Faster Transactions, Persistent Queues: Efficiency of Immigration Service Delivery under the E-Border Management System at Julius Nyerere International Airport

Abstract

Purpose: This study evaluated the efficiency of immigration service delivery after the implementation of the E-Border Management System (EBMS) at Julius Nyerere International Airport (JNIA), Tanzania.

Design/methodology/approach: A mixed-methods design guided by the Technology Acceptance Model and Diffusion of Innovation Theory was used. Structured questionnaires were completed by 399 respondents (international and Tanzanian passengers, immigration officers, airport staff, IT personnel and ground handlers), 18 key informants were interviewed, and system and annual performance reports were reviewed alongside five days of non-participant observation.

Findings: Perceived efficiency was satisfactory (overall M = 4.08, SD = 0.74). Transaction-level indicators were rated highest, processing time (M = 4.16), clearance speed (M = 4.14) and document verification (M = 4.13), while system-level indicators such as waiting time (M = 3.99) and throughput (M = 3.90) were lower. Administrative records showed average processing time falling from 45 to 22 minutes between 2017 and 2022 and throughput rising from 12 to 22 passengers per officer per hour, while downtime incidents rose from 127 to 171 between 2020 and 2022. Passengers rated efficiency higher than staff (t(397) = 3.42, p < .001).

Research limitations/implications: The study covered one airport, and passenger respondents may over-represent highly educated travellers.

Practical implications: Sustaining EBMS gains requires reliable power and connectivity, peak-hour staffing and queue management, and rapid technical support, not technology alone.