The diffusion of social informatics in the civil service work environment in KwaZulu-Natal
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Date
2011
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University of Zululand
Abstract
ICT is a compound term that is used to refer to the convergence of a wide array of new
technologies presently being developed and used in the creation, processing and transmission
of information. Broadly speaking, these technologies encompass all aspects of data /
information recording, handling and transmission, and include computers,
telecommunications, satellites, fibre optics, video-based multimedia applications, automated
speech outputs, and electronic broadcast technologies. The public services referred to in this
study are government departments, and they are responsible for servicing society, devising
policies, and ensuring that they are implemented. The civil servants referred to in this study
are government employees.
The focus of this study was to examine the use, types, interaction, and availability of ICTs in
four government departments in KwaZulu-Natal, South Africa, in the context of work
productivity and creativity. In order to achieve the stated aim, the following research had to
be answered: What types of ICTs are available in government departments? What problems
are experienced by the civil servants in their utilization of ICTs? How can the education and
training needs of the civil servants be addressed? To what extent are ICTs used by the civil
servants in their work activities? What strategies and solutions can address the problems
faced by the civil servants?
This study adopted mixed methods where aspects of both quantitative and qualitative
approaches were employed. The quantitative method was used to solicit information from the
civil servants, while the qualitative approach was used in the review of different social
informatics studies. The literature review was undertaken across a broad spectrum of sources including conference papers, journals, government policy documents and several Internet
sources.
The study used multistage probability sampling to select the elements for the survey and to
achieve the desired representation from the population. Probability samples helped the
researcher acquire a demonstrable degree of reliability and validity. The sampling techniques
used were simple random, systematic, and stratified sampling. Simple random sampling was
first used to identify government departments in the province that have considerable reach
and are service intensive, namely the Departments of Arts and Culture, Home Affairs,
Education, and Health. Secondly, systematic sampling was used to select suitable district
municipalities. This sampling technique was used in order to increase the chances of
obtaining a representative sample and to prevent bias in the selection process. The initial
starting municipality in this technique was selected randomly and every second district
municipality from a list was selected thereafter. The departments were selected from the
following district municipalities: uMgungundlovu, uMzinyathi, Zululand, uThungulu and
Sisonke.
The first stage of stratified sampling consisted of the division of the service area into rural
and urban based areas. In the second stage, stratification of personnel in the selected
departments into top, medium and lower level management was done. This was to ensure that
all the levels of management were represented in the study. In the last stage, a simple random
sample was used to select the sample elements from the different levels of management.
Government departments in South Africa have a well defined organogram such that the
number of managers is almost equal across all departments. A sample size of 20 % of the
population elements was used and this resulted in 65 personnel being selected from each
ministry and a target sample of 260 managers. A questionnaire was used to collect quantitative data. The data collected was analyzed using thematic categorization and
tabulation, and the findings were presented descriptively.
The findings show that a variety of ICTs have been adopted in the sector. All the civil
servants surveyed indicated that they used ICTs to communicate with fellow colleagues, for
spreadsheet purposes, word processing, printing, and to disseminate departmental
information. The respondents’ level of interaction with some of the ICTs, such as e-mail,
personal computers, Internet, printers and telephones, was very high, while the use of ICTs
such as video conferencing, television and radio was very poor. The most common obstacles
to the effective use of ICTs in government departments were found to be lack of skills /
competence, the lack of a comprehensive ICT policy, and the lack of proper planning for the
adoption and diffusion of ICTs in the sector. The civil servants particularly voiced the need
for training on database searching and information retrieval. The contextual conditions that
need to be adapted in order to improve the use of ICTs in government departments include
the need for adequate and well structured planning; an introductory a comprehensive ICT
policy that would provide sufficient frameworks for ICT development and/or use in the
public sector; provision of proper and sufficient ICT infrastructure; funding for the purchase
of all necessary facilities and resources for ICTs; and the training of staff on how to use ICTs.
The issue of planning revealed here is very important as embarking on any new innovation
requires adequate planning. Other recommendations include training sessions for civil
servants so that they can use the acquired ICT knowledge and skills in their daily work and
activities. Where necessary, the government should continually review the ICT training it
offers to civil servants, especially considering the rate of developments in the ICT industry.
A good policy would also provide sufficient frameworks for ICT development and/or use in
government departments, for instance in areas of strategizing implementation, staff development and communication. Policies to foster the uptake of ICTs are insufficient.
Moreover, policies specific to ICT diffusion and use will not, on their own, lead to stronger
performance; they should be part of a comprehensive set of actions to create the right
conditions for growth and innovation. The diffusion and adoption of ICTs in government
departments require expertise at various levels. The South African government is still
working on putting together a comprehensive national ICT policy that would guide ICT use
in the country.
Description
Thesis submitted in fulfillment of the requirements of the award of the Degree of Doctor
of Philosophy (Library and Information Science) at the University of Zululand, South Africa, 2011.
Keywords
Informatics