defined by Jackson (1998), a strategic information system is that which helps an organization create value by enhancing its ability to achieve its strategic goals (as cited in Osibanjo and Damagum, 2011). In order words, the focus is to make public service organizations efficient and effective towards societal demands which are also a major problem in Third World countries.

Therefore, it is on this premise that Osibanjo and Damagum(2011) observe that activities’ relating to Information and Communications Technology (ICT) has experienced an unprecedented evolution, leading to increased sophistication in both computer hardware, and software and the emergence of high technology driven communication facilities such as the Global System Mobile (GSM) phones, the Electronic Mail (Email), and the Internet.

The Nigeria government has since 2001 taken noticeable steps to put the country on track in the area of ICT development and utilization in governance. In March 2001, the Nigeria government launched her National Information Technology Policy and thereafter, began the implementation with the establishment of National Information Technology Development Agency (Edward and Charles, 2014).

The advent and deployment of Information Communication Technology (ICT) in Nigeria public service present opportunities for its use to facilitate effective service delivery as many countries have embraced it as a way forward (Ewuim, Igbokwu and Nkomah, 2016). However, prior to the introduction of information communication technology in the Nigerian government ministries, departments and agencies, it has been seriously criticized for lack of efficiency and effectiveness. This is what has prompted the introduction of ICT advancement on how tasks are done in public organizations. However, the indept evaluation of how it has affected the performance of public organization over the years has been a major concern considering the quantum of resources that has gone into it. It is on this note that this study seeks to investigate the intricacies of ICT and public service organization in Lagos State Waste Management Agency.

Therefore, in Nigeria where the research was carried out, the activities that was conducted is to know the Effect of Information and Communication Technology on the Performance of Public Service Organisations.

1.3 Statement of Problems

Investigation revealed that the problem with the public service in developing countries is synonymous with one another, a visit or engagement with the Nigerian public service has been popularly characterized with criticism, it has in most cases left empirical experience of inefficiency, ineptitude, ineffectiveness, staff lackadaisical attitude, red tapism, corruption etc. Ewuim et al., (2016) further argue that public service delivery in Nigeria has been described as poor, inefficient and ineffective. It is often subject of ridicule because of its rigidity. There are problems of corruption, transparency and accountability, high cost of administration and wastage.

The challenge associated with Information and Communication Technology is maintenance and servicing of these machines. All these machines are manufactured in highly technologically advanced countries such as France, Japan etc. The user nations such as Nigeria lack the expertise and technical know-how to maintain and service the machines. When these machines break-down, the business can no longer use them and the operations of that business are greatly impaired.

Another great problem is that the Information and Communication Technology is an ever-changing sea. The rate at which the manufacturers and producers turn out these machines overwhelms stakeholders in the business world. As new discoveries are made, new machines are manufactured with their attendant different operational procedures. This keeps stakeholders on their toes as they are un-sure about what is to replace the present machines.

1.4 Aim and Objectives of Study

The aim of the study is to investigate the Effect of Information and Communication Technology on the Performance of Public Service Organisations. In achieving this aim, the following specific objectives were laid out as follows:

1. To identify the factors impacting Information and Communication Technology on Public Service Organisations;
2. To examine the effect of information technology on the operations of public organizations;
3. To investigate the effectiveness of public participation on electronic service delivery; and
4. To examine the effect of information communication technology application on the performance of public sector employees.

1.5 Research Questions

The study came up with research questions so as to be able to ascertain the above stated objectives. The specific research questions for the study are stated below as follows:

• What are the factors impacting Information and Communication Technology on Public Service Organisations?
• What is the effect of information technology on the operations of public organizations?
• What is the effectiveness of public participation on electronic service delivery?
• What is the effect of information communication technology application on the performance of public sector employees?

1.6 Research Hypothesis

In order to pursue the objective of this study, the following generalized statements have been designed to guide and aids in obtaining the result for the experiment to be conducted. For this work, the null hypothesis will be represented with H0 while the alternative hypothesis will be represented with hypothesis H1.

Hypothesis One

• H0: Information technology does not significantly affect operations of public organizations.
• H1: Information technology significantly affects operations of public organizations.

Hypothesis Two

• H0:Public participation is not significantly affected by electronic service delivery.
• H1:Public participation is significantly affected by electronic service delivery.

Hypothesis Three

• H0: Information communication technology application does not significantly affect the performance of public sector employees.
• H1: Information communication technology application significantly affects the performance of public sector employees.

1.7 Significance of Study

The important of this study cannot be overemphasized, especially at a time when the performance of public sector organization has been a thing of concern compare to how public service organizations function in other part of the world. Therefore, the following are those who this work seeks to benefit.

Public: This study will be a template for those who may be interested in the subject of discourse as a basis for knowledge. It will also serve as a basis for further academic research on the topic being investigated.

Government Ministries, Agencies and Departments: The study will also serve as a template for confronting various problems in government and learn how to effectively and efficiently entrench ICT to aid and maximize effective and efficient performance. It is pertinent to note that the study will also be useful for private organizations who may want to study the challenges and how it can be confronted in order to improve organizational performance.

The outcome of the study will be a template for requisite legislation on how to move the public sector forward and a basis for policy making for development agencies.

This study will also be of immense benefit to other researchers who intend to know more on this study and can also be used by non-researchers to build more on their research work. This study contributes to knowledge and could serve as a guide for other study.

1.8 Scope of Study

The scope of the research focuses on the Effect of Information and Communication Technology on the Performance of Public Service Organisations using Lagos state waste management authority (LAWMA) as a case study. This will help the researcher to deduce and evaluate the impact of technological innovations on the operation of this organization. Specifically, the research will explore issues related to electronic service delivery or e-administration on public participation.

1.9 Limitations of the Study

During the course of this study, many things militated against its completion, some of which are:

1. Time Constraint: The time frame given to accomplish this project was very short due to school academic calendar and it was carried out under pressure which made the researcher not to implement some necessary features.
2. Research material: availability of research material is a major setback to the scope of the study.
3. Frequent power failure: This made the researcher append more money on fuel to ensure sustainable power.
4. Financial Constraint: Insufficient fund tends to impede the efficiency of the researcher in sourcing for the relevant materials, literature or information and in the process of data collection (internet, questionnaire and interview).

1.10 Definition of Terms

Owing to the multiplicity of meanings of words in certain cases, the research needed to give certain words used in the study their contextual meanings.

Public Service Organization: It can be referred to as an organization of government that offers direct service to the people within a system.

Performance: This simply refers to the effectiveness or efficiency of a particular organization i.e it entails the measurement of the result of an organization against target goal.

Information Communication Technology: ICT is a generic concept that refers to all form of technological innovations like telephone, internet, television and email.