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

Abstract

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.