Effects of the Use of ICT on Public Administrator’s Service Delivery: A Study of Edo Specialist Hospital Benin City, Edo State, Nigeria

OGBEIDE Frederick, Ph. D1, Mr. ENABUNENE Osazee Israel2, and EVWIEKPAMARE Fidelis Olori, Ph.D.3
1Department of Political Science and Public Administration, Faculty of Arts, Management and Social Sciences, Edo State University, Uzairue.
2Lecturer Department of Public Administration, Shaka Polytechnic, Egba Campus, Benin City, Edo State.
DOI: https://doi.org/10.51244/IJRSI.2023.10707
Received: 08 June 2023; Revised: 23 June 2023; Accepted: 29 June 2023; Published: 31 July 2023

Abstract: The study focused on effect of information and communication technology (ICT) on service delivery in Nigerian public service industry using Edo State Specialist Hospital as a Case Study. The study is empirical and data were collected through questionnaire which was conducted among 102 respondents. The research work investigates the effects of Information and Communication Technology (ICT) on public service delivery in Nigeria. The data generated were analyzed using frequencies and simple percentages and the hypothesis tested via Chi-square (X2). The study is situated on public choice theory and Weber’s bureaucratic model. The study reveals that the availability of technological facilities within the study area significantly improve the Quality of Service Delivery in the Edo State Specialist hospital. Also, the respondents indicated that technology has significantly affected service delivery in the study area, reduced mortality and fatality rate and, improved customer service, in the usage of the various available technological facilities. Consequently, the research recommends that hospital workers should improve on their skills on the handling of new technological equipment and facilities and also ensure the effectiveness and efficiency of these facilities. Managements of the study area should ensure regular maintenance of these technological facilities in order to ensure maximization. The study concludes that power is a major factor affecting use of ICT in the hospital.

Keywords: Hospital, public service delivery, information communication technology, power

I. Introduction

The impact of information and communication technology (ICT) on public administration service delivery cannot be overstated. The hub of public service delivery is public administrators. Every aspect of society is affected by it. Its reach extends from the womb to the tomb, and it embraces every component of society, including agriculture, transportation, government, administration, engineering, finance, health, and so on. According to Omotosho and Ayegba (2019), the use of ICT in many areas of the world economy has been beneficial, and it is believed that the application of computers and technology would improve good health care at an inexpensive rate.