THE PROSPECTS AND CHALLENGES OF INFORMATION AND COMMUNICATION TECHNOLOGY TRAINING IN SOCIAL SECURITY AND NATIONAL INSURANCE TRUST, PENSION HOUSE, ACCRA

ABSTRACT This dissertation explored the extent to which information and communication technology (ICT) is used in Social Security and National Insurance Trust (SSNIT) and how staff are trained to use ICT in the performance of their functions. It further examined how staff‟s ICT training needs are assessed as well as the prospects and challenges of ICT training in SSNIT and how these could be turned round for the benefit of SSNIT. The research was conducted at the head office of SSNIT (Pension House) with a sample size of one hundred respondents. Stratified random and convenience sampling procedures were utilised to select the respondents for the study. Data for the study were collected from SSNIT documents as well as questionnaires administered to selected respondents. Data analysis was done using Statistical Product and Service Solutions (SPSS) version 10.0 software. The research found that SSNIT makes a high use of ICT. However, not all staff are properly trained to utilise ICT in the discharge of their duties. During staff‟s training needs assessment, SSNIT did not involve staff and so ICT training conducted did not benefit some of the staff. SSNIT did not have an ICT training policy or adequate training facilities for ICT training in-house. The study clearly indicated that staff need continuous ICT education to update their knowledge and acquire new technical know-how because of the fast changing and evolving ICT world. This can be achieved with a clearly defined ICT training policy aimed at improving the overall performance of the organisation. iv ACKNOWLEDGEMENTS I would like to acknowledge the immense contributions made b