Evaluating the Impact of ICTs on HR Service Delivery: A Case of Barclays Bank Zambia
The study aimed at evaluating the impact of ICTs on human resource delivery in Barclays Bank PLC Zambia. The methods used for the study were both qualitative and quantitative. Questionnaires and interviews were the main tools used to collect data. Existing literature was also reviewed on similar studies and it was revealed through literature that there has been an increase in the usage of ICTs for purposes of human resource service delivery. The results from the study showed that Barclays Bank PLC Zambia has widely adopted the use of ICTs in delivering human resource services. The study revealed that the available ICT tools are not adequately and efficiently utilized to provide a better service to the employees in the bank. The paper therefore proposes a framework the bank can adopt to attain the full potential benefits of ICTs.