Assessing the effectiveness of compliance inspection in ensuring the quality of ICT products and services: a case of the compliance department at ICASA

This study assesses the effectiveness of compliance inspection in ensuring the quality of ICT products and services at the Independent Communications Authority of South Africa (ICASA). The Independent Communications Authority of South Africa (ICASA) is an independent regulatory body of the South African government, established in 2000 by the ICASA Act to regulate both the telecommunications and broadcasting sectors in the public interest. The ICASA approved label, found on internationally manufactured products, implies the products meet quality standards, stipulated by ICASA. A qualitative study using interviews from a sample of 13 participants was carried out. The study found that there are functional integration challenges that are reflected in inspection activities and outcomes, which are not reported to relevant departments, while other supporting activities, such as the provision of security personnel during site inspection, are not made available to support effective compliance inspection activities and effectiveness. The study also found randomized inspections help to cut down on risks. Lastly, the study noted a profound lack of a post-market surveillance in place to continuously ensure that the equipment and the systems, placed in the market, maintain conformance with the applicable technical standards. The study further revealed that licensees lack adequate information and knowledge regarding compliance regulations and acts, which fosters non-compliance and renders compliance inspection ineffective