ROLE OF E- GOVERNMENT IN DELIVERY OF PUBLIC SERVICES.

Abstract

E-government facilitates delivery of public services of relevant government information in electronic form to citizens in a timely manner and better service delivery to citizens. E government is a kind of governmental administration which is based on Information Communication and Technology Services. Electronic government describes the use of technologies to facilitate the operation of government and disperse of government information and services. The scope of the study was limited to Tanzania Electric Supply Company Limited (TANESCO) in Ruvuma region. The population of thirty (31) were selected from a total population of 169 public servants use both purposive and stratified random sampling techniques applied. Data was collected by structured questionnaires about role of e government in delivery of public services with regards of research objective and questions of this study. The study employed a case study research design; both quantitative and qualitative methods were applied to enjoy the benefits of both approaches also to supplement each other. The major findings of study were on three focus; firstly about 67.7% of response from respondents agree that ICT infrastructures specifically modern computer connected to internet, reliable internet speed, well organized organization website, power availability in public operation contribute to efficient in delivery of services, it also noted by respondents to faster decision making, speeding up transaction processing and reduce cost. Secondly, the study found that 77.4% of responses from respondents were strongly agreeing that, the uptake of ICT in government operation, it supreme efficient in delivery of public services by employ e-government. As noted that quality of delivery public services improved as more acceptability of using the information technology and communication. Thirdly, the human capacity in ICT to public servants were influences the efficient in delivery of public services in TANESCO, 87.1% of respondents trained on ICT about 71% of response from the respondents agree computer knowledge, skill and experience improve efficient in delivery of public services. It further revealed that 93.5% of respondents on their daily work are delivery services by both face to face and electronically that improve standard and quality in delivery of public services. The study recommends that capacity building to public servants on ICT, install and strengthening ICT infrastructures to government organizational are inevitable to realise relevant role of e-government in delivery of public services.