Methodology Pragmatic Mixed methods Use T-O-E Model Exploratory Sequential (QUAL=Quanty

ADOPTION AND IMPLEMENTATION OF E-GOVERNMENT SYSTEMS IN THE PUBLIC SECTOR IN MALAWI

 

A RESEARCH PROPOSAL

BY

 

 

 

SUBMITTED

[Tuesday, 21 July 2020]

 

 

 

1.      Introduction and Background of the study

The purpose of this study is to explore the adoption and implementation of e-government systems in the Public sector in Malawi. This segment discusses the conceptual setting where definitions and description of e-government will be discussed. This segment also presents the contextual setting of the study by highlighting current situation in public sector, and e-government program in Malawi.

1.1.   Conceptual setting

The development and implementation of E-government has been discussed and defined by a great deal of international organizations and scholars (Joseph & Du Plessis, 2015; Manenji & Marufu, 2016; OECD, 2008; United Nations, 2012; UNDESA, 2018). E-government is a paradigm shift from use of paper, manual filing to online services associated with integrated work flows and documentation in which the public sector operates in terms of values, culture, structure and the manner in which government performs its duties and conducts business (Manenji & Marufu, 2016). E-government’s emphasis is mainly on the use of Information Communication and Technology in all aspects of government operations to constantly improve service delivery, community engagement, reduce corruption, good recordkeeping, reduce costs of operation and enhance democracy by transforming internal and external relations through technology, the Internet, and new media (Bwalya, Du Plessis, & Rensleigh, 2014). E-government is the use of ICT and the government’s application to provide people with information and public services (Kalu et al., 2012; UNDESA, 2018).

1.1.1. Historical Perspective 

The concept of transforming public sector service delivery to the citizens started in 1960s when the Mainframes dominated the Information Technology policies (Holden, 1999). This movement gained momentum with new public management ideology which aimed to reform public entities’ operations to realize public value (National Research Council, 2007), and the advent of internet made this dream realistic. E-government began in the early 1990s following the success of e-commerce (Al-Habshi, 2011) in the business world. For runners in this development include; United Kingdom through the formation of FirstGov-inspired portal (ukonline) which provided information and links to further, more in-depth sites, which assumes the role of search engine (Budd and Harris, 2004; O. R. Ashaye 2010). United States of America FirstGov.gov website which was the child of National Performance Review; In 1993, Iran Developed an information system for monitoring of national projects of high priority, controlling essential processes, and development of president’s MIS at the President’s office. In Africa, Egypt and Mozambique e-government is popularly known with Tax management systems.

Despite e-government being a child-born of the public sector, it has been the private sector which has embraced the creative’ E’ (electronic) in the day-to-day operation of companies that has resulted in greater margins, higher turnover, more productivity and effective customer service delivery (Guma, 2012). As a result, this has spurred the need for the public sector to also implement electronic means of conducting routines in public administration.

1.1.2. Scope of e-government

Different studies have classified e-government into three main areas namely: creation and evolution . Under the third main area, E-government is categorized into four distinct areas namely; government-to-citizen (G2C), government-to-government (G2G), government-to-business (G2B), government-to-Non Governmental Organizations (G2N) (Al Salmi et al., 2016; Damascene Twizeyimana et al., 2018; Tarirayi et al., 2017). G2C delivers services such as tax return, licenses, and bills payment to the public basically across ICT networks and link government with citizens. G2G means the entire transaction of affairs and the relationship between governmental organizations such as federal, state and local or other foreign governments (Joseph, 2013). This include sharing of information or collaborating in implementation of projects on the other hand, the G2B category covers the transaction between public and private agencies and include procurement, auctions, tax payments etc. (Al Salmi et al., 2016; Twizeyimana, Larsson, & Grönlund, 2018b). And finally, G2N

 

1.2.   Contextual setting

This section provides a background of Malawi’s public sector highlighting systems adopted by various government departments in Malawi. Further, the section discusses the e-government programs in Malawi and its current level of implementation.

1.2.1. The Malawi Public Sector

The Malawi Public Service Act (1994) provides for public service administration and management (Tambulasi, 2010). The Act emphasizes on public service management to be based on modern and appropriate management concepts and techniques for the efficient and effective public service delivery (Public Sector Act, 1994). In pursuit of this and that of Vision 2020 aspirations, several public sector departments in Malawi have developed, adopted, implemented and integrated e-government systems  focusing mainly on modernization and improving efficiency of public services to realise socioeconomic development (Makoza, 2013; Malanga, 2016). Examples of such initiatives include; Payroll Management System by the Department of Human Resource Management and Development (DHRMD), Integrated Financial Management Information System (IFIMIS) in the Ministry of Finance; Electronic Case Management Systems (ECMS) in the Judiciary, Machine Readable Passport Issuing System at Immigration department, Malawi Traffic Information System (MATIS) at the Road Traffic Directorate(Chawinga et al., 2020.  However, irrespective of such initiatives, the current performance of the Malawi public service is still low as compared to global trends due to among others inadequate utilisation of technology (Tambulasi, 2010; Public Reforms Policy, 2012; Malanga, 2016; Malawi Public Service Management Policy, 2018).

 

1.2.2. E-Government Program  in Malawi

The initiatives of public sector to use ICTs to improve existing processes and good governance, to build good relationships within civil society, to provide citizens and businesses with more convenient access to online government services, and to increase effectiveness and efficiency in the public sector organizations are collectively known as e-Government initiatives or e-Government program

 

Malawi e-government program presents a scenario where dedicated support has be invested for the proliferation of e-government adoption, implementation and integration across all departments in the public sector (east…). This is evident through a dedicated directorate of specialized professionals mandated in provision of technical support, development of guidelines, standards and infrastructure such as simbanet, Government Wide Area Network in the penetration of e-government initiatives (……..)

 

Malawi government recognize the critical role of ICT in its development agenda (…….). Specifically, the government of Malawi appreciate the critical role and benefits of e-government implementation in achieving a meaning impact in delivering development agenda across all sectors (Reforms Report…. New Public Sector Policy, MGDS III). The government of Malawi has invested over 200 Billion Malawi Kwacha in various e-government projects in Education, Health, Security, Energy to transform the public sector. Research studies

Table 1: E-government systems developed in Public sector (Source: Malanga, 2016)

No.	System developed	Costs (MwK)
1	Integrated Financial Management Information System (IFMIS)	32 billion
2	Malawi Traffic Information System (MALTIS	1.6 billion
3	Personal Property Security Registry System of Malawi (PRSSM)	1.9 billion
4	Judiciary Case Management Information System (JCMIS):	1.5 billion
5	The Payroll and Human Resource Management System	2.2 billion
6	Automated System for Customs Data (ASYCUDA):	5.1 billion
7	Machine Readable Passport Issuing System:	4.7 billion

 

1.3.   Problem Statement

Benefits associated with successful implementation of e-government systems are evident globally. Such benefits include: improved service accessibility, transparent operations, reduced corruption, efficient and effective service delivery mechanisms (Alhammadi & Alhadramy, 2018; Ashaye, 2013, 2014; Bhandari, 2014; Manenji & Marufu, 2016; Proskuryakova, Abdrakhmanova, & Pitlik, 2013; Samson, 2019; Matavire, Chigona, Roode, Sewchurran, Davids, Mukudu, & Boamah-Abu, 2010). Despite the benefits accompanying implementation of e-government systems, these projects are not immune to challenges. Such challenges include: erratic power supply, lack of Management support, Low IT skilled personnel, Lack of legal and regulatory frameworks, Lack of citizen awareness and participation, corruption, Theft and vandalization of ICT equipment, fragmentation of projects and lack of financial support  (Rana, Dwivedi, & Williams, 2012). With such problems at hand a study by Makoza, Ndau, Heeks and Dada (2006) report that the success rate of implementing e-government systems is only 35%. A similar study by Heeks (2003) report that failure rate of such projects is at 85%. Similar findings by Alami (2016), Gauld, Goldfinch and Horsburgh (2010), Gunawong and Gao (2017), and Krishna and Walsham, (2005) from studies done in Egypt report 60% failure rate of e-government implementation. In Malawi, despite government initiative of investing over 200billion Malawi Kwacha, the country still continues to experience same old problems such as: increased corruption, delay services, employee missing on the payroll, long queues, missing files, ghost workers, and increased plundering of public resources ( dubbed as cashgate) as reported some authors (Khunga, 2016; Sangala, 2017; Sangala, 2018; Chimjeka, 2017; Nyondo, 2013; Matonga, 2015).

 

Several studies (Makoza, (2013); Westrup et al., (2018); Malanga et al., 2009; 2016) have investigated the state of affairs in E-government in Malawi but have not investigated factors slowing down the implementation of e-government in Malawi. On the other hand, these studies have not revealed the success rate in the implementation of such. Hence this study would like to determine; what slow down the implementation of e-government systems? Which factors enhance successful implementation of e-government systems? What elements could be improved to increase the success of implementing e-government systems?

 

1.4.   Aim of study

The aim of the study is to investigate the adoption and implementation of e-government systems in public sectors in Malawi.

 

1.5.   Objectives of the study  

The objectives of this study are to:

1. Determine user awareness of e-government initiatives and systems in systems in public sectors in Malawi .
2. Examine the motivation of implementing e-government systems in the Public Sector in Malawi

• Find out the perceived benefits of e-government adoption and implementation in public sector in Malawi.

1. Establish factors that influence the adoption and implementation of e-government systems in public sector in Malawi.

1.6.   Research Questions

In order to address the objectives of this study, the following questions will be asked;

1. What is the current awareness levels of users of e-government systems implemented in the public sector in Malawi?
2. What is the motivation of adopting and implementing e-government systems in the Public sector in Malawi?

• What are the perceived benefits of adopting and implementing e-government systems in the public sector in Malawi?

1. What are the determinants of successful implementation of e-government systems in the public sector in Malawi?

 

1.7.   Justification of the study

E-government provides many benefits and opportunities to developing countries like Malawi including reduced corruption, reduced operational and service delivery costs, promote transparency and accountability etc. (Bwalya, 2011; Bwalya & Mutula, 2016; Heeks, 2016). Studies done in  Malawi (Makoza & Chigona, 2013; Makoza, 2016; Mankhwala, 2017; Mtingwi & Van Belle, 2013; Ngulube, 2007) have provided status,  level and perceived benefits of e-government development. Literature suggest that there are challenges associated with implementation of e-government systems in developing countries like Malawi resulting into a low success rate of only 15% utmost   (Abasilim & Edet, 2015; Abdulkareem, 2015; Ajibade, Ibietan, & Ayelabola, 2017; Harfouche & Robbin, n.d.; Kalu & Masri, 2019; OECD, n.d.; Wahid, 2011; Weerakkody, Dwivedi, Brooks, Williams, & Mwange, 2007; Heeks, 2002, 2008, 2016). Further, the researcher has observed that cases of missing files, corruption (cashgate), lack of transparency and slow and, or poor public service delivery are still rampant even in departments with some form of e-government initiatives. This is despite the fact that the e-government cost billions of public and donor money. The current studies on e-government in Malawi only addresses issues of status and benefits not necessarily on factors that determine the successful implementation and adoption of such initiatives.  This study therefore aims to address this gap through the findings and knowledge generated on the determinants of successful adoption and implementation of e-government in the Public Sector in Malawi.

 

1.8.   Significance of the study

It is expected that the results of this study may provide information to the Malawi Government regarding the current status of e-government projects in Malawi. This information, may be used projects in the public sector as well as guiding tool to other countries with similar set-up and conditions. Further, the findings of this study may inform and guide formulation  and review of various ICT related policies that facilitate the adoption, implementation and integration of ICT systems in Malawi. Finally, the study findings may contribute to the body of literature and field of knowledge by addressing the determinants of successful implementation of e-government projects in Malawi. In addition, the study will validate TOE framework as a model used to examine e-government adoption and implementation at organizational level in the field of Information Systems.

 

1.9.   Scope and Limitation of the study

The study will focus on five public service departments including; Department of E-Government; Directorate of Road Traffic and Safety Services (DRT); Department of Immigration Citizenship Services (DICS); and the Judiciary. The study will solicit perspectives from senior Managers, ICT specialist from departments where systems are being implemented as well as users of such systems. ICT personnel may have a clear knowledge and understanding of many e-government initiatives. Further, the study will rely much on the Department of E-Government, headquarters which coordinates and host systems from departments named above.  It is envisaged that the impact of implementing these e-government is much higher in divisional sections (across the country) of these public sector department under this study. Low response rate is expected considering that the study will be carried out during Covid-19 pandemic period where most of the officers will be busy as well as not available in offices due to lockdown measures.

1.10.                    Preliminary  Literature Review

This section is a collection of seminal work of various distinguished authors who in their works have written about e-Government and its implementation.

 

1.10.1.                 User awareness of e-government services

User awareness of system’s benefits, its credibility and  assurance of their security help in development of positive attitudes about using the systems(Shareef, 2011; Limayem et al., 2007). Choudrie & Dwivedi, (2005) examine the citizens’ awareness and adoption of e-government initiatives in the United Kingdom (UK), specifically the ‘Government Gateway’. The study findings revealed that 78% of the citizens who were not registered on Government Gateway Portal were because of lack of awareness on its availability and its benefits. Sweisi, (2010) Study on factors for successful implementation of e-government services in Libya reported user awareness as one of the main factors for successful implementation of e-government services. The results showed that, as significant number of participants (84.1%) proved to be aware of government services, in respect of each stakeholder, due to the accessibility to computers and Internet. Abdelsadeq, Ismail, & Abdullah, (2014) opines that awareness is an important factor among stakeholders and the citizenry of a country like Libya to have successful implementation and adoption of projects such as e-Government services. Similar findings done in Botswana by Moatshe, (2014), Al-hashmi & Suresha, (2013) reported the critical role of user awareness for the adoption and acceptability of e-government systems by employees and citizens. This is true as observed in a Singapores e-government success story which was achieved through strategic thrusts focused on improving and increasing users reach and richness and that citizen-stakeholder groups involvement and participation in e-government design and implementation improves its success(Chan, Lau, & Pan, 2008). Al-jaghoub, Al-yaseen, & Al-hourani, (2010) study assessing factors which influence the awareness and use of e-Government services in Jordan recommends that should carryout awareness campaigns such as workshops, making visits to different agencies such as schools, universities, companies and media promotions. However, such plans face the challenge of the limited resources available which include budget, qualified personnel, and the culture (Abdelsadeq et al., 2014; Al-jaghoub et al., 2010; Mitrovic & Bytheway, 2009).

 

1.10.2.                 Motivation for implementation of e-government systems

There are several governments across the globe adopting and implementing-government (Moatshe, 2014). These government have made and to continue to make substantial financial and political commitments to establishing e-government as a promising vehicle for improving the services nation-states provide to their citizens and businesses, as well as to other governments both within their borders and beyond (Bwalya et al., 2014). Kalu & Masri, (2019) studied the challenges of e-government implementation in the Nigerian public service. The study reveals that political, economic, social, technological and managerial reasons are the motivating factors behind implementation of e-government systems in the public sector.  Al-Shehry (2006) reporting on the benefits of implementing and adopting e-government in developing countries argued that perceived benefits is the motivation in which various governments continue to invest in the implementation of e-government projects. In his reports, benefits of e-government are categorized into; Technological, Managerial, Political, Social and Financial. However, Al-Mamari, (2015) argues that the motivation to implement and adopt e-government depends on internal and external pressure and its motive is driven by; political motives, Administrative motive, legal rationale, country specific motives, civil society motives, inspectability motive, institutional and economic rationale.

 

1.10.3.                 Perceived Benefits of implementing e-government systems  in the Public Sector

Based on the category of beneficiaries (G2C, G2N, G2B, and G2G), e-government presents a number of benefits. A study conducted by Bakry et al. (2016) established that e-government can help with the collection of additional revenue, decrease cost and corruption, while also ensuring convenience through controls. In Nigeria, a qualitative study by Olusoyi (2014) investigated the benefits of implementing e-government system in Nigeria’s public sector and revealed that the most important benefits of implementing e-government systems are; improving productivity and increasing capacity of government; improving the quality of public service delivery. Mtingwi and Van Belle (2013), Malanga, (2016) Bwalya & Mutula, (2016) and (Bwalya, 2011) report that e-government systems results into reduced operational  costs, increased effectiveness in service provision, and reduced corruption.

1.10.4.  Determinants of E-government adoption and implementation

1.10.4.1. Positive

There are several determinants for e-government systems to be adopted and implemented. These can be both inhibitors and promotors which eventually influence the success story of the adoption and implementation.

Alqahtani (2016) investigated some critical success factors for successful e-government implementation in public sector in Saudi Arabia. The study recognized these factors as technological, environmental and organizational factors which affect the adoption and implementation positively or negatively. Factors such as  ICT infrastructure, institutional readiness, IT expertise, perceived benefits/challenges, Top management commitment, Human resource, financial funding, institutional culture, change management, pressure from donors or politicians, trading partners, and regulatory environment have been identified as key factors for successful e-government implementation (Alqahtani, 2016; Mtingwi, 2012; Mudawi, Beloff and White, 2011; Chui-Yu, Shi &Chun-Liang, 2017; Wairiuko, Nyonje, & Omulo, 2018; Soufiane, & Ibrahim, 2018). A study by Ji and Liang (2016) revealed that financial funding which is an organizational factor is key to successful e-government project implementation.

1.10.4.2. Negative

According to Bwalya, Zulu, Grand and Sebina (2012) inhibitors are those factors that slows down advancement and restrict successful implementation and sustainability of e-government projects Some of these factors include poor infrastructure, poor financing of e-government projects, poor data systems and lack of compatibility, lack of skilled personnel, poor leadership or lack of political will, poor organizational culture, and bureaucracy, attitudes. Furthermore, Ji and Liang (2016) identifies factors such as higher system maintenance and user training costs and poor recruitment hinders adoption and implementation of e-government. Analysis of national budget reveals a declining budgetary allocation to the e-government projects due to among others lack of donor support (Malawi Budget report, 2017; 2018).

 

1.11.                    Theoretical Framework

There are several models used to study the adoption and implementation of IT innovation such as e-government projects in the field of Information Systems. These include; Diffusion of innovation (DOI), Technology-Organization-Environment (TOE), Technology Acceptance Model (TAM), Unified Theory of Use and Acceptance of Technology (UTAUT). However, at institutional or organization level, theories that are used to study adoption and implementation of e-government are DOI and TOE. This study will adopt Technology-Organizational-Environmental (TOE) framework.

TOE was designed by Tornatzky and Fleischer (1990) revealing components of an organisation which affect the adoption and implementation of technological innovations. It is argued that technological, organisational, and environmental contexts, affect the processes of adopting, implementing and using technological innovations like e-government systems (Pudjianto, Zo, Ciganek, & Rho, 2011). These three elements revolve around technological problems, internal and external factors, and organizations processes (Mohamed & Anter, 2018).  The technological context describes the existing technologies in use as well as new technologies available for organisations and refers to both technological equipment and development processes. The organizational context alludes to organizational characteristics and resources including top management support, compatibility, extent of coordination and other factors relevant to technology adoption and implementation. The environmental context consists of the environmental characteristics in which an organization conducts its business, such as industry structure, degree of competition, and regulation. These three contexts influence an organization’s decision to assimilate an innovation (Hue, 2019; Srivastava & Teo, 2010).

 

To address the research questions, this study will use the following variables from TOE framework; 1). Technology constructs: Readiness, Infrastructure, IT expertise and integration; 2). Environment Constructs: Regulatory bodies, Pressure from donors Trading partners and Culture; and 3). Organization Constructs: Perceived benefits, Top management support, Financing and IT Training. Several authors (ALQahtani, 2016; Gonçalves, Nascimento, Bouzada & Pitassi 2018; Wairiuko, Nyonje, & Omulo 2018; Chan, F.T.S., Chong, A.Y.L., & Zhou, L. 2012; Rodríguez-Ardura, I., & Meseguer-Artola, A. 2010; Pudjianto, B., & Hangjung, Z. 2009) have used the framework to study different e-government systems adoption and implementation in government departments and institutions.

 

1.12. Research Methodology

This section provides the methodological framework including the philosophical underpinnings, research design, methods, describe the target population, sampling techniques, data collection instruments/tools, data collection procedures, validity and reliability issues, data analysis tools and ethical considerations of this study this study.

1.12.1.  Research Paradigms

Paradigms also known as philosophical perspectives are a systematic way of generalizing the understandings of the world which form beliefs that guide an undertaking or action (Patel, 2015; Creswell 2014). Literature reveals that there are four major paradigms; Post-positivism, Constructivism, Transformative, pragmatism (O’Leary, 2017; Creswell, 2014; Thomas, 2017).

This study will be informed by pragmatic worldviews which arises out of actions, situations, and consequences rather than antecedent conditions (Creswell, 2013; 2018). It has a strong philosophical foothold in the mixed methods or methodological pluralism camps (Gray, 2014; Creswell and Plano Clack, 2018).

1.12.2.  Research Methods

Research method is a framework for the generation of evidence that suit both a certain set of criteria and the research question in which the investigator is interested (Gray, 2014). According to Creswell, (2013) and Gray (2014) there are three major research methods; Quantitative, Qualitative and Mixed methods. This study will adopt both qualitative and quantitative research methods. The strengths of utilizing both research methods as opposed to two separate methods is that the methods are mixed to provide complementary strengths and non-overlapping weaknesses (Creswell, 2013; Gray, 2014).

1.12.3.  Research Design

Research design is a plan, structure and strategy of investigation in order to obtain answers to research questions or problems (Gary, 2014; Creswell, 2018). This study will adopt mixed methods design. Specifically, exploratory sequential mixed method design utilizing both qualitative and quantitative data to explore and understand factors that determine adoption and implementation of e-government systems in the public sector. The design is appropriate for the study because it will allow a detailed level of analysis to understand adoption and implementation of e-government systems which is a new phenomenon in the public sector (Creswell & Plano-Clack (2018).

1.12.4.  Study population

Population is the total collection of elements about which one wish to make inferences (Gray, 2014; Yin, 2016). In a research study, population consists all the subjects/individuals/possible cases that are to be studied, and who possess certain characteristics and are of interest to the researcher

Table 2: Study Population               N =

_Name of Departments
Participant	Road Traffic	Immigration Department	E-government Directorate	HRMD	Judiciary	Grand Total
Managers	9	13	5	17	7	51
ICT officers	2	2	6	2	2	14
Users	50	50	123	10	22	255
Total

 

1.12.5.  Sampling Techniques 

According to Yount, (2006), a sampling technique is a method of determining the elements in the representative sample. There are several sampling schemes using in both Qualitative and quantitative studies and these include; random sampling, stratified random sampling, purposive sampling, convenient sampling, systematic sampling, The sampling techniques that will be employed is

Sample h

Participants Role	Study Population Size
Managers
ICT Officer
System users
System beneficiary

 

 

1.12.6.  Sample size

1.12.7.  Research Instruments/tools

According to Yount, (2006) and Creswell (2014), research instrument is a measurement tool designed to obtain data on a particular research subject. There are several tools or instruments used to obtain data in both quantitative and qualitative studies. For Qualitative research instruments include; interviews, observation, focus group discussions. In Quantitative studies Questionnaire, Survey, experiments used. This study is adopting Interview guide which will be used to collect qualitative data and Questionnaire which will be used to collect quantitative data. Primary data for the research will be collected through use of Interview guide, and self-administered questionnaires. The tools are explained in the subsequent sections.

a)                           Interview Guide

An interview is a method of data collection that involves researchers seeking open ended answers related to a number of questions, topic areas or themes. Interviews however can be structured, semi-structured or unstructured and this study will adopt semi-structured which according to O’Leary (2017) help researchers to collect all intended and emerging data. In trying to solicit views from managers and ICT Officers in all departments under this study, the researcher will conduct interviews to have perspectives on factors that affect implementation of e-government in public sectors. The interview guide will have four sections: Section A:  demographic details, Section B: Motivation and Benefits for implementing e-government systems in the Public Sector in Malawi Section C: User Awareness of e-government systems Section D:

b)                           Questionnaire

A questionnaire is a research instrument that consists of a set of questions or other types of prompts that aims to collect information from a respondent (Yin, 2016). It is typically a mix of close-ended questions and open-ended questions. A questionnaire may or may not be delivered in the form of a survey, but a survey always consists of a questionnaire. The questionnaire will be divided into four parts: Section A: Demographic details, Section B: awareness of e-government systems Section C: Motivation for implementing e-government systems Section D: Benefits and factor affecting implementation of e-government systems in the Public Sector in Malawi. The questionnaire will be administered to two sets of users comprising e-government providers; users of the system who use it provide e-government services to citizens or stakeholders and e-government services recipients; beneficiary of the services provided by e-government systems (citizens, etc.).

1.12.8.  Data collection procedures

It is targeted that data from Managers and ICT officers will be gathered on Fridays, which is proclaimed a sports day in government departments, indicating it is less congested. This is to ensure that the respondents are available for the interviews and to maximize the response rate. Appointment will be made with the managers and ICT officers to schedule interview.

 

and eight (8) ICT officers will be interviewed face-to-face. The researcher will seek permission from the respondents to audio tape their answers and additional notes will be written to counteract errors and faults in the equipment. This is in line with Creswell (2014) advice that researchers should always take notes in case audio or video recording equipment fails so as details from interview are captured. All respondents will be asked to give written consent.

1.13. Issues of validity, reliability or trustworthiness

In order to address validity and reliability of the instruments such as trustworthiness, authenticity, and credibility of the study, the following shall be adhered to. This study will pre-test both Interview guide and Questionnaire to ensure consistency and validity of the questions. The study will also triangulate data from interviews and questionnaire to counter check the truthfulness of one group of participants’ responses to the questions posed in the different data collection tools (Creswell, 2014).

The researcher will spend one week at each institution under study during the data collection exercise so as to familiarise himself with the culture of participating institutions and gain a deeper insight of the departments. Creswell (2014) advises that by spending prolonged time in the field, the researcher develops an in-depth understanding of the phenomenon, people and site under study which give credibility to the narrative and informs the researcher’s interpretation of the findings.

In order to achieve trustworthiness of the research study, the researcher will keep an audit trail for the study, in the form of a research journal. Creswell (2014) suggests that qualitative researchers need to document many steps of the procedures of their case studies as possible.

1.14. Data analysis

According to Creswell, (2014) and Gray, (2014) data analysis involves reducing and examining the collected data in order to reveal any relationships, patterns and trends that exist. Regression analysis will be done on the data in order to establish the existing relationships between the study variables. Data summaries will be presented in form of percentages, regression tables and figures.

a)      Qualitative Strand:

The first phase of data analysis will involve reduction process to manage and classify qualitative data collected from Managers and ICT officers using an interview guide. This involves reading through the interview transcripts, developing codes, coding the data and developing themes (Yin, 2016). Thematic content analysis involves analysis of the frequency of the theme to understand the potential of any issue more widely (Yin, 2016). The study will code the data collected into themes and key words before analysis and presentation.

b)      Quantitative Strand

The second phase of data analysis will involve use of descriptive and inferential statistics to analyse quantitative phase of the study. Quantitative data to be collected through questionnaire will be scrutinized, sorted, edited and analysed using SPSS version 25 to generate frequency counts, percentage and descriptive statistics. The descriptive statistics such as mode, mean and frequency will be used to to summarise survey data and measure the degree of association between variables and samples. Further, inferential statistics will be utilised to draw conclusions about the challenges faced when using e-government systems, based on the collected data from the participants in first phase (O’Leary, 2017).

1.15. Ethical issues

All ethical issues will be adhered to in this study. First, the researcher will seek clearance from the National Committee on Research in the Social Science and Humanities, Heads of the targeted public department and Mzuzu University’s Directorate of Research. Anonymity and confidentiality of respondents will be ensured during data collection and reporting of the results as advised by Gary, (2014). Signed consent will be obtained from all the respondents.

1.16. Dissemination of results

The results of this study will be made available through public presentations and publication in a Journal through the Department of Information Science. Copies of the thesis will also be made available through Mzuzu University repository and will be shared with all departments under this study.

1.17. Structure of thesis

The report of this study will be have six chapters and the following structure will be the guided.

Chapter One: Introduction & Background

This chapter will provide an introduction of the study, objectives, specific questions, conceptual framework, preliminary literature review, methodological approaches and rationale to the study.

Chapter Two: Literature Review

In this chapter, comprehensive literature review will be covered. The main focus will be on relevant themes in various empirical and theoretical literature in both print and electronic formats.

Chapter Three: Research Design & Methodology

This chapter will present the research methodology covering pragmatism worldview, qualitative and quantitative approaches, exploratory sequential case study design, population of the study, sampling strategies, instruments, validity and reliability, data collection, data analysis and ethical issues of this study.

Chapter Four: Analysis and Presentation of Results

Chapter four will present and analyse the findings of the study. Inferential and descriptive statistics will be used to present the findings.

Chapter Five: Discussion of Results

This chapter will discuss the findings of the study using extant literature and theory from various empirical studies.

Chapter Six: Summary, Conclusion & Recommendations

This chapter will be the final chapter of this thesis and present the summary of findings, conclusion, and make recommendations for further studies.

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Appendix A: Research Budget

S/No	Budget Line Items		Cost (MKw)
1	Proposal Development Materials Printing Photocopying Data bundles (20GB)		100,000.00 15,000.00 10,000.00 30,000.00
2	Data Collection Travelling & other logistical Photocopying Research Assistant Voice Call Airtime		200,000.00 10,000.00 80,000.00 20,000.00
3	Data Analysis		30,000.00
4	Report Writing and Dissemination Printing and binding		30,000.00
5	Proposal Application fees $150 xMk800		120,000
		Sub-Total	645,000.00
		10%	64,500.00
	TOTAL		709,500.00

Appendices B: Work Plan of Research Activities

Time/Period	Activity	Outcomes
October 2019-January, 2020	Development of the proposal and research instruments	·      Address comments from the supervisor. ·      Proposal
January-February, 2020	Presentation of the Proposal to the Faculty of Humanities & Social Sciences Submission of revised proposal to the Research Directorate for issuance of ethical clearance certificate.   Development of  Chapter Two	·      Suggested proposal revision ·      Approval of the research proposal     ·      Ethical clearance certificate granted   ·      Chapter Two developed ·      Comments from supervisor addressed ·      Chapter two approved
March, 2020	Development of Chapter Three	·      Chapter Three developed ·      Comments from supervisor addressed ·      Chapter Three approved
April, 2020	Development of  Chapter Four	·      Chapter Four developed ·      Comments from supervisor addressed ·      Chapter Four  approved
April-May, 2020	Data collection	·      Qualitative data collected ·      Quantitative data collected ·      Secondary data collected
June, 2020	Data analysis and presentation of findings   Discussion of findings	·      Chapter Five developed ·      Chapter Five approved ·      Discussion of findings compiled ·       Comments from supervisor addressed
July, 2020	Summary of findings, conclusions and recommendations complete	·      Summary of findings, conclusions and recommendations completed
August, 2020	Writing first draft of the thesis Revision of the first draft thesis   Writing second draft of the thesis Revision of second draft of thesis	·       First draft of the thesis ·      First draft of the thesis revised   ·       Second draft of thesis ·       Second draft of thesis revised
September, 2020	Submission of thesis for examination
October, 2020	Dissemination of Results	·         E-government directorate ·         Mzuzu University Library ·