Many companies use technology (such as include computer information systems and telephone systems) to aid the delivery of quality services to their customers (internal and external). However, the anticipated potential of the systems is not always realised. One company recognised that an intervention would be required in order to improve/maximize the functionality of these systems within their organisation.
A qualitative research method was utilised to better understand users’ experiences with the named systems. A series of focus group discussions were held with the relevant staff.
The findings provided information pertaining to users’ perception of the value added, as well as challenges that they faced. Avenues were identified for improving efficient and effective use of these systems through capacity-building exercises, training and sensitisation initiatives, specific to users’ needs and experiences.