Efficiency of Electronic Service Delivery: A Case Study in Automated Systems for Customs Data (Asycuda) in Ethiopian Revenue and Customs Authority (ERCA)

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Date

2010-11

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Addis Ababa University

Abstract

This study aims to explore the efficiency of electronic service delivery by taking Automate System Customs Data (ASYCUDA) as the case study in Ethiopia Revenue and Customs Authority (ERCA). To conduct this study descriptive research methods were used. The study tried to describe the effiency of the system (ASYCUDA) by triangulating different ideas from the point views of customers, employees and other relevant office, which used ASYCUDA, processed datain their works. Asurvey has beenusedtocollect dataformthetotalof samplesizeof 194.Thesample of this study were chosen using systematic, purposive and non-random sampling. Questionnaires, interviews, data analysis and organization observations were used to collect necessary data. The research study involved three categories of sample population:customers of theorganization,employees of ERCA andrelevant office who directly used the report of ASYCUDA driven data. Data analysis was made by using SPSS version 17 software and other simple stastical tools like percentage, ratio and tables. The study finding indicate that even though ASYCUDA is facilitating the import and export process of the organization, it face implementation problems. This creates in effiency in the maximizations of the benefits expected from implementations of ASYCUDA. The major technical and institutional problems associated with were also analyzed. Some of the challenges, which create problems in smooth process of implementation of ASYCUDA, were: repeated system failure because of different reasons, frequent electronic power interruptions and These frequent failures of networks. create a big problem inimport and export process of the organization. From the analysis of the above problems through questionnaires and interviews, the 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 very smooth. The study gives recommendations accordingly and some of the recommendations are: give training to employees reading ASYCUDA, using latest versions of ASYCUDA, improve managing system of the work process, improve the availability of network by coordinating with Ethiopian Telecommunications (ETC) and Ethiopian Electric Power Authority regardingelectric power failuresoruseother means to reduce the power interruptions at working hours

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Keywords

Customs authority (ERCA)

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