The impact of information technology on service delivery : a case study of Gaborone Technical College (GTC)

Abstract

The purpose of this study was to establish the role and impact of information technology (IT) in service delivery: a case of Gaborone Technical College. In this study an attempt has been made to show how IT is used as a strategic tool to improve service delivery and how it is rapidly becoming a necessary ingredient for achieving quality within the service sector. The study adopted both qualitative and quantitative approaches, where qualitative information was captured through open ended questions in the questionnaire and quantitative data was captured through closed ended questions. Subjects in this study comprised of students and lecturers of the Gaborone Technical College. Convenience sampling which is a non-probability design was used to select the respondents, whereby respondents were selected based on their availability and accessibility to the researcher as well as their willingness to take part. This method was used because it is both cost effective and economical to the researcher. The findings of the study revealed that investment in IT has a positive impact on service delivery especially for teaching , examination processing, student registration, assignments and even communication within the Institution between the students and lecturers.