Consider the following scenario:

As a result of the global Corona virus pandemic, a South African food retailer has added an online option for customers to purchase their goods, offering free delivery. This has required purchase and implementation of a new ICT enterprise system and has presented several ICT challenges to the business. The retailer is particularly concerned about the extra stress the new system will place on its employees.

1. Explain why gaining user participation can be a challenge in an ICT implementation such as in the scenario.

2. Provide recommendations for customising the purchased ICT system to improve the exploitation of ICT for the retailer.