Efficiency of Electronic Service Delivery: A Case Study in Automated Systems for Customs Data (Asycuda) in Ethiopian Revenue and Customs Authority (ERCA)
No Thumbnail Available
Date
2010-11
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
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
Description
Keywords
Customs authority (ERCA)