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The field of Information and Communication Technology (ICT) is changing fast in
the world economy and is seen as the key driver for change in the operations of many
organizations. Studies have shown that organizations that have successfully trans-
formed their operations and corporate image are those that have adopted the use of
ICTs in their operations. This study sought to investigate the use of ICTs for efficient
management of Civil Service Staff Pension Scheme in Kenya (CSSPS) with a view to
develop an Enterprise Resource Planning (ERP) System. In order to achieve the pur-
pose of this study, six specific research objectives were addressed: to establish how
CSSPS are managed in Kenya, to determine the extent of integration of ICT in the
management of CSSPS in Kenya, to establish the usage of ICTs on enhancement of
service delivery in Pensions Department and disbursement of pensions, to establish
the role of ICTs in enhancing the security of Pensions Systems, to establish the chal-
lenges of managing pensions schemes in Kenya and provide solutions to them and to
develop an Enterprise Resource Planning (ERP) model (ICT Solution Prototype) for
the management of CSSPS. The study adopted descriptive survey design involving
both qualitative and quantitative techniques. The study targeted a population of 220
members of staff drawn from Management Staff, Retirement Benefits Determination
Staff, Pensions Accounting and Payroll Staff, ICT Staff, Records Management Staff
and Customer Care Staff. The researcher used purposive sampling to pick 68 respon-
dents for the study sample size. The data for this study was collected from primary
and secondary sources. The research tools used included; questionnaire, and inter-
view. The study ran in two stages: the pilot stage, followed by the main study. The
data from the research instruments were statistically analyzed and SSADM used to
model the system. The results of the findings from the statistical analysis indicate that
staff have had basic ICT training and have computers although they do not use them
for offering pensions services. Regarding respondents perceptions of the usage of
ICTs on enhancement of service delivery in Pensions Department and disbursement
of pensions, the study established a majority acceptance of the usage of ICTs in order
to enhance of service delivery of civil service staff pension scheme. Furthermore, on
the role of ICTs in enhancing the security of Pensions Systems, the study established
that most of the respondents show the need to use ICT to enhance security of Pensions
payment while SSADM led to the development of CSSPS ERP. The study identified
challenges that included: existence of multiple disintegrated legacy systems having
manual interfaces thus resulting in errors in pensions calculations, loss of records due
to lack of storage making retrieval of information difficult, poor ICT infrastructure, fi-
nancial constraints as the main challenge hindering the effective use of ICTS for effi-
cient CSSPS management. The study will help public service management to deal
with the challenges facing their Civil Service Staff Pension Scheme in Kenya. The re-
sult of the study will help to further develop appropriate ICT systems. |
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