The Impacts of Digitalisation on Public Service Delivery in Tanzania’s Local Government Authorities

Abstract

Digitisation has emerged as a key strategy for improving efficiency, transparency, and accessibility in public service delivery across the world. In Tanzania, the government has increasingly adopted digital technologies within Local Government Authorities (LGAs) to modernise administrative processes and enhance service provision to citizens. Despite these efforts, the extent to which digitisation has influenced public service delivery at the local government level remains an important area of investigation. This study examines the impacts of digitisation on public service delivery in Tanzania’s Local Government Authorities. The study employed a qualitative research approach utilising a systematic literature review and case study design to analyse existing studies, policy reports, and documented experiences related to digital transformation in public administration. The findings indicate that digitisation has significantly improved service delivery by enhancing administrative efficiency, reducing bureaucratic procedures, increasing transparency, and expanding access to government services through digital platforms. Digital systems such as electronic payment mechanisms, online service portals, and integrated information management systems have contributed to faster service provision and improved accountability in public institutions. However, the study also identifies several challenges affecting the effectiveness of digital initiatives, including inadequate digital infrastructure, limited internet connectivity in rural areas, insufficient digital skills among public servants and citizens, and financial constraints within local government institutions. The study concludes that while digitization presents substantial opportunities for improving public service delivery in Tanzania, addressing infrastructural, institutional, and capacity-related challenges is essential for maximizing its benefits. The study recommends increased investment in ICT infrastructure, capacity building for public officials, improved digital literacy among citizens, and stronger policy frameworks to support sustainable digital governance in Local Government Authorities.