Efficiency of Electronic Service Delivery: A Case Study of Automated Systems for Customs Data (ASYCUDA) in Ethiopian Revenue and Customs Authority (ERCA)
No Thumbnail Available
Date
2015-06
Authors
Journal Title
Journal ISSN
Volume Title
Publisher
Addis Ababa University
Abstract
This study aims to explore the efficiency of electronic service delivery by taking
Automated System for Customs Data (ASYCUDA) as the case study in Ethiopia
Revenue and Customs Authority (ERCA). To conduct this study descriptive research
method was used. The study tried to describe the efficiency of the system (ASYCUDA)
by triangulating different data from the view points of customers, employees, clearing
agents and other relevant offices which use ASYCUDA processed data in their works.
Survey has been used to collect data from the total sample size of 130.The sample
of this study were chosen using stratified random sampling. Questionnaires, interviews,
data analysis and observation were used to collect necessary data. The research study
involved three categories of sample population: customers of the authority, employees of
ERCA and relevant offices which directly use the report of ASYCUDA driven data. Data
analysis was made by using SPSS version 20 software and other simple statistical tools
like percentage, ratio and tables.
The study finding indicates that even though ASYCUDA is facilitating the import
and export process of the authority, it faces implementation problems. This creates
inefficiency in the maximizations of the benefits expected from implementations of
ASYCUDA. The major technical and institutional problems associated with
implementations of ASYCUDA were also analyzed. Some of the challenges which
created problems in smooth process of implementation of ASYCUDA were: lack of
trained manpower, repeated system failure because of different reasons, frequent electric
power interruptions and frequent network failures. These have created a big problem in
import and export process of the authority.
From the descriptive statistics method of quantitative data analysis and interview
interpretation, study concludes that these factors should be improved by creating
coordination inside and outside of the organization to improve the efficiency of
ASYCUDA which solve the problems of import and export process and make the
revenue collection of ERCA smooth. The study gives recommendations accordingly and
some of the recommendations are: give training to employees regarding ASYCUDA,
using latest versions of ASYCUDA (version four instead of version three), improve
management system of the work process, improve the availability of network by
coordinating with Ethiopian telecommunication (ETC) and Ethiopian Electric Power
Authority regarding electric power failure by using alternative source of energy to reduce
the power interruptions at working hours
Description
Keywords
Customs authority (ERCA)