Digitalisation of Administrative Processes at Midlands State University in Zimbabwe

Abstract

The purpose of the research was to assess the adoption and implementation of digital systems in the performance of administrative duties at Midlands State University. The study adopted the qualitative research design in a case study using open ended questionnaires and interviews as data collection instruments. A sample of 30 employees was selected to complete the open-ended questionnaires, with interviews set for the administrators, management and postgraduate students. The sample was drawn from a population of 100 university members comprising of administrators from the different departments of the university, management, students and systems designers. Purposive sampling and convenience sampling were used to draw the sample. The data collected was divided into five categories, namely demographic information, user capacity, perceived benefits of systems, perceived challenges and the perceived critical success factors for the adoption of digital systems. The background of the study reviewed up to the global level of digital systems adoption and implementation. Key findings highlighted that the spread of digital adoption and use indicates a low average due to several factors amongst them, low management support, insufficient budgets and expertise. The availability of ICT at the institution is not improving service delivery as digital systems are yet to be fully utilised. There is lack of management support which results in low skills rate in which the respondents indicated that the funds are not adequate and digital systems trainings are non existent. The recommendations made included the need to have continuous digital systems use training for effective adoption and implementation. There is also need to have a digital strategy and budget as conduits for full adoption and implementation. Key findings highlighted that there is non-adoption and implementation due to lack of management support largely and digital implementation budgets. Implications of the findings relates to an adoption of a digital strategy and digital budget for complete adoption and implementation. Further studies may need to focus on developing an adoption model which universities may use as a guide to fully digitalise and follow step by step in the adoption process. Key Words: