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.