INFORMATION TECHNOLOGY AND SERVICE DELIVERY IN NIGERIA
Abstract : The covid-19 pandemic intensified the deployment of technology in Nigeria, particularly in the realm of public service delivery in Nigeria. While this has brought series of benefits, there are equally some factors undermining the utilisation of the full potential of new technologies.
This study focused on the effects of the deployment of technology on tertiary education in Nigeria. The study made use of both primary and secondary data and found that technology has had a substantial impact on how curriculum is delivered at tertiary institutions in Nigeria.
This has redefined the modes of teaching, the expansion of access to information, the enhancement of learning experiences, fostering collaboration, and the development of critical skills. Other benefits included the breaking of geographical barrier to study, encouraging work and learn for economically disadvantaged learners through various course delivery apps such as Zoom, Google class, among others.
It however identified certain challenges such as inadequacy of internet facilities, erratic power electricity supply, high cost of internet access among others as factors undermining the benefits of technology in tertiary education in Nigeria.
In Nigeria, existing IT systems play a pivotal role in enhancing service delivery across various sectors. Government services are increasingly accessed through robust online portals and e-government platforms, facilitating processes such as tax filing, business registration, and public service applications.
In the healthcare sector, Electronic Health Records (EHR) systems and telemedicine platforms are improving patient care by providing accessible medical records and remote consultation options.
The financial technology (fintech) sector has seen significant growth, with mobile banking and digital payment systems expanding financial inclusion and making transactions more efficient. Educational institutions leverage Learning Management Systems (LMS) and e-learning tools to deliver remote education and training.
Meanwhile, customer service is enhanced through advanced CRM systems and chatbots, providing timely support and information. Despite these advancements, challenges such as infrastructure deficits, cybersecurity concerns, and a digital divide remain, impacting the overall effectiveness and reach of these systems.
Infrastructure Deficiencies: Many areas in Nigeria suffer from inadequate IT infrastructure. Poor internet connectivity, unreliable power supply, and limited access to modern technology can hinder effective IT service delivery.
High Costs: The cost of acquiring and maintaining IT systems and infrastructure can be prohibitive for both public and private sector organizations. This includes the cost of hardware, software, and training.
Skill Gaps: There is a significant shortage of skilled IT professionals in Nigeria. This skills gap can limit the effective implementation and maintenance of IT systems.
Cybersecurity Threats: Nigeria faces considerable cybersecurity challenges, including cyber-attacks and data breaches. Weaknesses in security measures can compromise sensitive information and undermine trust in IT services.
Since the year 2001, there has been a revolutionary growth in the telephony industry which is a major branch of information technology in Nigeria. This is expected to have permeated the health care institutions with significant positive impact on health care service delivery.
Two years after the introduction of GSM in Nigeria, conducted an interview among medical practitioners in some Nigerian teaching hospitals to find out the current level of utilization of telephones for health care service delivery.
They noted that medical experts use their personal mobile phones to facilitate patient care at their own expense. Neither the government nor hospital management had taken up the responsibility.
Currently, the number of GSM service providers in the country has increased significantly and all of them keep rolling out several service options or packages including internet services with varying benefits to attract customers (Agboola, 2003).
Enhanced Efficiency: IT systems streamline processes and automate tasks, reducing manual workload and increasing operational efficiency. This can lead to faster service delivery and reduced turnaround times.
Improved Access: IT solutions can enhance accessibility to services, especially in remote or underserved areas. Online platforms and mobile applications allow users to access services without needing to travel to physical locations.
Increased Transparency: IT systems can improve transparency by providing better tracking and reporting mechanisms. This helps in monitoring service delivery and reducing corruption by ensuring that processes are more transparent and accountable.
Cost Savings: Automation and digital processes can reduce operational costs associated with paper-based systems and manual procedures. Long-term savings can be achieved through reduced administrative overheads and more efficient resource utilization.
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