THE EFFECTS OF INFORMATION SYSTEM ON SERVICE DELIVERY: THE CASE OF ETHIOPIAN DOCUMENTS AUTHENTICATION AND REGISTRATION AGENCY

Abstract

Information system is clearly considered as a key growth area in this century, specifically, in a dynamic and highly competitive business environment which requires utilizing advanced IT tools. And organisations are increasingly using different information systems to develop solutions to business problems, to improve both the efficiency and effectiveness of the decision-making process, to enhance productivity and service quality, to achieve dynamic stability, and compete for new markets. Hence, this study is to examine the effect of information system on service delivery of the Ethiopian Document Authentication and Registration Agency. The proposed design approach asked participants to respond to a self-reported questionnaire, components of information systems as the independent variable, and service delivery as the dependent variable. Factor analysis was performed to identify the Agency's IS with service delivery performance to tested. The study population consisted of three branches of the Ethiopian federal document authentication and registration agency out of fifteen braches. From these, 82 employees and 3 managers of the three branches were chosen. The hypothesis to test variables of the study was absorbed in a questionnaire with Cronbach’s alpha coefficient of 75% and was prepared based on a number of measures related to the subject of study. Ranges of methods were used to analysis statistical data, and the results were extracted using SPSS. The regression analysis results indicated a positive and statistically significant association between IS and service delivery. Based on this, we recommend the agency to work more on the system security issues and use IS as astrategic tool to enhance the performance of service delivery and expand their empirical knowledge in the context of public service delivery sectors in Ethiopia.