UNIVERSITY OF KWAZULU-NATAL
SCHOOL OF INFORMATION SYSTEMS AND TECHNOLOGY MComm (Information Systems & Technology) Research Project
Researcher : Vusi Mhlongo (084 236 5034) Supervisor : Prof Manoj Maharaj (031 260 8023)
The role of information systems integration in achieving Batho Pele within the KZN Provincial Public Service
The objective of this questionnaire is to gather information that will be used to establish the impact of Integrated Information Technologies in achieving Batho Pele within the KZN Provincial Public Service. Simply stated, Batho Pele is an initiative to get public servants to be service orientated, to strive for excellence in service delivery and to commit to continuous service delivery improvement. It is a simple, transparent mechanism, which allows customers to hold public servants accountable for the type of services they deliver.
The aim of this study is to establish whether integrated systems can enhance the levels of service at local government. The study attempts to address the following research objectives:
• To examine factors impacting on the delivery of service at Provincial local government.
• To determine the importance of integrated systems in improving the delivery of service at Provincial local government.
• To establish how strategic alignment between integrated systems and Provincial local government strategic objectives can improve service delivery.
• To establish the problems associated with IT/IS in improving service delivery.
• To make recommendations to improve service delivery through integrated technology.
There is no right or wrong answer, and answers will remain confidential. I thank you for your valuable time and effort.
108 INSTRUCTION: Mark with [√] on the appropriate box.
SECTION 1: PERSONAL PARTICULARS
1.1. In which KZN Local Government office do you belong to?
Provincial KZN CoGTA (Head Office) Regional Office (s)
1.2. Gender Male
Female
1.3. Which race do you belong to?
African Asian Indian Coloured
Other….(Specify)
1.4. Which of the following age brackets do you belong?
1. Under 21 years 2. 21 – 34 years 3. 35 – 44 years 4. 45 – 54 years 5. 55 and above
109 1.5. How long have you been employed by the KZN Provincial Local Government?
1. Less than 1 year 2. Between 1 – 5 years
3. More than 5 years and above
SECTION 2: BATHO PELE Batho Pele Principles
The below-mentioned grid represents principles of Batho Pele. Please tick in the appropriate box on how important is the Batho Pele principle, with five (5) very important while one (1) least important.
Batho Pele Principles 5 4 3 2 1
1. Consultation
Citizens should be consulted about the level and quality of the public services they receive and, wherever possible, should be given a choice about the services that are offered.
2. Service Standards
Citizens should be told what level and quality of public services they would receive so that they are aware of what to expect.
3. Value for money
Public services should be provided economically and efficiently in order to give citizens the best possible value for money.
4. Information
Citizens should be given full, accurate information about the public services they are entitled to receive.
5. Access
All citizens should have equal access to the services to which they are entitled.
110 SECTION 3: SERVICE DELIVERY IMPACT
The following values have been provided for you to mark with [√] next to the appropriate answer. Please tick in the appropriate box.
Service Delivery Impact
Strongly Agree Agree Uncertain Disagree Strongly Disagree
1. Employees understand “Batho Pele”
principles to improve the level of service KZN Public Service.
2. KZN Public service employees are committed to perform their duties and responsibilities.
3. Performance Review on employees can improve Service Delivery.
4. KZN Public service employees are working according to standard operating procedures (SOP).
5. Good working condition increases job satisfaction thus improving service delivery.
SECTION 4: IMPORTANCE OF INTEGRATED SYSTEMS
The following values have been provided for you to mark with [√] next to the appropriate answer. Please tick in the appropriate box.
Importance of integrated systems
Strongly Agree Agree Uncertain Disagree Strongly Disagree
1. The applications system can communicate with other Administration systems within KZN Public Service.
2. Integrated IT systems increase KZN Public Service organizational performance and efficiency.
3. KZN Public service employees are adequately trained to manage and control operational systems.
4. Integrated systems save time and money.
5. Integrating IT Systems will provide for a higher quality working life within KZN Public Service
111 SECTION 5: STRATEGIC ALIGNMENT
The following values have been provided for you to mark with [√] next to the appropriate answer. Please tick in the appropriate box.
Strategic alignment
Strongly Agree Agree Uncertain Disagree Strongly Disagree
1. The IT systems are adequate and address all local government requirements for KZN Public Service.
2. KZN Public service employees are aware of strategic objectives of public services.
3. Information systems implemented are aligned to KZN Local government objectives
4. Applications system deployed are measured against strategic objectives.
5. Applications system should have Management reporting capability on strategic decision making for Senior Management
SECTION 6: PROBLEM ASSOCIATED WITH IMPLEMENTING IS&T
The following values have been provided for you to mark with [√] next to the appropriate answer. Please tick in the appropriate box.
Problem Associated with Implementing IS&T
Strongly Agree Agree Uncertain Disagree Strongly Disagree
1. The IT systems are user-friendly and easy to operate
2. IT Users are trained to use application systems provided for KZN Public service.
3. End-users are involved at the early stages of technology implementation.
4. The KZN Local Government has enough technical support to manage implemented applications system.
5. The KZN Local Government recruits qualified IT personnel.
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