AN ASSESSMENT OF THE APPLICABILITY OF ELECTRONIC OFFICE MANAGEMENT SYSTEMS IN ENHANCING SERVICE DELIVERY IN PUBLIC INSTITUTIONS: A CASE STUDY OF THE INSTITUTE OF SOCIAL WORK (ISW), TANZANIA.

This study assessed the applicability of Electronic Office Management Systems (EOMS) in enhancing service delivery in public institutions, using the Institute of Social Work (ISW) in Tanzania as a case study. The study was guided by three specific objectives: to identify the types of electronic office management systems used by the institution, to examine the extent to which Electronic Office Management Systems are applied at ISW and to determine the challenges affecting the applicability of these systems in enhancing service delivery. A descriptive research design was adopted. Both quantitative and qualitative research approaches were employed to obtain comprehensive data. The study involved a sample of 25 respondents selected through appropriate sampling techniques. Data were collected using questionnaires and interviews, and the findings were analyzed using the Statistical Package for the Social Sciences (SPSS), where frequencies and percentages were used to present quantitative data, while qualitative data were analyzed thematically. The findings revealed that Electronic Office Management Systems have significantly improved service delivery by enhancing efficiency, speeding up information retrieval, strengthening communication, improving record accessibility, and promoting accountability within the institution. The study also found that ISW utilizes several electronic office management systems to support its daily administrative and records management activities. Despite these benefits, the study identified several challenges affecting the effective application of Electronic Office Management Systems, including inadequate ICT infrastructure, limited financial resources, insufficient staff training, system maintenance challenges, and resistance to technological change. The study concludes that Electronic Office Management Systems play a significant role in improving service delivery in public institutions. It recommends that public institutions invest in modern ICT infrastructure, strengthen staff capacity through continuous training, allocate adequate financial resources for system maintenance and upgrades, and develop policies that support the effective implementation and sustainable use of Electronic Office Management Systems.

Type

Dissertation

Language

English

Peer review

Not peer-reviewed

Licence

All rights reserved