The Importance of ICTs on Service Delivery at MTC, Namibia

Abstract

The purpose of the study was to examine the effect of information and communication technology on service delivery in the Telecommunications industry. A descriptive survey research method was used as it helped the researcher to determine how the use of ICTs can improve service delivery at MTC, Namibia. Findings showed that variables of information and communication technology have positive effect on service delivery. Therefore, the study concluded that training collectively with changes in corporate policies and support, can result in better service delivery. It was recommended that employees have to acquire skills on how to use computers and communication software in order to offer efficient services. It is vital for the Telecommunications sector to foster digital opportunities by enhancing the use of ICTs to improve service delivery. Barriers to be overcome are no longer only technological but also educational, cultural and linguistic in nature. With that in mind, neglecting to invest sufficiently in human capacity may result in clientele dissatisfaction.