Web-based technologies as a double-edged sword in improving work productivity and creativity in government departments in South Africa: The case of Zululand district municipality

The aim of this paper is to examine the impact of Web-based technologies in government departments in KwaZulu Natal. It is observed that many countries have invested in ICTs as a way to pursue their organisational goals. By and large, ICTs are generally regarded as technologies that support an individual´s ability to manage and communicate information electronically, and include hardware such as computers, printers, scanners, video recorders, television, radio, and digital cameras; as well as the software and systems needed for communication, such as the Internet and e-mail. Through a survey, key government departments in the province were sampled through purposive sampling technique. Questionnaires, that were largely structured, were distributed to 260 civil servants. However, only 152 responses were received, which then translates to overall response rate of (58%). The study reports on ICTs and their utilisation, impact, and the challenges faced by civil servants. The findings reveal that while various ICTs are available in most of the government departments surveyed. However, accessibility is still a problem, as numerous challenges were identified. Yet despite these drawbacks, the civil servants expressed an eagerness and willingness to enhance their ICT skills and utilise the tools for their own empowerment and also for work productivity. It is concluded that despite the constraints and challenges encountered in the application and use of ICTs in civil services, a wide range of ICTs had been adopted to facilitate the sharing and exchange of information in the sector.