DEVELOPING AN INTEGRATED TECHNOLOGY FRAMEWORK TO IMPROVE INTER-AGENCY COLLABORATION FOR SUPPORTING PERSONS WITH DISABILITIES IN NAMIBIA

Abstract

Government and private institutions worldwide are moving toward centralised, integrated systems to improve service delivery through better information sharing and coordination. In Namibia, agencies supporting persons with disabilities operate fragmented digital systems with limited inter-agency communication. This research paper presents an integrated technology framework for these agencies and highlights the potential benefits of its implementation. The primary objective is to develop an integrated technology framework that improves inter-agency collaboration for supporting citizens with disabilities in Namibia, achieved through reviewing current systems, identifying key success factors, analysing empirical evidence, and evaluating the proposed framework. An interpretivist research philosophy and qualitative design were employed. Eighteen participants from four key agencies were purposively selected to complete open-ended questionnaires, with data analysed thematically. Findings reveal that although Namibia has made progress in disability support through digital systems, fragmented systems, limited interoperability, inadequate infrastructure, and persistent paper-based processes continue to hinder effective service delivery. The study contributes an eight-layer integrated technology framework grounded in the DeLone and McLean Information Systems Success Model, offering actionable implementation pathways for improved disability service coordination in Namibia and similar developing country contexts.