Public officials’ perception of Information and Communications Technology Usefulness in South African Social Security Agency

Abstract

This research report explores factors that affect Information and Communications Technology User Satisfaction in the Public Sector in South Africa. With the help of the literature cited in this report, the researcher arrives at an empirical conclusion that there are six factors that affects user satisfaction in the public sector in South Africa. These are Leadership Support, Knowledge, Skills, Technology and Innovation, Communication and Quality Service Systems. Through the study of 151 respondents from different levels of South African Social Security Agency offices in Gauteng, the researcher concluded that there is certainly a link or similarity between the above listed factors and government policy on customer orientation guide lines commonly known as Batho Pele principles This study contributes towards encouraging Information and Communications Technology management and practitioners in the public sector to acknowledge factors that affect user satisfaction in their respective government departments. In applying/implementing Batho Pele principles, it is expected that the factors that affect user satisfaction will be positively influenced in the interests of improved service delivery to the citizens of the country