Deo Shao, Hilda Mwangakala, Fredrick Ishengoma, Hector Mongi, Cesilia Mambile and Frederick Chali
The emergency of the COVID-19 pandemic has affected organizations differently, leading to adopting alternative business operation models, including digital technologies. The rapid…
Abstract
Purpose
The emergency of the COVID-19 pandemic has affected organizations differently, leading to adopting alternative business operation models, including digital technologies. The rapid adoption of digital technologies during the COVID-19 pandemic demonstrates how adaptive technologies intersect with human and social institutions in potentially risky or inequitable ways. However, the sustenance of the digital transformations (DTs) induced by the COVID-19 crisis is still unclear. Thus, this study aims to evaluate the sustenance of DTs accelerated by the emergence of the COVID-19 pandemic response in the Tanzanian context amid the crisis.
Design/methodology/approach
The study used a qualitative approach that included a literature review and semi-structured interviews with Information and Communication Technology (ICT) personnel from selected public institutions in Tanzania. The interviews elicited interviewees’ perspectives on the following: the digital revolution that occurred during the COVID-19 outbreak; how it affects their work; and the country’s future digital landscape. Additionally, a literature analysis established and generalized the practices used by the governments during the COVID-19 crisis.
Findings
The results show that there is enormous, colossal press toward adopting digital solutions. The use of digital technologies, such as digital payments, e-commerce, telemedicine and online education, has attracted the attention of businesses and individuals in Tanzania. Consequently, the move has enabled the country to cope with the cascading impacts of the COVID-19 pandemic and progressive economic recovery to achieve its development goals. Furthermore, the findings offer policy strategies for taking the induced DTs to the next level and sustaining it.
Originality/value
This study reports the lessons from the DTs induced by COVID-19 and their sustenance. It also contributes toward forward-thinking reforms and policy measures that could help Tanzania and the likes harness the DTs'’ potential in the wake of the pandemic.
Details
Keywords
Goodluck Michael Mbano, Hilda A. Mwangakala, Deo Shao, Charalampos Alexopoulos and Stuti Saxena
This study aims to propose a model for Tanzanian electronic service (e-service) improvisation via public service delivery formats and empirically validate it such that the…
Abstract
Purpose
This study aims to propose a model for Tanzanian electronic service (e-service) improvisation via public service delivery formats and empirically validate it such that the determinants [namely, information quality (IQ), service quality (SEQ), net impact, top management support (TMS)] of the user satisfaction and the intention to continue using the e-services have been determined.
Design/methodology/approach
A quantitative methodology and a survey research method has been adopted with responses solicited from the Information and Communication Technology officers and accountants working at the Ministry of Finance, Bank of Tanzania, etc. based at Dar es Salam and Dodoma.
Findings
IQ, SEQ, system quality and net impact have a positive and significant impact on user satisfaction and intention to continue to use e-services. However, results for TMS were not found to have any bearing on the user satisfaction and intention to continue to use e-services.
Originality/value
With the extant literature primarily hinged on the understanding of the electronic government services from the efficacy perspective, this study contributes to the literature in two ways, namely, proposing a model for e-service improvisation and empirically validating it in the context of Tanzania.