The Role of Service Level Agreements (SLAs) in Leveraging ICT in Tanzania

Abstract

Information Communication Technology (ICT) plays a significant role on enhancing service delivery and provision. To fully benefit from ICT, however, access to a reliable Internet connection is required. In Tanzania, like in many other countries, Internet connections are provided by Telecom companies where customers and providers enter in some sort of an agreement. This agreement is called Service Level Agreement (SLA). SLA specifies obligations of service providers and customers and hence it is a tool to ensure customers get value-for-money and hence they receive quality and reliable services. Thus, poor written or poor implementation of SLAs can have a potential impact on the use of ICT and subsequently to socio-economic developments. This article presents findings from a study conducted to assess the effectiveness of SLAs in Telecom industry in Tanzania. The study discusses findings from the study focusing on determining the roles SLAs plays on nurturing effort to take advantage of ICT in Tanzania.