The Roles of E-Government on Effective Services Delivery in the Health Sector: A Case of Muhimbili Referral Hospital, Tanzania

Abstract

This study aimed to examine the role of e-government in enhancing service delivery at Muhimbili National Hospital, Tanzania's largest public health facility located in Dar es Salaam. Utilizing a case study research design with a mixed-methods approach, the study combined both quantitative and qualitative research methods to provide a comprehensive understanding of the e-government system's impact. The theoretical framework guiding this study was the Technology Acceptance Model (TAM), which examines users' acceptance of technology based on perceived usefulness and ease of use. The study's population consisted of 4,900 individuals, including hospital staff, patients, and other stakeholders. A sample size of 282 respondents was selected using stratified random sampling to ensure representation from different departments and roles within the hospital. Data collection was conducted through structured questionnaires and semi-structured interviews. Quantitative data were analyzed using the Statistical Package for the Social Sciences (SPSS), with results presented through frequency distribution tables and descriptive statistics. Qualitative data were analyzed using thematic analysis to identify patterns and themes related to the e-government system's impact on service delivery. The findings revealed that the implementation of e-government at Muhimbili National Hospital has significantly improved various aspects of service delivery. For instance, the system has reduced patient waiting times, as reflected in a mean score of 3.68 with a standard deviation (SD) of 1.249. Additionally, the study observed faster transaction processing, with a mean score of 3.18 and SD of 1.108, and more efficient management and retrieval of patient records, achieving a mean score of 3.44 and SD of 1.256. The e-government system also streamlined the allocation of doctors to patients (mean = 3.22, SD = 1.109) and ensured the timely administration of medications and treatments (mean = 3.39, SD = 1.468). Moreover, the system facilitated better integration with service providers, such as insurance companies, as evidenced by a mean score of 3.77 and an SD of 1.268. In conclusion, the adoption of e-government at Muhimbili National Hospital has positively transformed healthcare service delivery by enhancing accessibility, communication, resource management, and data-driven decision-making. The study recommends ongoing impact assessments to measure the tangible benefits of e-government, focusing on key performance indicators such as patient satisfaction, waiting times, and operational efficiency. Additionally, it underscores the importance of strengthening cybersecurity measures to protect patient data and maintain stakeholder trust. Continuous monitoring and evaluation are also advised to ensure that the e-government system evolves with the hospital's needs and goals.