Browsing by Author "Nkole, Stefanus"

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    An assessment on users’ perception on the implementation of application software for benefits claim process within the Government Institutions Pension Fund
    (University of Namibia, 2022) Nkole, Stefanus
    Information and Communication Technology (ICT) can help in benefit claim processing. To improve service delivery, Government Institution Management Information System (GIMIS) integrates the methods utilised by the Government Institutions Pension Fund (GIPF) to process benefit claims. Despite the implementation of GIMIS, the GIPF continues to have challenges in improving internal benefit claim processes due to the lengthy claim processes and system down-times that frustrate employees when processing benefit claims. As a result, the goal of this research was to assess the implementation of application software on benefit claims procedures inside the GIPF. The researcher reviewed user satisfaction with benefit claim processes at the GIPF Operations Department using the user's GIMIS experience. DeLone and McLean's Theoretical Framework theory on the Success Model of Information Systems is used in this study. A qualitative approach was utilised to collect primary data through interviews, and the data was analysed using thematic analysis. The findings of the study established that user satisfaction with GIMIS is reliant on a variety of variables, with user experience and flexibility playing a considerable role. Findings show that the usage of a technology influences experiences and these experiences, in turn, alter the perception of the technology. Challenges to the implementation of GIMIS include: errors, unplanned interruptions, manual completion of tasks, unplanned and inadequate training, multiple unnecessary steps, system freezing, recurrent windows system shutdown, and login time. These challenges have influenced user satisfaction on GIMIS implementation and in conclusion addressing the challenges identified to the implementation process could enhance service delivery with GIMIS. Nonetheless, the effect of GIMIS implementation on GIPF clients' service satisfaction was not assessed and recommended for further studies. The highlight of the recommendations is that there is a need to upgrade the GIMIS into a modern system by making it Web-Based to ensure improved system delivery.