Dissertation Sample

INFORMATION TECHNOLOGY MANAGEMENT IN HK SOCIAL SERVICES SECT

Chapter 1: Introduction

Background Outline

Information Technology: Concept and Uses

            The introduction of information technology to different work sectors worldwide has led to a number of developments. Information technology (IT) is defined as the combined principle of telecommunications and computation so as to obtain, process, store, transmit and output information in the form of voice, pictures, words and numbers. In a number of ways, information technology has been able to support the activities and operations of various work sectors and business industries from all over.

The transfer of information and data from one location to another via a transmission medium for example, is one of the common benefits brought about by information technology. Probably, this advantage can easily be understood by citing message switching through electronic mail as an example. More commonly known as e-mail, the electronic mail is one of the original services on the Internet that has enabled scientists and researchers working on government-sponsored projects to communicate with colleagues at other locations. At present, e-mail has made its way as a primary means of communication not only for business use but for personal use as well.

Another important use of information technology to most work sectors is information retrieval. This feature pertains to the recovery of data stored in particular storage medium. At present, the availability of computers and various information systems help in making information retrieval less tedious and time-consuming. Aside from making the sending and receiving of information easier, information technology had also aided in making production faster. For instance, computers are now being used in several institutions and companies to do certain jobs, which people may not be capable of doing or may be too dangerous for them to handle. A computer Thesis is provided by UK thesis basefor example may be utilized in the production of aluminum sheets to monitor the thickness of the products and report on the task at hand. If an individual is asked to perform such task in place of a computer, the worker may be subjected to certain chemicals and radiations which can possibly lead to injury.#p#分頁(yè)標(biāo)題#e#

The growing significance of creating, processing and management of information has been highly prioritized by most economies worldwide. Perhaps, this transition of resources from the traditional productive activities of industrial and agricultural workers to the handling of information of white collar workers represents one of the major changes of the century. The adoption of information technology is one of the related changes that has transformed to how modern businesses and work activities are conducted.

With the materialization of computer technology, the preparation of invoices, issue checks, tracking of the stock movement and storage of personnel and payroll record can be done by different machineries and modern technologies. The patterns of work in offices have significantly changed through the use of word processing and personal computers. Indeed, the spread of information technology has greatly affected the efficiency and competitiveness of major businesses, structure of the workforce and the economic output in general.

In working organizations, information technology has been a part of its operation and workforce. Eventually, information technology has gained the attention of the organizations’ top management. Various factors had motivated the management division of companies to employ information technology. One of which is the constant and intense competition among similar corporations. Companies had then realized that by employing information technologies in their operations, they do not only become more cost-efficient but they are also able to improve the quality of their services. Another factor that had contributed to the increased need of information technology among working organizations is the necessity for global business operations to communicate through online computerized networks. This is so as to minimize time and distance barriers.

Over the years, IT performance had significantly improved. Sharp experience curves, distributed processing and communication, and integration of alternative technologies have also made information technologies more capable of solving organizational structure and strategy issues. Indeed, information technologies have evolved over time, both in their significance and applications.

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Hong Kong’s Social Welfare Sector

            The social welfare sector is made up primarily of government departments, non-government organizations (NGOs) as well as members of the private sector that serve the general public. In particular, people facing difficulties in education, health, economy, social relations and other similar factors are the main targets of this sector. People who had been affected by great calamities or disasters are also targeted by the social welfare sector. It is the aim of this sector to provide some form of assistance and opportunities for community members in need. Social workers typically would provide fund assistance, education, counseling or emergency feeding for affected individuals.

            In Hong Kong, the presence and availability of various social welfare groups can be traced from way back. Around 1841 to 1937, the colonial administration in the country had already witnessed the presence of the social welfare industry; however, during this time, the government was not very interested in providing many social services to the public so as not to attract a number of Chinese people from the low-class sector. According to Sinn (1999), there were four main divisions in the social welfare industry that were centered on delivering public social services. These included religious missionaries, Chinese kinship organizations, non-kinship Chinese groups and secular agencies from the West.

            The early religious groups in Hong Kong delivered a number of social services to the people including building establishments for the orphans and the blind. Reformatories, hospitals as well as services that enhanced education in the country were also provided through these missionaries. The Chinese kinship organizations were social welfare groups focused on taking care of the elders and the sick as well as in providing proper burial services. The Chinese voluntary organizations during the early times came in the form of temple and neighborhood committees as well as regional associations. These organizations provide social services that were concentrated on providing assistance for victims of various crimes and human trafficking. The Hong Kong YMCA and the Hong Kong YWCA were some of the earliest voluntary groups that adapted the Western style of delivering social services. These organizations provided services that promote literacy among women as well as interest for sports, health and fitness. Later on, other organizations such as the Christian Youth Welfare Association, ChildreThesis is provided by UK thesis basen’s Playground Association, Hong Kong Society for the Protection of Children and the Hong Kong Red Cross were also established (Asian Philantrophy 2006).#p#分頁(yè)標(biāo)題#e#

            Over the years the population in Hong Kong has steadily grew in number; this in turn, led to the rise of more public issues and problems to the country. These encouraged the local government to take on a more active participation towards the development of organizations that would provide social services and help address some of the country’s pressing issues. Aside from creating governmental agencies, the administration also began to provide funds for non-government organizations (NGOs) that share the same goal for the public. Eventually, the prosperity of Hong Kong economy led to the rise of more people who belong to the society’s middle class. This in turn allowed the social welfare organizations to focus their services more for at-risk population groups (Asian Philantrophy 2006).

            Despite the fact that the services of these social welfare organizations have become more concentrated, the population of the country continuous to increase over time. This then requires the public service organizations to develop means that will allow them to serve their targets effectively in spite of the population growth. One of these strategies was the application of relevant information technologies.

Information Technology and the Social Welfare Sector

            Information technology has long been used in most business sectors worldwide. This development had been particularly useful in addressing growing operational costs, increasing market demands and faster production needs. In the social welfare industry sector, similar problems are encountered. This then raises the possibility that applying information technology can also help the social welfare industry. In addition, IT had enabled the business sectors to become more efficient in delivering their products and services; with sufficient planning and resources, the use of technologies in delivering services to the public can likely lead to the same positive effects.#p#分頁(yè)標(biāo)題#e#

            In the Hong Kong setting, a number of social service organizations have also been established to serve the locals. However, similar to other business organizations, agencies within the social welfare industry also go through operational difficulties such as increasing number of targets to serve, inadequate resources as well as growing budgetary needs. All in all, the factors affecting the social welfare industry require the employment of means that would promote cost-effective operations. One of these important strategies is the application of information technologies. There had been social welfare organizations in the country that had applied this strategy; however, further studies would have to confirm its efficacy as well as its process of implementation.

            A number of international governments have already realized the role of IT in the social service industry. In one of the world summits organized by the United Nations, the application of information and communication technology (ICT) in public service delivery had been discussed (UNDP-APDIP 2005). In particular, international governments who had been part of the said gathering had stressed the importance of applying technology not only in improving the delivery of public services but also in alleviating some of the major issues being encountered by most global nations today, such as poverty. In the summit, the eight countries who have attended the gathering expressed their plans on how IT application will be enhanced further for the delivery of most government and social services.

Specifically, the nations who attended the summit intended to use ICT in order to create better disaster and poverty management efforts, education-oriented programs as well as employment and health services. The attendees also discussed how IT was currently applied in their respective countries within the public service industry. Most of the governments have cited that IT has already been used by their social service organizations to improve public information dissemination on health, job offers, disaster relief operations and government programs (UNDP-APDIP 2005). 

#p#分頁(yè)標(biāo)題#e#Problem Theme

            The utilization of information technology in other work sectors and its benefits had long been discussed in literature as well as recognized by various companies. However, the applicaThesis is provided by UK thesis basetion of technology is not as widespread in the social welfare sector as compared to business industries. This then raises the concern whether IT application has the capacity to improve the operations of groups delivering social services, or whether this will only lead to complications. Naturally, workers and organization under the social welfare sector would want to improve the services that they provide as well as reduce cost of operation. It is then essential to find out whether this strategy will work in this sector and how this will be applied to achieve successful outcomes.

Research Question

            In order to carry out the appropriate process for this research, the study will be guided by the following question: How can IT be used in the social welfare sector to increase effectiveness as well as reduce operating cost?

Aim and Objectives

This study aimed to determine the specific IT strategies that can increase the effectiveness as well as reduce the operating costs in the social welfare sector. This study was conducted in order to achieve the following objectives:

#p#分頁(yè)標(biāo)題#e#·         To evaluate the current practice of IT usage in social welfare sector.

·         To identify and examine the problem found on the real work.

·         To make recommendations for a strategic plan for further IT implementation.

·         To recommend a solutions for save budget and increase efficient.

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Significance of the Study

             Considering the growing demand within the social welfare industry, social service organizations are in need of maximizing its resources in order to operate successfully. One of these important resources is the application of information technology. By means of conducting this study, how technology can assist social service organizations in overcoming its operational issues can be of benefit to the head operators of the industry. This study may also be of significance to agencies that are yet to employ IT systems in their operations. This research can provide an overview or background as to how IT can be of use to the delivery of social services. Most importantly, the increased awareness and interest of the social service agencies on the application of IT will directly benefit the public by receiving more efficient services from the government and other social welfare organizations. #p#分頁(yè)標(biāo)題#e#

Scope and Limitations

This study was conducted in the attempt to identify the specific strategies used for IT application within the social welfare industry in Hong Kong. The research covered topics on the use of information technology on the delivery of social services, particularly on its effect on reducing operational costs. The discussion and findings of this research mainly focuses on the status of information technology application in Hong Kong and its social welfare organizations. Information used to answer the research question of the study was derived from both primary and secondary resources. The primary source of data were drawn from the survey questionnaire and semi-structured interview prepared by the researcher. The respondents of the study were randomly selected from different Hong Kong-based social welfare organizations and are working as social workers or employees. The secondary sources of data on the other hand, were taken from published books, journal, magazines as well as online sources discussing the application of information technology and its effect to social welfare organizations.  As this study will be utilizing a small sample of participants, the results may not effectively represent the general population. Due to time, budget and effort constraints, this study will be conducted over a limited period of time.

 Research Outline

The entire study is divided into five chapters. The first chapter presents the background of the study, the objectives, research problem and its significance. In the second chapter, literatures and published documents pertaining to information technology, its effect on the social welfare industry and the strategies used for its implementation within the industry are discussed. The research methodology used for this study is discussed in chapter three. Specifically, this chapter focuses on the description of the participants, sampling technique and the research instruments utilized in the process. In chapter 4, the results of the survey and interview are presented. Literatures Dissertation is provide by Custom Thesissupporting the findings of the study are also integrated in the discussion section of the chapter. Finally, the fifth chapter summarizes the findings of the research; significant conclusions as well as appropriate recommendations are also included in the final chapter.#p#分頁(yè)標(biāo)題#e#

 Chapter 2: Literature Review

Information Technology

Strategies in Business Sectors

Information technology (IT), also commonly referred to as information and communication technology (ICT) has been applied in various forms within different business industries. In the manufacturing sector for example, IT has played a significant role in enhancing supply chain management (SCM) systems. A number of information technologies had been made available to owners of business organizations for this purpose, from less-sophisticated to more advanced systems. The supply chain operations of most businesses have been enhanced through information technology mainly when the concepts of business and consumers (B2C) and business partners (B2B) were introduced.

Internet technology also led to the development of SCM systems among manufacturing companies. Through this innovation, product customization, information searches and online deliveries are some common services that are now available to the customers. Manufacturers, suppliers and distributors on the other hand, benefit from internet utilization through well-coordinated information sharing. Online auctions are even made possible with this technological development (Emiliani 2000).

In addition to internet technology, specific programs and systems such as Enterprise Resource Planning (ERP) also became one of the most well-known strategies for applying IT within manufacturing enterprises, which helps in facilitating information exchange (Evans et al 1995). In addition to this, ERP also helps the business sector by improving various activities such as the monitoring of orders, materials, schedules and inventories as well as business process engineering. The Electronic Data Interchange (EDI) is yet another IT strategy that is applied by business organizations, particularly in improving their SCM operations. Private wide-area networks or value-added networks (VAN) were conventionally used to implement EDI. This however made EDI too costly for small and medium sized companies. With the introduction of the internet-based EDI, these enterprises are now able to acquire the benefits of EDI application (Johnston & Mark 2000).#p#分頁(yè)標(biāo)題#e#

The retailing industry is also one of the business sectors that utilize various information technology strategies so as to enhance its operations. One of these strategies was the application of Electronic Point of Sale (EPOS), which was first introduced during the late 1980s. With this strategy, retail companies are able to acquire virtual online information about their respective customers, particularly their demands. These data are derived from the scanned purchases at the checkout counters of retail stores (McCall & Stone 2004).

As retailers operate for several years, especially the food retailers, they were able to acquire a large customer database that can more or less give a good representation of their total demand.Custom Thesis Writing  Customer data basically include information such as consumer sales in terms of brand, product, outlet and region. Information about the customers such as names, frequency of their visit to a particular outlet and payment method can also be obtained and stored in the database. With these data, retail companies are able to develop and make successful television campaigns based on the product sales obtained from a specific region (McCall & Stone 2004).

The information that is stored on the database is mainly derived from the bar code reader. With this system, the reader, which is an electronic data input device, collects information and transmit it to the central computer. Aside from stock control, this data-gathering technique is also used to conduct market basket analysis, which is mainly used for developing profiles of individual shoppers (Czerniawska & Potter 1998).

The introduction of information technology to business application even made the development of a customer database even easier and more effective. The incorporation of IT to customer data then led to the construction of the EPOS strategy. With this added feature, businesses now can make the most of the data derived from their customers. In addition, the development of results from analyzing these data is now easier and faster than before. Data storage and classification are no longer a problem either.

In organizations that observe regular office settings, IT application strategies had also been used. One of which is the use of information technologies in developing virtual teams. #p#分頁(yè)標(biāo)題#e# Business organizations have long been searching for mechanisms or systems that will make their operations work more efficiently. In the past, industries had recognized the efficacy of creating teams from their workforce in achieving this objective. Based on corporate experience, organizations have witnessed that team-based working environment is capable of drawing productivity and creativity out of their employees. Moreover, a dynamic business environment exemplified by work teams enables the member to overcome challenges better.

            However, as teams are integrated into an organization’s work operation, management had started to encounter several problems and dilemmas. For instance, some work assignments require frequent relocations. This then would call for expensive travel expenses to transfer a particular work team. Due to this, organizations are not able to maximize the use of team-based workforce as work teams tend to be constricted on small projects only. Furthermore, traveling causes much delay on work actions and decisions. Without the full and complete presence of the teams’ members in a common work site or location, no work progress is achieved. This has been the case until information technology was introduced.

            With new software programs, faster communication systems and more efficient processors, business sectors now have access to a useful technology known as virtual connectivity. The access to these new technologies and innovations has allowed people all over the world to communicate even at great distances. This transition has given organizations the idea of creating virtual teams. Virtual teams are made up of organizational members whose main form of interaction is made via electronic communication means. Through the use of the telephone, fax machines, the internet or other computer-based media (Townsend, DeMarie & Hendrickson 1996), team members are able to communicate without actually seeing one another and even without being in one work location.

By means of these virtual communication systems, team members can easily decide or select which information system is appropriate for particular work tasks. For instance, in a work assignment that needs the exchange of information, lean technologies, such as electronic mailing or instant messaging, are used. Complicated work duties on the other hand, like conflict resolution or brainstorming, require more advance technologies such as video conferencing. Leonard (1998) noted that as the members of the virtual team are aware of the resources available to them for specific tasks, they are able to develop a refined sense of efficiency in communicating and conducting business operations as a team.#p#分頁(yè)標(biāo)題#e#

The application of information technology has also been used as a strategy for improving the businesses’ marketing efforts. For instance, internet technology may be integrated to other marketing tools in order to develop a strategy known as Integrated Marketing Communications (IMC). IMC is the strategic coordination of multiple communication voices. Its aim is to optimize the impact of persuasive communication on both consumer and non-consumer such as trade and professional audiences by coordinating such elements of the marketing mix as advertising, public relations, promotions, direct marketing, and package design (MooreCustom Thesis Writing  & Thorson 1996). From these examples, it is clear that various strategies in applying information technology have been developed to address the different needs of business companies.

Effects

            Through the application of these IT strategies, organizations within the business industry were able to achieve a number of advantages. For instance, the application of EDI in the company operations allowed the facilitation of electronic data exchanges in the absence of human intervention. As daily transactions are accomplished faster through this technology, transaction costs are considerably reduced as well. Expenses incurred in transactions are also considerably reduced. In addition to these advantages, business practices such as vendor managed inventory as well as just-in-time delivery were made possible through the EDI. Vendors were also able to develop recent ICT-based systems for SCM. With these systems, businesses are able to apply analytical applications that are useful for planning, scheduling and revenue management. This in turn is useful for the optimization of the manufacturing, supply, transportation and distribution processes (Chopra & Meindl 2001).

            The use of the EPOS strategy also proved to be beneficial to the business industry. For example, as business companies gather and record individual customer transactions through virtual means, EPOS enables them to calculate stock levels as well as eliminate the need for regular stock computations. As EPOS operates through electronic means, business organizations have eliminated the requirement for data-gathering through physical means. This in turn helps in reducing costs incurred out of data collection, analysis and dissemination (Czerniawska & Potter 1998).#p#分頁(yè)標(biāo)題#e#

Higher work efficiency is yet another important benefit of EPOS systems as fewer errors are incurred with the application of this strategy. Timely delivery of output can also be standardized through this type of technology. A good example for this effect is the operations of a manufacturing company. Through EPOS, supply chain efficiency can be achieved. This is acquired through the provision of real-time information regarding product planning, product availability, purchase order generation, management of inventory and the delivery status. Information systems based on this technology can automate both the internal or external procurements functions of the company (Walton & Gupta 1999). These functions could involve the issuance of request for pricing information, management tools, supplier interface, purchase orders and supply chain control.

Another important internal benefit of implementing EPOS systems is its ability to provide valuable sales information. Acquiring these sales data is beneficial to the company as it allows it to concentrate on its more profitable product or service lines, improve demand forecasting as well as reduce inventory. EPOS systems are highly flexible and easy to upgrade as readily available features and capabilities may be added to the system. Incorporating other functions can also increase the efficiency of怎么寫Thesis提供Thesis怎么寫服務(wù) the company. For instance, by adding the EFT or Electronic Funds Transfer capability to the EPOS system, credit or debit card transactions are automatically processed whenever a sales transaction is made. This in turn helps in lessening time allocated for every transaction.

Similar to other information technology strategies, the creation of virtual teams through virtual connectivity feature also leads to beneficial business outcomes. Through this innovation, businesses to create efficient teams from its workforce that may not be able to work together. As information technology allows virtual teams to work or conduct meetings even while staying in different locations, costs derived from travel time, effort and expenses are reduced considerably. Virtual teams are also flexible in such a way that it enables members with related skills and capabilities to work together depending on the project requirements (Townsend, DeMarie & Hendrickson 1996).

For example, if a particular project needs a product developer, an engineer, a researcher and a marketer, a virtual team can effectively conjoin their ideas as well as identify related challenges of the project even without leaving their own work posts or units. The organization of a virtual team also disregards the conventional concern about proximity and the cost it will entail to reach that proximity (Townsend, DeMarie & Hendrickson 1996). #p#分頁(yè)標(biāo)題#e#

            In addition to these advantages, virtual teams also enable the use of the resources found outside the work organization. Due to the fact that the members of the virtual team can work even without being physically present in the work location, needed consultants outside of the organization can be used without spending much on travel expenses, downtime and lodging. Specific level of skills or expertise that a company project requires may be obtained from consultants outside the organization as well. Through virtual teams, these experts do not need to be transported to the actual work site, which again lessen unnecessary expenditures (Townsend, DeMarie & Hendrickson, 1996).

            Work empowerment is also achieved through virtual teams. As team members work virtually using communication and information systems, the work output of the members is significantly enhanced in terms of quality. The wide array of information systems enables the team members to create quality-based decisions. Moreover, the use of information systems enhances the ability of the team members in handling and creating data and documents (Schrage 1995).

Moore and Thorson (1996) stated that the integration of the internet technology with marketing tool to create the IMC strategy enables interactivity, which in turn allows the counter flow of information. With this strategy, users are able to participate in modifying the type and content of information they obtain at real time. While traditional means of marketing like advertising is one way in nature, the integrated approach permits users to do several functions, including receiving and altering information or images, forward inquiries, respond to these questions, and the most important of all, make purchases. One important aspect of this integrated approach is the resulting effect of a more enhanced means of promoting products or services, expanding business operations as well as building customer relations.

The IMC strategy has been beneficial to several companies as it helps in identifying the most useful and appropriate methods in communicating and establishing good customer relations, including good relationships with stakeholders like the employees, investors, suppliers interest groups and the public in general. During the 1990s, the introduction of the integrated marketing communications has been one of the most important developments in marketing, which continued on up to the present. From here on, the IMC approach is being applied by large and small companies alike, and has been well-known among companies marketing consumer goods and services, including business to business marketers (Moore & Thorson 1996).#p#分頁(yè)標(biāo)題#e#

IT and Social Services

          Various forms of information technologies and systems had been applied in order to enhance the services delivered by social welfare organizations. In this section, the different strategies applied in social services delivered in Hong Kong and other countries are discussed. Relevant literatures discussing the impacts of IT to the social welfare怎么寫Thesis提供Thesis怎么寫服務(wù) industry are also cited in this section.

Application Strategies

            One of the common products of integrating information technology in social services is the e-government. This IT system can be broadly defined as the concept that helps make governmental transactions simple and efficient (Sprecher 2000). Fountain (2001) also suggests that e-government is somewhat synonymous to a virtual state wherein most of the operations, structure and capacity of the government are based on information and communication technology.

The concept and use of e-government had been introduced to public service delivery during the latter part of the 1990s. During this time, both practitioners and scholars were still unaware on how e-government works. Nonetheless, similar to other managerial practices and concepts for public administration, the e-government concept followed the idea behind e-commerce and e-business. In public administration the use of web technologies can actually be divided into two internal and external categories. Internal web technologies pertain to tools that can be used to organize, store and manage huge amounts of information or data. #p#分頁(yè)標(biāo)題#e#

With these functions, up to date government information can easily be uploaded and downloaded by the clients or displayed on the website on a real-time basis. The internal web function also allows governments to transfer funds through electronic means to other government agencies; the intranet or internet system provided by internal web technology can also be used for relaying information to public employees. Responding to the requests of employees is also made easy through this function (Moon 2002).

External web technologies on the other hand, also provide similar functions as with its internal counterpart. Through this, government linkages with the citizens are established through government web sites. Specifically, these online sites allow government agencies to conduct public relations and communication with the clients. Information or data sharing is also made easy through external web technology; external stakeholders such as the public, interest groups, businesses and non-profit organizations can benefit from this feature. Interactive bulletin boards accessed online also enable government agencies to encourage the public to participate in various government activities such as policy-making; exchanging messages with the people is also easier by posting public notices through the internet (Moon 2002).

Moon (2002) noted in her article that e-government is actually made up of four main internal and external aspects. One of these aspects is the development of a secure central database and government intranet. This is for the purpose of observing more cooperative and efficient interaction among different agencies of the government. Another aspect is the delivery of service based on internet services. The application of e-commerce knowledge and expertise in order to conduct better government 怎么寫Thesis提供Thesis怎么寫服務(wù)transaction activities is also an important aspect of e-government. Lastly, e-government is applied to utilize digital democracy, which in turn will create a more transparent and accountable government.

The rise of technology as well as information and communication systems did not only introduce new opportunities for producing or manufacturing fields but also even to those providing public services such as the government. Within the network of information, commerce and knowledge, ICT was able to bring servicing bodies and the public together. Indeed several technologies had already been used in order to support the e-government concept. Some examples are interactive voice response, wireless service delivery, electronic and voice mail, public key infrastructure and electronic data interchange. With this, the government and its officers become more accessible and transparent to the people. This outcome is in fact one of the reasons why governments realized the significant value technology has to their operations.#p#分頁(yè)標(biāo)題#e#

Status in Hong Kong

            The government of Hong Kong has been active in increasing the awareness and literacy of the locals regarding the use of information and communication systems. Along with its awareness programs, the national government has also encouraged different sectors, including the social service industry, to integrate information technology systems into their operation to support the creation of a more advanced and digitalized society. This effort was stressed further through the development and implementation of the Digital 21 Strategy in 1998 by the national government. This strategy was updated in 2001 and 2003 and aimed to develop and utilize IT infrastructures and applications so as to connect the city via online means. With the Digital 21 Strategy, public services that can be acquired through internet technology have constantly increased. From 2001 to 2003, such services increased from 70% to 90% (Government of the HKSAR 2004).

            In a survey done by Choi (2004), the researcher investigated on how ICT is applied in the social welfare industry of Hong Kong. The research mainly focused on identifying how the country’s NGOs are applying IT in their operations as well as where these technologies are specifically used. The findings showed that computers were the main IT instruments used in the social welfare industry. The networking capability of this IT application was also utilized by the NGOs in order to allow data interchange and sharing. The level of networking within an NGO however was greatly dependent on its size. Specifically, NGOs with greater members demonstrated more advanced connections with their computer units as compared to smaller organizations. This finding actually stress to possible conclusions. One is that NGOs with a larger number of members have access to greater resources to support IT investments. It is also possible that NGOs with more members exhibit greater interest on applying IT systems in their operations (Choi 2004).

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            Aside from using computers, the utilization of internet technology has been one of the common tools used among NGOs in Hong Kong. NGOs in particular used broadband connection in order to establish faster communication with stakeholders. Electronic mailing or sending e-mails serve as the main communication tool used by NGOs that is based on information technology. The results of the investigations however also identified NGOS with low speed dial-up connection which hinders faster and more efficient exchange of information. Considering that the electronic mailing system has been an essential component of most public and private establishments, this finding suggests that improvements on IT infrastructure, especially in terms of the internet connection speed, are necessary (Choi 2004).

            The research done by Choi (2004) also found out that majority of the NGOs in Hong Kong use multiple IT applications or systems for their operations. Among the NGOs investigated during the research process, the researcher noted that IT systems are commonly used by these organizations for human resource management, financial management and internal communication. The social service providers realize that IT can actually be used in other aspects of public service; nonetheless, the limited utilization of IT in the industry constrains this possibility. This limitation was further stressed by another finding of the researcher. In particular, it appeared that staff with sufficient ICT expertise or training is employed by these organizations, especially by smaller NGOs. Without the technical support of IT professionals, developing new and better information systems in these organizations becomes difficult.

Effects

            The application of information technology in Hong Kong#p#分頁(yè)標(biāo)題#e# as well as in other countries has led to positive results within the social welfare industry. These advantages also serve as the main drivers that encouraged other governments and social service organizations to implement IT within the industry. The use of e-government systems for example is beneficial as these lead to operational efficiency. Breen (2000) noted that e-government systems can be used in order to improve operational consistency or reduce errors in the outputs derived from automated tasks. The efficiency of operating procedures can also be improved by means streamlining, reducing operational layers or cost saving. Through e-government, duplication of positions can be eliminated, 怎么寫Thesis提供Thesis怎么寫服務(wù)lessening the time necessary to accomplish various transactions. In addition, distributing different tasks to government employees can help in developing their skills and facilitating career growth. In general, the employment of e-government helps relevant agencies and organizations in making the services they provide better and more accessible.

            As the operations and services of the governments are improved through the integration of information technology, their relations with different work sectors as well as the public also improves. Historical documents and publications are typical in governments and social service organizations. However, through e-government people in need of these documents will no longer encounter much difficulty. By means of various ICT systems, governments can install a program that would not only allow quick data dissemination but also enable effective data storage and preservation. Rather than keep all documents in paper and folder files that do not promote long-term maintenance, saving all historical government files in the computer or online storages can guarantee the life-long availability of these valuable data. Aside from public users, this feature of e-government is also important for bureaucrats especially in keeping track or comparing various statistical findings.

            In the United States, the National Archives and Records Administration (NARA) serve as an important storage and collection of historical government information. Through online access, users can easily access these data in a single and comprehensive website. Aside from providing an easy and searchable database, #p#分頁(yè)標(biāo)題#e#NARA also has a feature that allows users to request for offered documents in non-electronic format. Malaysia also has its Malaysian National Archives which provided a similar purpose. A website that works like a search engine, the Archive helps in preserving materials that pertain to the country’s history (Center for Democracy and Technology & infoDev 2006). These are some of the concrete examples of this IT effect.

Governments can employ e-government initiatives to conduct online monitoring, perform data mining activities as well as track citizen and officer activities. In effect, enhancing administrative control can lead to several positive effects. One of which is the reduction of inefficiencies in the government as well as corruption (Kalathil & Boas 2003).  By cracking down corruptive and inefficient activities, economic development and stability are promoted. This effect is particularly helpful for nations that are still developing economically. This outcome is also synonymous to the process of increasing government transparency. With poor government transparency the public may be acquiring government or social services through high service costs. This can be resolved through e-government.

There had been limited researches that investigate the status of IT application within Hong Kong social welfare industry. However, the research discussed in this chapter clearly suggests that IT is typically applied by social service providers to ensure smooth and efficient managerial and clerical work activities. Certain factors such as inadequate resources, company size, overall IT usage as well as the access to technical support were identified as essential elements in the successful application and improvement of the organizations’ IT systems (Choi 2004). In general, IT had been of use to Hong Kong’s social service delivery. However, the absence of certain important factor for IT application appears to hinder further ICT growth within the industry.

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Chapter 3: Research Design

Research Methodology

Overview

            This study was conducted for the purpose of identifying the strategies used for applying information technology in the social welfare industry. This research also aimed to determine the effects of IT application in the industry particularly in reducing operational costs. In order to achieve these objectives, social workers or employees working within the Hong Kong’s social welfare industry were randomly selected to participate in the research process. A total of 124 agreed to participate in the survey and interview procedures. These research instruments had been used for data-gathering as these can help the researcher in gatheringCustom Thesis，Custom Dissertation，請(qǐng)聯(lián)系QQ：949925041  the most pertinent information that will answer the developed research question. In particular, these instruments were used to obtain data related to the experiences of the selected participants regarding IT application in the social welfare industry. IT strategies, requirements, benefits as well as disadvantages were the main factors considered during the process. #p#分頁(yè)標(biāo)題#e#

Method

The descriptive method of research was used for this study. Creswell (1994) noted that the descriptive method of research is to gather information about the present existing condition. The emphasis is on describing rather than on judging or interpreting. The aim of descriptive research is to verify formulated hypotheses that refer to the present situation in order to elucidate it. The descriptive approach is quick and practical in terms of the financial aspect.  Moreover, this method allows a flexible approach, thus, when important new issues and questions arise during the duration of the study, further investigation may be conducted. Moreover, the descriptive method is also used for researches that aim to identify and explore the cause or causes of a certain situation. The researcher opted to use this research method considering the objective to obtain first hand data from the respondents.

The descriptive method was advantageous for the researcher due to its flexibility; this method can use either qualitative or quantitative data or both, giving the researcher greater options in selecting the instrument for gathering information. The purpose of this research was to identify the specific strategies for applying IT in delivering social services as well as the impact these technologies have for the industry; the descriptive method is then appropriate for this research since this method is used for gathering prevailing conditions.

Approach

As this research made use of a survey questionnaire to gather data, the quantitative approach was used for this study. The quantitative approach is centred on the quantification of relationships between variables. Quantitative data-gathering instruments establish relationship between measured variables. When these methods are used, the researcher is usually detached from the study and the final output is context free. Measurement, numerical data and statistics are the main substance of quantitative instruments. With these instruments, an explicit description of data collection and analysis of procedures are necessary. An approach that is primarily deductive reasoning, it prefers the least complicated explanation and gives a statement of statistical probability. The quantitative approach is more on the detailed description of a phenomenon. It basically gives a generalization of the gathered data with tentative synthesized interpretations.#p#分頁(yè)標(biāo)題#e#

Quantitative approach is useful as it helps the researcher to prevent bias in gathering and presenting research data. Quantitative data collection approaches create epistemological postulations that reality is objective and unitary, which can only be realized by means of transcending individual perspective. This phenomenon in turn should be discussed or explained by means of data analysis gathered through objective forms of measurement. The quantitative data gathering methods are useful especially when a study needs to measure the cause and effect relationships evident between pre-selected and discrete variables. The purpose of the quantitative approach is to avoid subjectivity by means of collecting and exploring information which describes the experience being studied.

Quantitative methods establish very specific research problem and terms. The controlled observations, mass surveys, laboratory experiments and other means of research manipulation in qualitative method makes gathered data more reliable. In other words, subjectivity of judgment, which is not needed in a thesis discussion, can be avoided through quantitative methods. Thus, conclusions, discussion and experimentation involved in the process are more objective. Variables, both dependent and independent, that are needed in the study are clearly and precisely specified in a quantitative study. In addition, quantitative method enables longitudinal measures of subsequent performance of the respondents.

Sample and Participants

            The population of the study is made up of frontline social workers, service providers, members of non-government organizations as well as private organization that deliver social services within Hong Kong. These types of respondents were utilized by the researcher considering that employees or workers of the social welfare industry have the necessary information that will answer to the study’s objectives; moreover, the employees of the industry are one of the most affected groups of IT application in delivering social services in the country. A total of 200 pre-designed questionnaires were randomly distributed for the sample selection. #p#分頁(yè)標(biāo)題#e#

The random sampling technique was conducted where each member if a population has an equal opportunity to become a part of the sample. As all members of the population have an equal chance of becoming a research participant, this is said to be the most efficient sampling procedure. In order to conduct this sampling strategy, the researcher defined the population first, listed down all the members of the population and then selected the members to make the sample. For this procedure, the lottery sampling or the fish bowl technique was employed. From this, the researcher aimed for a total of 120 valid returns (60%). The actual process resulted to 124 valid returns. These were then used for the analysis. 

Data Collection

The data for this study was based on both primary Custom Thesis，Custom Dissertation，請(qǐng)聯(lián)系QQ：949925041 and secondary sources. Primary information was gathered through the survey questionnaire distributed to the selected respondents as well as the interview process carried to a few heads of the social service organizations selected for the research. Secondary sources on the other hand, were derived from printed references; these had been used mainly to support the data analysis.

Survey

            The survey questionnaire was used as the main data-gathering instrument for this study. The survey explored the perceptions of the respondents on the application of information technology in their respective organizations. The questions were structured using the Likert format. In order to use the questionnaire as an evaluation tool for the effect of IT application in the social welfare sector, the respondents rated each statement or question in the survey using a Likert scale with a five-point response scale. A Likert Scale is a rating scale that requires the subject to indicate his or her degree of agreement or disagreement to a statement. #p#分頁(yè)標(biāo)題#e#In this survey type, five choices had been provided for every question or statement. The choices represent the degree of agreement each respondent has on the given question. In order to analyse the results of the questionnaire, the weighted mean computed from each survey item was computed. The weighted mean was used in order to obtain the average values that would represent the sample’s response to each question in the survey. This helped the researcher identify the general response of the participants to the given question or statement.

The Likert survey was the selected questionnaire type as this enabled the respondents to answer the survey easily. In addition, this research instrument allowed the research to carry out the quantitative approach effectively with the use of statistics for data interpretation. In order to test the validity of the questionnaire used for the study, the researcher tested the questionnaire to five respondents. These respondents as well as their answers were not part of the actual study process and were only used for testing purposes. After the questions have been answered, the researcher asked the respondents for any suggestions or any necessary corrections to ensure further improvement and validity of the instrument. The researcher revised the survey questionnaire based on the suggestion of the respondents. The researcher then excluded irrelevant questions and changed vague or difficult terminologies into simpler ones in order to ensure comprehension.

Interview

            Aside from the survey method, this study also utilized the face-to-face semi-structured interview method. The researcher developed the interview schedule and served as the interviewer during the interview process. Questions pertaining to the strategies, requirements, challenges and effects of applying IT in the social welfare sector were the main components of the interview schedule. This research instrument was selected as it allows the acquisition of insights from selected respondents; with semi-structured interview, interviewees are able to express their feelings, concerns and opinions. This data-gathering tool is useful for both the study and the researcher since it helped in gathering relevant information from specific respondents. In particular, this data-gathering tool allowed the researcher to obtain facts regarding the specific IT strategies employed by the different organizations under #p#分頁(yè)標(biāo)題#e#Hong Kong social welfare sector. With this method, a total of 30 randomly selected respondents from the survey sample were subjected to a brief interview.

Ethical Considerations

The study involved the use of human participants as well as the acquisition of some confidential company data. Thus, in this research, ethical considerations had been identified and prioritized. Specifically, consent and confidentiality factors were valued in the process. The researcher ensured that these factors were safeguarded during the entire duration of the study. In order to gain the consent of the social welfare organizations’ regarding this study, the researcher secured an approval from both managements by means of a written letter of permission. Securing the permission of the participants was also given importance.

Thus, a written letter explaining the details of the research, its objectives, purpose and procedure was distributed to the selected participants before participating in the actual interview process. The reasons why the employees were selected as respondents was also stated in the consent form; this enabled the employees to connect the research aims with thatCustom Thesis，Custom Dissertation，請(qǐng)聯(lián)系QQ：949925041  of the participants’ background. It was also ensured that rapport and trust were built between the researcher and the respondents; this helped in gaining the cooperation of the participants. Although the participants have initially given their consent, the researcher also informed them that they could withdraw even during the research process and even without providing any reason. By giving this freedom, the participants will not feel forced to participate in the process.

The privacy of the respondents as well as the confidentiality of their responses was prioritized by the researcher as well. In order to do so, the names of all parties involved were kept confidential. All details that were related to the study were included in the final report. The researcher also ensured that all data gathered for the study were protected from unauthorized access.

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Data Processing

After gathering all the completed questionnaires from the respondents, total responses for each item were obtained and tabulated. In order to use the Likert-scale for interpretation, weighted mean to represent each question was computed. Weighted mean is the average wherein every quantity to be averages has a corresponding weight. These weights represent the significance of each quantity to the average. To compute for the weighted mean, each value must be multiplied by its weight. Products should then be added to obtain the total value. The total weight should also be computed by adding all the weights. The total value is then divided by the total weight. Statistically, the weighted mean is calculated using the following formula:

       or  

Once the computed mean for each survey item has been computed, the values are then compared to the likert scale (Underwood 2004):

Range
 Interpretation
 
4.50 – 5.00 #p#分頁(yè)標(biāo)題#e#
 Strongly Agree
 
3.50 – 4.49  
 Agree
 
2.50 – 3.49 
 Uncertain
 
1.50 – 2.49
 Disagree#p#分頁(yè)標(biāo)題#e#
 
0.00 – 1.49
 Strongly Disagree

To further understand how the analysis and interpretation were done, consider the following example

#p#分頁(yè)標(biāo)題#e#IT Strategy and Application
 5
 4
 3
 2
 1
 Weighted Mean
 #p#分頁(yè)標(biāo)題#e#Interpretation
 
1. The organization applies multiple IT systems to its different operational departments.
 83
 41
 0
 0
 0#p#分頁(yè)標(biāo)題#e#
 4.67
 Strongly Agree
Custom Thesis，Custom Dissertation，請(qǐng)聯(lián)系QQ：949925041

            The first column contains the survey statement from the questionnaire. The succeeding 5 columns are the five likert choices used in the questionnaire (5 – Strongly Agree; 4 – Agree; 3 – Uncertain; 2 – Disagree; 1 – Strongly Disagree). The numbers in the column indicate the number of respondents who selected a particular likert choice for the given question. The formula for computing the weighted mean is then done for each set of answers. The result is found on the seventh column. The interpretation of the computed weighted means was then compared to a likert scale cited previously. Taking the same example from the table and using the scale above, the answers of the respondents gave a weighted mean score of 4.67, which means that the sample in general strongly agrees to the given question.

            For the interview responses of the participants, a different process of analysis was applied. This analytical method is known as thematic analysis. In this method, the collection of data, which in this case is done through an interview, serves as the first step. #p#分頁(yè)標(biāo)題#e#After which, all common patterns from the interview were then grouped together to form sub-themes (Spardley 1979). Taking the actual study into account, these themes included the type of IT strategy observed in social welfare sectors, the necessary requirements for successful IT application and the effects of having information technology in the delivery of social services. 

According to Taylor and Bogdan (1989), themes can be defined as units obtained from certain patterns, which may pertain to the feelings, thought, activities or observations of the interviewees or respondents. By means of forming themes, the researchers are able to group pieces of ideas that may appear meaningless. After forming the themes based on the gathered responses from the interview, sub themes are then discussed further with relevant literatures.  This will help the researcher make inferences from the interview as well as verify gathered information. To strengthen the findings derived from the interview and literatures, survey components were included within related sub themes.#p#分頁(yè)標(biāo)題#e#