Challenges Facing E-Government Initiatives on Public Service Delivery in Tanzania Public Organisations: A Case of Tanzania Posts Corporation Head Office

Abstract

The study assessed Challenges facing e-government initiatives on public service delivery in Tanzanian public organizations, a case of Tanzania Posts Corporation Head Office. The objectives were to evaluate the level of digital services infrastructure implemented in enhancing service delivery by the Tanzania Posts Corporation Head Office, to examine the roles of capacity building and training of e-government initiatives on public service delivery. The study used both primary and secondary data and mixed approaches of both Qualitative and quantitative methods in analyzing the Challenges facing e-government initiatives on public service delivery in Tanzanian public organizations. This study was comprised of 102 respondents including members from Information and Communication Department (IT), Finance Department, Director of TPC, customers and Staff Members. Data were collected through questionnaires and interviews and it was analyzed by using Statistical Package for Social Science (SPSS) version 26 and thematic analysis. The study revealed that there was generally positive sentiment towards the accessibility and efficiency of digital services. However, it also identified several significant challenges that hinder the full potential of e-government initiatives. These challenges include inadequate digital literacy among users, poor internet connectivity, and insufficient government funding. The research emphasized the critical role of ongoing capacity building and training programs in enhancing public servant skills and fostering greater public trust in e-government services. In conclusion, this study underscored the necessity for targeted interventions to bridge the digital divide, particularly for marginalized communities, and emphasized the urgent need for comprehensive awareness campaigns to enhance public engagement with e-government services. Recommendations include investing in digital literacy programs, improving internet connectivity, allocating adequate funding for e-government initiatives, and fostering a culture of innovation within public organizations to reduce bureaucratic resistance.