As part of the e-government initiative, public agencies have applied information and communication technology in their work processes. These systems have been planned and introduced to enhance the efficiency of internal management with little understanding of the impacts on the attitudes of the employees as postulated in the socio-technical theories. Satisfaction with the highly digitalized nature of the job is an important antecedent to many important employee and organizational outcomes. This study examined the impact of the SIKAP work system introduced in Road Transport Department (RTD) through which most services are delivered to the public, on the job satisfaction of the staff. A conceptual framework drew inspiration from the Technology Adoption Model to link the digital work system to job satisfaction. A cross sectional questionnaire survey of 84 counter service employees in teh RTD, Wilayah Persekutuan was carried out top test the postulated model. The data were analysed using Statistical Package for Social Science (SPSS V.12). The employees were moderately satisfied with their job. The results also showed that perceived usefulness is positively related to job satisfaction i.e. the greater the perceived usefulness of the SIKAP work system, the higher was the satisfaction with the job. However, perceived ease of use did not significantly affect job satisfaction suggesting that the SIKAP system although very useful to the execution of the work, it was not a user friendly system. Further analysis to examine the moderating effects of demographic factors on relationship between Perceived Ease of Use and Perceived Usefulness and job satisfaction only provided support for tenure. As the government aggressively introduced ICT in the work processes to improve efficiency in the services, it must also ensure that the systems developed and deployed are indeed helpful in the execution of the tasks by the staff. as shown in this study, systems that are useful may not be viewed as easy to use. Future deployment of work systems must strive to achieve both goals to stimulate complete adoption of the systems and for the critical service employees to enjoy the use of the system. Such an ideal is not un-achievable if careful consideration is given to all parties. The findings, however, must be applied with some caution. The study was limited to one branch of RTD. The extension of the findings to other RTD branches may carry less risks than in the case of other agencies.
