Evaluation of local government revenue collection information system success in Tanzania

Abstract

Purpose

This study aims to adapt the updated DeLone and McLean model to evaluate the success of the local government revenue collection and information system (IS) implemented in Tanzania.

Design/methodology/approach

The study used a concurrent mixed research design integrating quantitative and qualitative data within a single investigation. A total of 296 users from local government authorities (LGAs) in 5 regions in Tanzania participated in the study.

Findings

The study found that the system quality and information quality had a significant positive impact whilst service quality and trust in the system had a significant negative effect. In contrast, facilitating conditions did not have an effect whatsoever. The findings from the open-ended questions and implications of the findings are discussed.

Originality/value

The findings from this study will help LGAs understand the factors that affect the success of the ISs in developing countries. The results indicate that in addition to information technology attributes, building trust in the system is crucial to foster user satisfaction and increase the public value of the systems.

Citation

Sausi, J.M., Kitali, E.J. and Mtebe, J.S. (2021), "Evaluation of local government revenue collection information system success in Tanzania", Digital Policy, Regulation and Governance, Vol. 23 No. 5, pp. 437-455. https://doi.org/10.1108/DPRG-04-2021-0055