INFORMATION AND COMMUNICATION TECHNOLOGY (ICT) AND SERVICE DELIVERY IN AKWA IBOM STATE POLYTECHNIC, IKOT OSURUA

Abstract The application of Information and Communication Technology (ICT) in public administration / institution has taken a new dimension as it has become the strength and driver of an efficient service delivery. Thanks to ICT, issues of accountability are addressed through the provision of various levels of information for citizens and public confidence is built in bureaucrats. The essence of this research was to establish the relationship that exists between ICT and services delivery, especially in the case of Akwa Ibom State Polytechnic, Ikot Osurua, Nigeria. Nonetheless, the study highlights certain issues that limit the reach of ICT in the institution which include poor internet connectivity, broken down computer systems, inadequacy of ICT trained personnel, resistance from the staff among other factors. This study was framed within the perspective of Communication Theory by Karl Deutsch (1952) where individuals are communicators at all times since sharing and receiving information occurs in all situations in society. It involved an investigation of the historical and descriptive prospects of the case concerning the problem under scrutiny. Content analysis primarily provided information in the study. The results of the research indicated that one of the variables under investigation, ICT use, and service delivery, are not only positively related but its application in the institution studied showed potential benefits. Furthermore, in connection with the evidence, it was found that the use of ICT has the best chance of facilitating the need for transparency and accountability by the implementation departments. The majority’s viewpoint based on the findings is that the use of ICT will comprise meaningful counseling and guidance as well as develop proper systemic structures for monitoring and evaluation of efficiency in the delivery of services. A point put forward was that the government should come up with ways to improve ICT services by making them more robust and provide I. C. T skills to individuals working in organizations so that they would be used efficiently within the operations of the Akwa Ibom State Polytechnic.