Intelligent Agents as Staff Allocation Optimization Assistants in ICT Services Support

Organizational Information and Communication Technology (ICT) services are becoming more critical and complex and this growing dependency leads to growing requirement for quality support. This paper explores how the concept of Intelligent Agents can be utilized to enhance performance in ICT services support. The study was conducted to investigate the process of ICT staff allocation in Kenya Revenue Authoritys (KRA) ICT department. The findings revealed that currently, the ICT department does not serve the organizations demands adequately due to challenges attributed to uncoordinated, unmanaged and under-resourced ICT services. The study concluded that due to the increasing demand in speed and performance in the delivery of quality business operations, organizations must learn to exploit various trends for optimizing staff workloads. By playing the role of staff allocation optimization assistants, Intelligent Agents may offer such solutions thus change how businesses deliver, evolve and grow. The study recommended the development of an Intelligent Agent to aid in both intra and inter-departmental support services.