ICT Framework for Service Delivery in Uganda’s Local Governments

Abstract

Information and Communication Technologies' (ICT) in this study was used in its broadest sense to refer to a variety of tools, all of which make it possible to improve the management of information and improve dialogue between individuals and groups. The study took place in Tororo district with an aim of investigating the effect of ICT adoption on service delivery. This involved establishing the ICT literacy levels, examining the service delivery mechanism, determining the relationship between ICT and service delivery and proposing a framework for ICT adoption in Uganda’s Local Government. The qualitative and quantitative research approaches were used. The former was used to investigate the service delivery mechanism in Local Government, ICT literacy levels, while the latter method was used to establish the relationship between ICT and service delivery. Findings showed that the majority of employees were males, and had basic computer knowledge. Further, the study showed that there is a strong inverse linear correlation between ICT and service delivery. The study recommends that Local Governments should invest more on ICT systems so as to strengthen ICT usage. This will in turn strengthen quality of services delivered. Local Government employees should be trained in order to equip them with modern ICT skills. The study finally proposed a framework for ICT adoption starting with Tororo District Local Government (LG).