In the implementation of any e- govt project in the public sector, the role of the personnel is of the utmost criticality. By individuals, I mean the end user who is delivering the services to the citizens. E.g. the immigration officer is the end user who is delivering the immigration clearance service to the citizens at the airport. The quality of service provided by this immigration officer will be translated into the end satisfaction of passengers. Thus, When IT projects are implemented, the success and failure of the project is highly dependent on the overall satisfaction of the end citizens. The immigration officer can have the most optimally implemented IT services to verify the credentials of the passengers but his understanding and efficiency of using the system, but more importantly the way he interacts with the passengers would lead to the overall satisfaction of the passengers.
This is where there is a need for the immigration officer needs to shed the “old way of doing things” and adapt to the “new technology” and bring customer.
Some of the challenges of these personnel are
· Lack of Awareness
· Lack of training
· Resistance to change from traditional ways to doing things
· Resistance to process transformation and trying to force process translation.
