A critical assessment of the e-readiness status of Zimbabwe’s public sector institutions: Exploring the Registrar General Department’s level of preparedness to utilise the passport application system (2012-2016).

Abstract

The proliferation of Information Communication Technologies (ICTs) in the public sector has influenced modern states to adopt e-government systems in order to accelerate the delivery of public services and heighten citizens’ access to government information. Different states are at different levels of preparedness to adopt and fully utilise e-government systems. Like other modern governments, the Government of Zimbabwe has adopted a number of e-government applications in its various departments with varying degrees of success. However, to date, no formal research has been carried out to establish the e-readiness status of Zimbabwe’s public sector institutions. From this background, this research reflects on the e-readiness status of public sector institutions in Zimbabwe. The study assesses the Registrar General Department’s level of preparedness to use the online passport application system. The research was anchored at exposing the main measures that have been adopted and currently being implemented by the government of Zimbabwe towards improving the e-readiness status of public sector institutions. The study utilized purposive and systematic sampling methods in selecting the key informants and respondents. Data was gathered using questionnaires, in-depth interviews and documentary review. Research findings demonstrated that notable measures towards improving e-readiness include but are not limited to the plan to establish the National Data Bank, plan to establish a Universal Service Fund and the liberalisation of the ICT sector, among other strategies. Despite these remarkable efforts, the study reveals that the government is delaying the adoption of the key e-government legislation such as the Cyber Security Act and the belated 2015 National ICT Policy. The major conclusion drawn from the study findings is that government departments in Zimbabwe are not yet adequately prepared to make effective use of e-government systems.