Effectiveness of ict application in service Delivery in public pension funds of Tanzania: A case study of ICT application in the Public Service Pension Funds (PSPF)
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Mzumbe University
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A Dissertation Submitted in Partial fulfilment for the Requirements for Award
of the Degree Master of Human Resource Management (Msc-HRM) of Mzumbe
University
The study aimed at studying the effectiveness of ICT application in service delivery in public pension funds of Tanzania (PSPF). PSPF was a case to study. To reach this goal the study employed three objectives, namely to find out the reasons for PSPF to opt for the use of ICTs in service deliveries; to identify the perceptions of PSPF customers on the use of ICT in service deliveries; and to analyse the challenges facing PSPF in using ICTs in delivering services. The study used questionnaires to solicit data from 60 respondents both from PSPF officials and customers. The major findings were that PSPF decided to move to the use of ICT to increase the administrative efficiency which thereby ensures better delivery of services to the customer. Also, the main motives of providing electronically by PSPF is to make better service delivery, it includes Quality,timing and quantity. Also, this research revealed that the survey indicated that there was a demand for providing more services electronically from service customers. On the other hand, all the service providers‟ respondents viewed the need of expanding the present eservices they are providing, meaning that service providers also want to provide more services electronically. The study concludes that organizational factors (human resources, ICT infrastructure, financial resources and attitude of service providers) found to be associated to the effectiveness of e-services, while customers‟ factors (customers’ demand and customers’ knowledge) were not found to be associated with the effectiveness of ICT-services. Moreover, the organizational factor influence the effectiveness of eservices, so it sounds logical to assert that the role of PSPF factors is significant for making ICT-services effective and if the organizational factors are more emphasised and strengthened, then the e-services‟ effectiveness would be more.
The study aimed at studying the effectiveness of ICT application in service delivery in public pension funds of Tanzania (PSPF). PSPF was a case to study. To reach this goal the study employed three objectives, namely to find out the reasons for PSPF to opt for the use of ICTs in service deliveries; to identify the perceptions of PSPF customers on the use of ICT in service deliveries; and to analyse the challenges facing PSPF in using ICTs in delivering services. The study used questionnaires to solicit data from 60 respondents both from PSPF officials and customers. The major findings were that PSPF decided to move to the use of ICT to increase the administrative efficiency which thereby ensures better delivery of services to the customer. Also, the main motives of providing electronically by PSPF is to make better service delivery, it includes Quality,timing and quantity. Also, this research revealed that the survey indicated that there was a demand for providing more services electronically from service customers. On the other hand, all the service providers‟ respondents viewed the need of expanding the present eservices they are providing, meaning that service providers also want to provide more services electronically. The study concludes that organizational factors (human resources, ICT infrastructure, financial resources and attitude of service providers) found to be associated to the effectiveness of e-services, while customers‟ factors (customers’ demand and customers’ knowledge) were not found to be associated with the effectiveness of ICT-services. Moreover, the organizational factor influence the effectiveness of eservices, so it sounds logical to assert that the role of PSPF factors is significant for making ICT-services effective and if the organizational factors are more emphasised and strengthened, then the e-services‟ effectiveness would be more.
Keywords
application in service