Bridging digital gaps in a mobile device age: Evidence from community telecentres in Ghana

This study explores the usefulness of Community Information Centres (CICs) amidst growing ubiquity of mobile phones. It examines how CICs can play a complementary role to personal mobile phones, specifically in facilitating access to information that translates into social and economic progress. This study was guided by an Integrative Model of Digital Engagement and Impact (IMDEI) employing selected constructs from three dominant theories namely the Uses and Gratifications Theory (UGT), Diffusion of Innovation (DOI) theory and Technology Acceptance Model (TAM). Through a quantitative research design, 500 respondents from 10 CICs were surveyed with 451 valid responses returned. SPSS and SmartPLS software version 25.0 were used to process and analyse the data collected. The findings indicate that although mobile phones are suitable for simple tasks, complicated tasks are better performed in CICs, suggesting a complementary nature of the two (2). The study recommends that future telecentre initiatives adopt models of co-location, which are so far lacking in the Ghanaian case. Moreover, the paper discusses the implications of increased information availability, which allows CICs to widen the scope of services and involve more citizens in their operations, thereby enhancing involvement in activities. The research also discusses the implications of universal service on a wider scale, challenging the adequacy of current service definitions to cater to the needs of heterogeneous communities. The paper concludes that CICs remain an indispensable facility for equitable information access and a source of empowerment, but their success hinges on user participation, adequate policies, and deliberate technology integration. The paper argues for a balanced approach that utilises both mobile technology and CICs to maximize community development and engagement. This study contributes to the ongoing discussion on the role of information access in community development in an increasingly digitalised world.