Evaluating The Efficacy of the e-immigration system in the Provision of Immigration Services in Tanzania

Abstract

The present study focuses on evaluating the efficacy of the immigration system in Tanzania. The Tanzania Immigration Services Department (TISD) adopted and institutionalized the e-immigration system in 2017. This system was introduced to streamline operations, automate services, reduce processing times, and ultimately improve the overall customer experience. One of the key goals was to ensure that the system not only modernized immigration processes but also provided a high level of security for the personal and sensitive data it handles. However, despite its implementation, a thorough evaluation of the system’s efficacy in enhancing service delivery has not been conducted. There have been anecdotal reports of improvements, yet the system’s true impact on efficacy and client satisfaction remains unclear. Thus, this research study aims to bridge that gap by evaluating the efficacy of the e-immigration system in Tanzania, with a specific focus on its impact on service delivery. A mixed-method approach was employed in data collection, combining questionnaires, interviews, and observations. The results reveal that, compared to the traditional system and semi-automated system, the e-immigration system has indeed shown substantial improvements in speed, reliability, and service automation. However, challenges remain. Many clients continue to express concerns about system security, user-friendliness, and the accuracy of feedback provided during the application process. Moreover, service outages and technical issues have impacted client satisfaction. To address these concerns, it is recommended that the system undergoes regular checks to address bugs and security vulnerabilities. Improvements in user-friendly interfaces, clear instructions, and the overall system layout will also enhance the client experience