Technology Acceptance among Frontline Workers in Client Supervision

Abstract

The role of information and communication technologies (ICTs) has recently increased in the Norwegian Labour and Welfare Administration (NAV). NAV provides public service supervision, and its frontline workers are heavily dependent on using ICTs in their work, especially in client supervision. As frontline workers adapt to and use ICTs in their work, the acceptance of ICTs has become central to this transition. The objective of this study is to examine how frontline workers perceive the use of different ICTs (i.e., digital activity plan, chat, phone, and video) in public service supervision. A cross-sectional study was conducted to investigate technology acceptance among 256 frontline workers in NAV. The technology acceptance model (TAM) was used to assess frontline workers’ acceptance of ICTs in client supervision. The results of the exploratory factor analysis indicate the presence of two distinct factors: technology acceptance and ICT competence. In general, frontline workers in NAV exhibit high technology acceptance and moderate ICT competence. The multiple regression analyses demonstrated that individuals with over 10 years of professional experience exhibit lower technology acceptance and competence. The findings are consistent with the idea that technology acceptance is not uniform and can vary depending on the specific technology used. In line with previous research, we argue that ICT competence and training are crucial factors affecting technology acceptance.

Keywords

• information and communication technology
• ICT
• digitalization
• public services
• frontline workers