The extent to which e-governance platforms enhance transparency in public sector organisations in Tanzania: Evidence from Benjamini Mkapa Hospital, Dodoma

Abstract

This study assessed the extent to which e-Governance platforms enhance transparency in public sector organisations in Tanzania, drawing on empirical evidence from Benjamini Mkapa Hospital in Dodoma. Guided by the Principal–Agent Theory, the study adopted a mixed-methods approach combining quantitative and qualitative techniques within a cross-sectional survey design. The target population comprised National Health Insurance Fund (NHIF) beneficiaries, NHIF employees, information and communication technology (ICT) officers, and e-Governance managers at the hospital.  The study population was 1000 people while data were collected from 128 respondents selected through stratified random sampling and administered structured questionnaires, and 15 key informants selected through purposive sampling and engaged through semi-structured interviews. Descriptive statistics and thematic analysis were employed for data analysis. The findings revealed that e-Governance platforms significantly improved transparency in public sector organisations. Respondents agreed that digital systems enhanced access to public information, improved service delivery quality, and reduced bureaucratic opacity. Specifically, the NHIF online membership verification system, electronic claims processing platform, and digital payment gateway contributed to greater transactional traceability and reduced opportunities for corruption and information manipulation. Key informants further confirmed that digital platforms minimised physical interactions between citizens and public officials, thereby strengthening institutional openness. However, transparency gains were tempered by persistent infrastructure deficiencies, including unstable internet connectivity, limited ICT equipment, and unreliable electricity supply, alongside low digital literacy among some users. The study concludes that e-Governance platforms are effective instruments for advancing transparency in Tanzania's public sector, though their full potential is contingent on sustained investment in digital infrastructure and human capital development. The study recommends that Tanzania government should make investments in ICT infrastructure to all public institutions, especially in rural and peri-urban areas to ensure reliable internet connectivity, stable electricity supply and adequate ICT equipment to enable consistent delivery of e-Governance services.