The evaluation of effectiveness and utilization of ICT in Tanzania public organizations: the case of Tanzania Electric Supply Company Limited (TANESCO)

The organization effectiveness in the utilization of ICT is the key variable in any utility sector, which offers services to its clients with high dependence to ICT. Effective utilization of ICT for the majority of public organization is inadequate and hence a need to understand the significance of ICT in business performance. This study aimed at finding out the relationship between the effectiveness and utilization of ICT and the organization effectiveness in the context of Tanzania public organizations. The framework was developed which explained the key determinants of organization effectiveness which are the types and number of ICT facilities, ICT application, level of ICT skills and innovations in service delivery which are the drivers towards effective utilization of ICT for efficiency and performance improvement of an organization. The research was conducted in Dar es Salaam region where TANESCO employees who uses/support the IS were the respondents. The case study approach was used to collect the quantitative data by using simple random sampling. The sample of 150 was estimated but only 125 returned the questionnaire, which form 83.33% of the response rate. The data was analyzed using simple random sampling. The data was analyzed using SPSS the results show that there was lack of effective utilization of ICT facilities and unsatisfactory ICT application. Furthermore results indicated that ICT application was the highest contributor to the organization effectiveness. The types and number of ICT facilities was found to be important aspect to enable the organization to properly manage the ICT facilities so that they are effectively utilized for efficient and effectively responding to customers’ needs and hence a need for TANESCO management to devise optimal level of ICT utilization in order to achieve organization effectiveness.