The effectiveness of e-government system in enhancing service delivery in local government authorities in Tanzania: A case of Kinondoni district

Sungura Mlas; Andrew S. Sulle

doi:10.51867/scimundi.6.2.34

Autores

Sungura Mlas Mzumbe University, Tanzania
Andrew S. Sulle Mzumbe University, Tanzania https://orcid.org/0009-0003-9672-3990

DOI:

https://doi.org/10.51867/scimundi.6.2.34

Palavras-chave:

Challenges, E-Government, Efficiency, Implementation, Kinondoni District, Service Delivery, Tanzania

Resumo

This study assessed the effectiveness of e-government systems in enhancing service delivery in Kinondoni District, Tanzania. Specifically, the study examined the effectiveness of e-government implementation, evaluated the extent to which e-government systems improve efficiency in public service delivery, and identified the key challenges affecting their implementation and use. This study was guided by theSocial Cognitive Theory and the Technology-Organisation-Environment Theory. A pragmatist research philosophy guided the use of a mixed-methods approach in a descriptive cross-sectional research design. The target population comprised of the management and technical staff involved in the implementation and use of e-government systems in Kinondoni Municipal Council, together with key informants responsible for ICT and public service administration. A total of 92 staff respondents were selected using simple random sampling while 9 key informants were selected purposively for interviews. Primary data were collected through structured questionnaires and semi-structured interviews. Quantitative data were analysed using descriptive and inferential statistics with the aid of SPSS while qualitative data were analysed using thematic analysis.The findings revealed that e-government systems in Kinondoni Municipal Council are moderately implemented. Although the systems are operational and supported by management, gaps remain in staff training, technical support and system integration. The study further found that e-government systems have significantly improved service delivery efficiency by reducing processing time, minimizing paperwork, and enhancing the accuracy of service delivery. However, improvements in service accessibility and citizen satisfaction remain moderate. The study also identified unreliable internet connectivity; system outagesand limited Information and communication technology (ICT) skills among staff, insufficient funding, low public awareness and resistance to change as major challenges affecting effective implementation. Regression analysis showed that effective implementation and operational efficiency have a significant positive influence on service delivery, whereas implementation challenges have a significant negative effect. The study concludes that although e-government systems have contributed to improved public service delivery in Kinondoni district, their full potential is hindered by infrastructural, technical and human capacity limitations. The study recommends strengthening ICT infrastructure, enhancing staff capacity through continuous training, , increasing financial investment in digital government initiatives and promoting digital literacy among citizens to maximize the benefits of e-government.

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