The Effect of E-Service Implementation on Passport Service Delivery in Dar Es Salaam, Tanzania:

Abstract

The rapid advancement of information and communication technology (ICT) has led the Tanzanian government to adopt e-service systems to enhance efficiency, transparency, and accessibility in public service delivery. This study assessed the effect of e-service implementation on passport service delivery, focusing on the Immigration Department in Dar es Salaam. Specifically, the research examined the effect of the integrated service approach on passport delivery, assessed the impact of e-service processing speed, and identified challenges affecting e-service implementation. A descriptive research design was employed using both qualitative and quantitative approaches. Data were collected from 162 respondents through structured questionnaires and semi-structured interviews. Quantitative data were analysed using descriptive statistics and multiple linear regression, while qualitative data were analysed through content analysis. The findings revealed that the integration of e-services significantly improved the efficiency, accessibility, and timeliness of passport service delivery. Moreover, e-service processing speed enhanced customer satisfaction and trust in the system. However, the study identified several challenges, including digital illiteracy, inadequate ICT infrastructure, poor internet connectivity, and a lack of clear service timelines, which hindered optimal performance. The regression results showed that the integrated service approach had a strong positive and statistically significant effect on timely passport delivery (B = 0.471), with combined factors explaining over 80% of the variation in service timeliness. The study recommends strengthening system integration, investing in ICT infrastructure, promoting digital literacy, improving service timelines, and enhancing government support to ensure sustainable and inclusive e-service delivery. Overall, the study concludes that effective e-service implementation can substantially transform public service delivery and improve citizens’ satisfaction in Tanzania.