Service quality assessment of intergrated personnel and payroll Information System (IPPIS). Case of Public Institutions in Rwanda

Abstract

Background: In Rwanda and around the globe, integrated information systems have become essential for enhancing service delivery in public institutions. The Integrated Personnel and Payroll Information System (IPPIS) is one such system aimed at improving efficiency, transparency, and accountability in managing personnel records and payroll processes. Despite these benefits, there are challenges that can hinder the optimal implementation and user satisfaction of the IPPIS. Objective: The primary objective of this research is to identify and assess the challenges associated with implementing the IPPIS in public institutions in Rwanda. Additionally, the study aims to propose guidelines to help government officials, system developers, and decision-makers enhance the effectiveness and service quality of the IPPIS. Methodology: This research employs a quantitative approach to gain an in-depth understanding of the technical challenges faced in the real-life implementation of the IPPIS. Data were collected through online survey questionnaires used to gather insights from a broader group of users. The collected data were analyzed using thematic analysis, focusing on aspects such as content quality, accessibility, ease of use, reliability, responsiveness, security, and self-service capabilities. Results: The study identified several key technical challenges in using the IPPIS, including system inefficiencies, lack of user trust, and insufficient user training. Specific areas of concern included the quality and relevance of content presented on digital platforms, accessibility for users, ease of use, system reliability, responsiveness of user support, data security, and the availability of efficient self-service options. On top of the above cited, Government officials highlighted the lack of t user awareness and training. Based on these recommendations and identified challenges, guidelines were proposed to improve the implementation and service quality of the IPPIS in Rwanda.