Berhanu, Elias (PhD)Bekele, Gossa2018-07-112023-11-042018-07-112023-11-042015-06http://etd.aau.edu.et/handle/123456789/8014This 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 hoursen-USCustoms authority (ERCA)Thesis