Barriers to electronic public service delivery: the case of Ethiopian revenues and customs authority
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Date
2017-06
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Addis Ababa University
Abstract
The purpose of this study was to investigate barriers to electronic public service delivery in Ethiopia. Based on predetermined criteria of selection, Ethiopian revenue and customs authority was selected as a case institution. To conduct this study, descriptive research approach was used. Both primary and secondary source of data has been utilized. Primary data was gathered using a questionnaire, interview and observation. Respondents who are directly providing public service to the customer have participated in questionnaire survey. Subsequently, the data was organized using SPSS version 20 statistical software. Tables, charts and figures have been used for data presentation. Descriptive data analysis, frequency and percentage have been employed to present, interpret and analyze the data. Qualitative data obtained from the interview made with officials, experts and beneficiaries was presented and analyzed in an integrated way in support of other primary data. The findings of the study revealed that there are barriers that hinder e-electronic public service delivery in ERCA. Generally, barriers can be classified in different categories (legislative barriers, administrative/organizational barriers, technological/technical barriers, social and financial barriers). Hence, the result implies that there is a need to fulfill the requirement for effective electronic public service delivery in the side of the government. Further, the organization should give due attention to strengthen the institutional capacity to implement e-service. Both employees and customers should also play their part in the process of electronic public service delivery.
Description
A thesis submitted to the school of graduate studies in partial fulfillment of the requirements for the degree of masters of arts in public management and policy (MPMP)
Keywords
E-readiness, E-service, Government to citizen, Public service delivery