The Need for e-Government to Provide Quality Services for Socio-Economic Development in Tanzania

Jonas N. Kamaleki

Supervisor: Mr. Mugaga Mugyabuso

A Research Paper Submitted in Partial Fulfillment of the Requirements for Masters of Information Technology and Management (ITM) Offered by Avinashillingam University of India in Collaboration with the Institute of Finance Management (IFM)

2011

Table of Contents

The Need for e-Government to Provide Quality Services for Socio-Economic Development in Tanzania 1 Table of Contents 2
1.Figure 1: Focal Domains for e-Government Initiatives ………………… 21 4 2. Figure 2: Age Distribution of Respondents . ………………………... 30 4 3. Figure 3: Gender Distribution of Respondents………………………… 31 4 4. Figure 4: Education Level of Respondents……………………………… 31 4 5. Figure 5: E-Services Proposed by Respondents………………………… 34 4 6. Figure 6: E-Governance Awareness of Respondents…………………… 35 4 7. Figure 7: E-Governance Awareness of Respondents ………………….. 37 4 8. Figure 8: Infrastructure for E-government…………………………….. 37 4 9. Figure 9: E-Government services used by Respondents………………. 37 4 10. Figure 10: Respondents satisfaction with e-services………………….. 38 4 14. Figure 14: Respondents Proposal on how to improve e-government service elivery41 4 LIST OF TABLES 4

Table 1………………………………………………………………………. 46 4 Acronyms and Abbreviations 5
DECLARATION 6
ABSTRACT 7
ACKNOWLEDGEMENT 9
1.1 Background of the Research 11
1.2 Statement of the Problem 14
1.3 Research Objectives and Questions 14
1.4 Rationale for Conducting the Research 15
1.5 Research Methodology 16
CHAPTER TWO 19
2.0 Literature Review 19
2.1 Introduction 19
2.2 E-government Description 19
What Does e-Government Cover. 19
Figure 1: Focal Domains for e-Government Initiatives 20
2.3 E-government Orientations and Evolutions 22
CHAPTER THREE 25
3.0 Methodology 25
CHAPTER FOUR 28
4.0 Findings and Interpretation 28
4.1 Data Analysis 28
4.1.1 Introduction 28
4.1.2 Respondents Age 28
Figure 2: Age Distribution of Respondents 30
4.1.3 Respondents Gender Distribution 30
Figure 3: Gender Distribution of Respondents 31
4.1.4 Respondents Education Levels 31
Figure 4: Education Level of Respondents 32
4.1.4 E-services that Respondents Proposed to be Provided by the Government 33 Figure 5: E-Services Proposed by Respondents 33
4.1.5 E-government Awareness 34
Figure 6: E-Governance Awareness of Respondents 34
Figure 7: E-Governance Awareness of Respondents 35
4.1.7 Is the existing infrastructure conducive for e-government? 36 Figure 8: Infrastructure for E-government 36
4:1.8 E-services that have been used by Respondents 37
Figure 9: E-Government services used by Respondents 37
4.1.9 Are you Satisfied with E-services? 37
4.1.10 The suggestions on how to improve e-government. 38
Source: Deduced from the analysis of the questionnaires 39
4.1.11 What extra-eservice would you like see being provided by e-government? 39 Source: Deduced from the analysis of the questionnaires 39
4:1.12 Would you prefer to use e-services? 39
4.1.13 Proposal on how to improve e-government service delivery. 40 4.1.14 General recommendations on e-government improvement for socio-economic development and productivity increase. 41 CHAPTER FIVE 43

5.0 Discussion of Findings 43
5.1 INTRODUCTION 43
5.2 Results Discussion 43
5.3 Proposed Extra e-services 45
5.4 Proposals on how to improve the existing ICT infrastructure for e-government 46 5.5 Recommendations 47
References 48

LIST OF FIGURES
1.Figure 1: Focal Domains for e-Government Initiatives ………………… 21 2. Figure 2: Age Distribution of Respondents . ………………………... 30 3. Figure 3: Gender Distribution of Respondents………………………… 31 4. Figure 4: Education Level of Respondents……………………………… 31 5. Figure 5: E-Services Proposed by Respondents………………………… 34 6. Figure 6: E-Governance Awareness of Respondents…………………… 35 7. Figure 7: E-Governance Awareness of Respondents ………………….. 37 8. Figure 8: Infrastructure for E-government…………………………….. 37 9. Figure 9: E-Government services used by Respondents………………. 37 10. Figure 10: Respondents satisfaction with e-services………………….. 38 11. Figure 11: Respondents suggestions on how to improve e-services satisfaction39 12. Figure 12: Extra e-service to be provided by the government ………………….39 13. Figure 13: Respondents who prefer to use e-services……………………………40 14. Figure 14: Respondents Proposal on how to improve e-government service elivery41 15. Figure 15: Respondents recommendations on e-government……………………43 LIST OF TABLES

Table 1………………………………………………………………………. 46

Acronyms and Abbreviations
APEC Asia-Pacific Economic Cooperation
ASYCUDA Automated System for Customs Data
BRELA Business Registration and Licensing Agency
CIO Chief Information Officer
COSTECH Tanzania Commission for Science and Technology
E-Government Electronic Government
G2B Government to Business
G2C Government To Citizens
G2E Government To Employee
G2G Government To Government
HRD Human Resources Development
ICT Information and Communication Technology
ICT4D Information and Communication Technology for Development IFM Institute of Finance Management
ITU International Telecommunication Union
MKUKUTA Mkakati wa Kukuza Uchumi na Kupunguza Umaskini
OECD Organization for Economic Cooperation and Development PAYE Pay As You Earn
RITA Registration Insolvency and Trusteeship Agency
SPSS Statistical Package for Social Sciences
TRA Tanzania Revenue Authority
TRL Tanzania Railways Limited
TV Television
UN United Nations
USA United States of America
VAT Value Added Tax

DECLARATION

I, Jonas Nganyirwa Kamaleki, declare that this Research Report is my own original work and has not been presented and will not be presented to any other Institute or University for a similar or any other degree award. I further declare that this report contains no materials previously presented by another person(s) except where due reference is made in recognition of the source.

Signature____________________________________________________

ABSTRACT
e-Government is the use of information and communication technologies (ICTs) to improve the activities of public sector organisations. E-Government in Tanzania is about provision of quality services to the public through technology (United Republic of Tanzania, 2008). The Government has recognized the importance of enhancing service delivery through ICT. The key government strategy paper Vision 2025 noted that “ICT opportunities can be harnessed to meet national development goals”. Similarly the medium term National Strategy for Growth and Reduction of Poverty (MKUKUTA) emphasizes the need to increase application of technology in accelerating productivity (United Republic of Tanzania, 2008). This study aimed at proving whether the embarking on e-government would improve socio-economic development. It is quite cumbersome for instance for someone in Ruvuma, Kagera, Kigoma or Mara Regions to register a company in Dar es Salaam. A person in those regions will take some days to travel from those ends to Dar es Salaam. On arriving in Dar, one has to board a bus (daladala) to BRELA, this also takes some few hours. At BRELA, this person has to wait in a cue in order to pick forms for company registration. He/she travels back home to fill in the forms and return them to BRELA. This also takes a number of days. When this is completed, there is a need also to make payment and wait for some days to have a certificate of registration. All this is time wasting. With e-government, registration forms are to be downloaded or filled online and sent to BRELA then the payment can be done online then the certificate has to be sent online then printed on the receiving or requesting end. Thus, egovernment will minimize both time and cost hence increasing productivity for socio-economic development. According to this study, there are many e-services that are demanded by citizens in order to increase efficiency. These activities include: company registration, taxation, e-billing, online school application, e-health, e-election/voting, e-procurement and e-ticketing. However, the study revealed that the current existing infrastructure is not conducive for e-government practicing in the country. This is evident through respondents who showed that the current infrastructure is not conducive. Respondents in this question who negated this infrastructure amounted to 81.8 per cent while those who said it was conducive only were 18.2 per cent.

The study on e-government to increase efficiency and productivity come up with recommendations for e-service delivery. These services were notably: Improving ICT infrastructure, ICT literacy, government commitment on laying down policies and facilitating e-service delivery.

ACKNOWLEDGEMENT
It is quite a pleasure to acknowledge individuals who assisted me to make this study possible. In a special way I thank the Almighty God who gave me health and ability to study without falling sick even a single day during my studies. Secondly, I would like to express my gratitude to my Supervisor, Mr. Mugyabuso Mugaga for his great cooperation and insipiration throughought proposal writing and research completion. He deserves many thanks. In a very special way, I express my sincere thanks to my beloved wife, Mrs. Pelagia J. Kamaleki for giving me ample time to study and conduct my research, while taking full responsibility of family affairs. May God reward her abundantly. I also extend my thanks to my children who realised that their father was busy with this study thus reducing demands on my side. This special appreciation goes to my son, David J. Kamaleki and my daughter, Esther J. Kamaleki. I greatly give thanks to my employer, COSTECH for supporting my study financially. Special thanks go to COSTECH Director General, Dr. Hassan Mshinda, Director of Administration and Finance, Mr. Eliab Chijoriga and all COSTECH directors for their support without forgetting Dr. Rose Kingamkono who authorised my study permission and my Director, Dr. Raphael Mmasi who gave me time to compile this study. More thanks go to Dr. Mateo Raphael who constantly gave me moral support and encouragement during my study.

I thank as well Church members of Haleluya Ministry who tirelessly prayed for me during the period of study, may the Almighty God reward them. My classmates prayed a key role in making feel well at the time of study. Very fruitful study discussions made me pass my examinations and complete other class assignments. In a very special manner, I thank my friend Mr. Shagihilu M. Shagihilu who supported me in numerous things that I cannot enumerate at this juncture. Mr. Jaffer Uledi, Emma Ngugo, Hekima Ngindo, Dennis Hyera, Kristofa Nkembo, Sosthenes Malimi, Deusdedit Kabunduguru, Haji Ameir, Kisengi Mramba, Tindi Mdeka, Margreth Philemon and many others, the list is endless, prayed an important part in this study. I have also to thank in a very appreciative spirit, Dr. Georges Shemdoe of C...

-167 -45 -55 -60 -73 -85 /e.../2008-02_world_e-gov_ranking.pdf /success/definitions.shtml /voting 1 1.0 1.1 1.12 1.2 1.3 1.4 1.5 1.8 1.figure 10 100 11 11.4 12 13 14 14.3 15 151 16 16th 17.1 18.2 19 1990s 1994 1996 1999 2 2.0 2.1 2.2 2.3 2.857143 2.9 2.941176 20 20.0 20.58824 20.6 2000 2001 2002 2003 2004 2005 2006 2007 2008 2009 2010 2011 2025 20th 21 22 23.5 23.52941 25 26 279 28 29.4 29.41176 2nd 3 3.0 30 31 32 33 34 35 36 37 37.1 38 38.23529 39 4 4.0 4.1 4.1.1 4.1.10 4.1.11 4.1.13 4.1.14 4.1.2 4.1.3 4.1.4 4.1.5 4.1.6 4.1.7 4.1.9 40 41 43 45 46 46.9 47 48 5 5.0 5.1 5.2 5.3 5.4 5.5 5.714286 5.882353 5.9 50 51 52 53.1 55 56 6 65 67.64706 7 74 79.4 8 8.8 8.823529 81.8 9 91.17647 97 a-level abbrevi abil abstract abund acceler access accord account achiev acknowledg acronym across action activ ad adapt addit address admininstr administ administr admiss advanc advantag advic advoc affair afford africa aftermath age agenc agre aim airtel al al-kibsi alloc almighti almost along alreadi also ameir amelior america amount ampl analys analysi analyz and/or anoth answer anywher apec appear appli applic appreci approach april archiv area arif arisen arm arriv asean asia asia-pacif aspect assign assist asycuda atm attach attain author authoris autom avail avenu avinashilingam avinashillingam avoid awar award away b b1 back background bad bank base basi basic bate becom belov benchmark beneficiari benefit best better big bill birth/death/marriage bit board boer boom boost boyl brela briefli bring broader budget build bureau bureaucraci bureaucrat bureaus bus busi button c c.k calcul call came canada cannot cap capac car carri case cast categori census cent central centric certain certif challeng chanc chang channel chapter character characterist chart cheap chidurala chief chijoriga children china choos church cio citizen citizen-centr citizen-focus class classmat clear click close collabor collect collection/taxation come commend commerc commiss commit common communic communiti commut compani compil complaint complet compon comput concept conceptu concern conclus conduc conduct confer connect consequ consist constant consum contact contain content control conveni cooper coordin corpor corrupt cost cost-effect costech could counter countri cover creat creation cue cultur cumbersom cumul current custom cut d daladala daniel dar data daughter david dawasco day day-to-day de deal dear decemb decis declar deduc deduct deepen definit degre deliber deliv deliveri demaio demand democratis denmark denni depict deriv descript deserv design despit detail determin deusdedit develop differ dimens diploma director discuss dispar dissemin dissert distanc distinct distribut district document documentari domain domin done download dr drainer drastic draw driven due e e-admininstr e-administr e-asean e-bank e-bil e-citizen e-commerc e-elect e-examin e-govermnet e-govern e-health e-literaci e-mail e-pay e-procur e-revenu e-servic e-societi e-tax e-ticket e-vot eadministr earlier earn east ebank ecitizen econom ed educ eelect effect effici effort egovern ehealth eighth either elect electr electron eliab elivery41 embark emerg emma emphas emphasi employ employe empower enabl encompass encourag end endless engin enhanc enjoy enough ensur enter enumer eprocur ernst es eservic esocieti especi essenti establish esther et etax europ european evalu even everi everybodi evid evolut examin exampl excel except excess exchang execut exercis exist expans expect expens experi experienc explan expos express extend extent extern extra extra-eservic f facil facilit fall famili far fast father feel femal figur file fill final financ financi find firm first five flag flourish focal focus follow forc forget form formul found four fourth framework friend fruit fulfil full fulli function g g2b g2c g2e g2g gave gemini gender general georg get give given globe go goal god goe good govermnet govern graphic gratitud great group grow growth grönlund guid h haji haleluya hallmark hand happen har hassan he/she health heard hekima help henc hershey high highlight himalaya hindranc histogram histori holder home hour hous howev hrd human hyera hypothet i.e ict ict4d id idea identifi ifm ii illiteraci illustr implement import improv includ incom inconveni incorpor increas india indic individu ineffect ineffici inexpens infer inform infrastructur ingold initi innov input input/output insipir insolv instal instanc institut instrument insular intellecut interact interest intern internet internet-en interpret intervent interview introduct invert invest investig involv isl issu itm itu j jaffer japan jim job jona journal junctur k kabunduguru kagera kamaleki kamuzora katerattaanakul kenya kerbi key kibsi kigoma kingamkono kinondoni kinyeki kisengi kiwango knew know knowledg known koloseni kombo korea kothari kristofa kukuza kupunguza l lack larg largest last late lay lead learn lectur left legitimaci less level licenc licens lie life like limit line list listen liter literaci literatur littl live loan local locat locus long lot lulea m m-pesa m.n m.p machin made mail main mainfram major make maker male malimi manag mani manner manual mara margreth marshal maryland massachusett master mateo materi matur may mckinzey mdeka mean meant measur medium meet melyoki member memo method methodolog metric microsoft might minim minimis ministri minor miyungir mkakati mkukuta mmasi mobil model modern moment money monitor month moral most moursh mr mramba mrs mshinda mtandao much mugaga mugyabuso multipurpos municip mutagayhwa n n.p na name nation necessari need needi negat neither netherland network new newli next nganyirwa ngindo ngugo nkembo non normal notabl note noth nourish ntiro number numer o o-level obi object oblig observ obstacl obtain oecd offer offic offici often on-lin one onlin open oper opportun option order ordinari organ organis orient origin other outnumb output outsid over-the-count p pa paci pacif packag pakistan palmer paper parallel part partial particip particular partner pascual pass passport pave pay payment pelagia peopl per perceiv percent percentag percept perform period permiss permit person pesa phase phd philemon phone physic pick pie pie-chart pioneer place plan pleasur point polici popsm popul portal posit possess possibl potenti poverti power pp practic practis pray prefer presenc present previous primari print privat problem proceed process procur product profil program programm progress project promot proper propos prove provid provis psrp public publish purchas purpos put pyramid qualit qualiti quarter question questionnair queue quit r r.k railway random rang rank raphael ratio ration rational rea readi realis realiz reason receiv recogn recognit recommend reduc reduct refer reform regard region regist registr regul regular relat relationship reliabl remit remov renew report repres represent reprint republ request requir rescu research resourc respect respond respons rest restor restrict result return reveal revenu review revis revolution reward rita road robert role rose rule rural ruvuma sage saharan said sake salaam sampl sandhu satisfact satisfaction39 satisfi save saw scarc school scienc second section sector secur see seek seem seen select self self-serv semina sengerema sent seri serikali serious serv servant server servic set sever shagihilu shahzad shanghai shemdo shortcom show shown siau sick side signatur signific simbo similar simplic sinc sincer singapor singl site situat slow small smith smooth social societi socio socio-econom solut someon son sosthen sourc south speak special specif speed spend spirit spss srivastava staff stage stakehold stand standard state statement static station statist step stimul stop store strateg strategi strengthen strong student studi sub sub-saharan submit success suggest suit summar summari supervisor suppli supplier support survey sustain sweden system t.s tabl take taken talk tanzania tanzanian task tax taxat teacher technic technician techniqu technolog technology.and telecentr telecommun telephon televis teller teo term terribl tertiari test thank thapliy theoret thesi thing think third three throughought throughout thus ticket tigo time tindi tire tireless titl took tool topic total toward tra tradit traffic train transact transfer transform transition.mba transpar travel tremend trigger trl tromp troubl true trusteeship ttcl tv twent two type typic u.n uchumi ulanga uledi umaskini un unanim unansw unawar understand undertak undp unesco unfortun unifi union unit univers unpreced unsatisfactori us usa usabl usag use util valid valu vari various vat ventur vers version via vision vol volum vote voters/stakeholders w wa wabung wait waseda wast wastag water way web websit week well went wescott whether whole wide wife wilkinson willmark wise within without won word work world would write wrong www.egov4dev.org www.egov4dev.org/success/definitions.shtml www.ejeg.com www.obi.giti.waseda.ac.jp www.obi.giti.waseda.ac.jp/e.../2008-02_world_e-gov_ranking.pdf www.udsm.ac.tz y ya year yes yin yonazi york young zanzibar zap zealand å