期刊名称：International Journal of Information and Communication Technology Research
电子版ISSN：2223-4985
出版年度：2014
卷号：4
期号：6
出版社：IRPN Publishers
摘要：Investment in ICT resources is no longer an option for organizations in these modern times. The challenge has been to make these resources to contribute effectiveness in business processes and yield improved service delivery to clients. In a study undertaken in a public university in Kenya, it was found that acquiring ICT resources without reworking the business processes to diffuse ICT in the processes did not yield automation. Consequently, improved service delivery, which is the primary objective of ICT investments, was not significantly affected. Process reengineering and user capacity enhancement is recommended to realize improved service delivery.
关键词：business process; service delivery; business process automation
