Effectiveness of Integrated Information System on Customer Service Delivery: The Case of Ministry of Lands, Housing and Human Settlements Development

Abstract

The implementation of integrated customer service provision systems is essential to modern institutions. Despite the efforts expedited in the acquisition and adoption of integrated information systems in government institutions specifically in the Ministry of Lands, Housing and Human Settlements Development; it appears that the effectiveness of such systems on customer service delivery is not well explored. This study was conducted to assess the effectiveness of an integrated information systems towards the improvement of service delivery particularly in the Ministry of Lands, Housing and Human Settlements Development in Tanzania. The study adopted a case study design. Purposive sampling was used to select a sample size of 47 respondents.  The quantitative and qualitative data were collected using structured questionnaires and interviews respectively. The research findings establish that the use of an integrated Land Management Information System is useful to meet the organizational requirements, improve the efficiency of internal operations, resolve the challenges related to the use of an unintegrated systems, reduce time to save customers and saves operational costs. The Ministry of Lands, Housing and Human Settlements Development and other institutions are advised not only to continue to embrace their integrated systems but also to address the related implementation challenges so as to take optimal advantage of this 21st technological oriented Century.