Technology and Immigration System: A New Paradigm for Improving Government Service Delivery in Tanzania

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Mustafa Kassim Kipingu
Deodatus Patrick Shayo


This paper explores how digital transformation has improved the delivery of immigration services. In contrast, this refers to the fact that, despite the existence of e-immigration services, there has been inadequate research to examine the e-immigration system in Tanzania. This paper explores the e-immigration portal, its advantages, and its challenges. Using a mixed-method, data were collected from secondary and primary sources through document review, portal analysis, interviews, and questionnaires. Primary and secondary data show that e-immigration portals can be accessed using personal computers, smartphones, and internet cafes. Also, the time for applicants to receive passports and travel documents has decreased from more than seven days in the old manual system to three days on average in the new e–immigration system. Following the transforming government process, immigration service delivery has been improved by implementing the e–immigration system. Thee–immigration services offer advantages to users like online application, online payment, time-saving, and costs, but challenges like digital literacy, inaccuracy of information, feedback, and network problems impact the system's smooth operation. Here digital literacy campaign, feedback mechanism, applicant support desk, and digital service desk are recommended.


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Mustafa Kassim Kipingu, & Deodatus Patrick Shayo. (2021). Technology and Immigration System: A New Paradigm for Improving Government Service Delivery in Tanzania. PanAfrican Journal of Governance and Development (PJGD), 2(2), 81-106.
Author Biographies

Mustafa Kassim Kipingu, Dar es Salaam University College of Education, Tanzania.

Mustafa Kassim Kipingu is a government employee with Tanzania Immigration Service Department. He graduated Master of Arts in Public Administration from Dar es Salaam University College of Education, University of Dar es Salaam, Tanzania. His main research areas are digitalization of government service delivery, immigration services, and participatory governance.

Deodatus Patrick Shayo, Ardhi University, Dar es Salaam, Tanzania.

Dr. Deodatus Patrick Shayo is a Lecturer and researcher at the Department of Economics and Social Studies at Ardhi University, Tanzania. His Ph.D. is in Political Science, obtained from Muenster University, Germany. He has participated in several conferences, seminars, and workshops – both national and international level – with a focus on, among others, digital governance, digital society, local democracy, and gender issues. He is a body member Research Committee (RC10) on Electronic Democracy, International Political Science Association (IPSA). His research interests include community crowdsourcing and digital engagement, online participation, crowd-monitoring smart city services, digital inclusion, and technology in local governance.


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