Journal Article

Bridging digital divide in human resource functions: Information and communication technology usage within KwaZulu-Natal’s public sector

Ziqubu, Siyabonga

2026

Overview

Orientation: Information and Communication Technology (ICT) in human resources (HR) is essential for enhancing operational efficiency. However, slow ICT adoption remains a challenge. This study explored the adoption of ICT in HR practices through the lens of Unified Theory of Acceptance and Use of Technology (UTAUT). Research purpose: This study investigates ICT adoption in HR practices at Zululand Health District. Motivation for the study: The coronavirus disease 2019 (COVID-19) pandemic highlighted significant gaps in ICT adoption within HR practices. This study was motivated by the need to explore the adoption and use of ICT in HR to ensure operational continuity. Research approach/design and method: A qualitative approach employing semi-structured interviews with eight HR employees within the Zululand Health District was used. Thematic analysis was used to identify key themes and patterns. Main findings: The findings revealed that through ICT, HR functions would be achieved with ease. Additionally, the constructs of the UTAUT framework, namely performance expectancy, effort expectancy and facilitating conditions, play a big role in ICT adoption and use. Practical/managerial implications: Managers should prioritise procuring ICT resources and ensure access to up-to-date resources, as well as reliable Internet connectivity and a stable power supply. Digital health strategies and national policies should ensure digital equity by expanding rural ICT infrastructure and digital capacity-building programmes. Global digital health initiatives should prioritise ICT resources and training in rural settings. Contribution/value-add: This study provides localised insights into ICT adoption and highlights lessons that are transferable to other rural health systems by extending the UTAUT model to a resource-constrained public sector.