Assessment of the effectiveness of residence permit management system on enhancing service delivery at the immigration department of Tanzania

The study aimed at assessing the effectiveness of Residence Permit Management System (RPMS) on enhancing service delivery at the Immigration Department of Tanzania. The study employed a mixed methods (quantitative and qualitative) research design in gathering, processing and analyzing data. Generally, 81 respondents were purposively selected and participated in the study. Quantitative data were analyzed by using the IBM Statistical Package for Service Solutions (SPSS) version 20 whereas qualitative data were subjected to content analysis. The key findings suggest that the majority of the staff and customers agreed that RPMS has improved residence permit service delivery hence achieving its objectives. Apart from that, the study revealed that top management support, qualified personnel, funds, perception on ease of use, attitudes, usefulness of the system, power, ICT infrastructure are important ingredients that influence the utilization of the system. The findings further disclosed that timely service, security, records management, controlling of document production and an increased revenue collection were enhanced. Accordingly, the Immigration Department of Tanzania was not immune to the challenges that undermine the effectiveness of the RPMS notably inadequate of ICT facilities, financial constraints and staffing. On the basis of these findings, the present study recommends on adequate allocation of fund and improvement of ICT infrastructure in the Immigration Department of Tanzania for upgrading and sustaining the RPMS. Moreover, the present study also recommends prioritizing on staff training to enhance skills, knowledge and competence in utilizing the system. Additionally, the study recommends that there should be an introduction of online services and effective monitoring and evaluation of RPMS to increase its effectiveness.