INFORMATION AND COMMUNICATIONS TECHNOLOGY INITIATIVES AND THE IMPACT ON PUBLIC SECTOR ORGANISATIONS PERFORMANCE

ABSTRACT

The study was designed to examine Information Communication Technology initiative and the impacts on public sector organisations performance: A case study of the Integrated Tax Administration System in Edo State Federal Inland Revenue Service (FIRS). The objectives of the study include the following: To Assess the implementation of ITAS in Edo State Federal Inland Revenue Service. To evaluate the effectiveness of ITAS in tax administration in Edo State Federal Inland Revenue Service. To investigate user satisfaction with ITAS in Edo State Federal Inland Revenue Service. To provide recommendations for improvement and future developments in Edo State Federal Inland Revenue Service. The study adopted survey research design. The population of study of this research is made up of staff of the Federal Internal Revenue Service, Edo state. The sample size of this study is 78 respondents drawn from FIRS, Edo state. The instrument used for the collection of data was the questionnaire which was administered to the study sampled respondents. Out of the 78 questionnaires distributed, 67 copies were retrieved. The data collected was analyzed using simple percentage and chi square analytical method to test the hypotheses generated for the study. One of the key findings of the study is that the implementation of ITAS has positively impacted the performance of the Edo State Federal Inland Revenue (FIRS) Service. However, a notable observation from the majority of FIRS staff in Edo State is their agreement regarding encountering technical issues while utilizing the ITAS platform. Thus the study concludes that ITAS has yield positive impact, there is no significant relationship between taxpayer compliance & users satisfaction and the implementation of ITAS, majority of the staff of FIRS have encountered technical issues while utilizing the ITAS platform. As a result, the study recommends the following: Addressing technical issues, enhancing training and support, providing user feedback mechanism, further evaluation of taxpayer compliance, continuous monitoring and evaluation of ITAS, and the promotion of ITAS benefits.