The Utilisation of Information Communication Technology (ICT) on Governance: A Case Study of Gokwe South District, Midlands Province, Zimbabwe

Abstract

This study examined the utilisation of information communication technology in service delivery. This study was prompted by the realisation that Zimbabwe in the last decade experienced rapid growth of the information communication technology sector (ICT) particularly the role of mobile phone and broadband technology. The total number of active mobile phone sim cards in the country is approximately 15.6 million, which means that there are more mobile phones than the total population (about 14 million people). Mobile phone and internet penetration in the country stands at 96% and 48%, respectively. Despite the increase in mobile phones research evidence shows that very little has been written on the utilisation of information communication technology service delivery especially the in rural areas. It is in this context that the study used a case study approach to examine the utilisation of ICT in service delivery in rural Gokwe South. Using both qualitative and quantitative methods with interviews with key informants, as well as questionnaires, data was collected from rural communities and local government actors in the district, as well ICT service providers and regulators who operate in the research area. The major finding of the study was that despite the high ICT coverage in the district, its potential to improve service delivery remains largely underutilised. The research showed low levels of local community’s participation in making decisions regarding ICT service delivery. However, informants agreed that the spread of ICT provided them with an opportunity to actively participate but they characterised their participation as tokenistic. The low level of citizen participation negatively impacted on service delivery. The research findings further revealed that the provision of ICTs and full participation of local actors and inclusion of local actors in decision making would boost the growth and financial capacity of the district. The study therefore recommended the need to sensitise local government officials, service providers and regulators on the importance of citizen participation and their inclusion in local governance decision making if meaningful development was to be realised.