Successful ICT service delivery: enablers, inhibitors and hygiene factors: a service provider perspective

Research on ICT service delivery has focused largely on the perspective of the customer. Such a stance loses sight of the symbiotic existence that business has with ICT service providers. This study sought to gain insight into the service provider's perspective of service delivery. 12 ICT professionals from 6 ICT service providers were interviewed, and the data analysed using open coding techniques. The initial assumption was that there were a set of inhibitors and a set of enablers of successful ICT service delivery. The investigation confirms the existence of enablers and inhibitors, but also shows that there is a third set of factors, labeled hygiene factors. Service delivery is negatively impacted if these hygiene factors are absent, but is not necessarily enhanced if they are present. The research has identified 6 key categories deemed to have an influence on service delivery. The interrelatedness of these categories and their influence on specific aspects of service delivery need further research and elaboration. The findings provide ICT service providers with pointers as to the salient issues that need to be addressed in order to improve service delivery. The set of hygiene factors, together with enablers and inhibitors provide for a holistic set of issues to take note of. These results enrich the understanding of factors important for ICT service delivery.

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