Browsing by Author "SOKO, Margaret"

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    An Assessment of the Efficiency of the Government Backbone Unified System on Public Service Delivery: A Case Study of RTSA, Lusaka
    (2026) SOKO, Margaret
    The study examined the effects of the Government Backbone Unified System (BUS) on the public service delivery at the Road Transport and Safety Agency (RTSA) in Lusaka District. The specific objectives were to find out the extent to which the implementation of the Government Backbone Unified System (BUS) had improved operational efficiency at RTSA in Lusaka District, to identify the challenges faced by RTSA during the implementation of the Government Backbone Unified System (BUS) and the strategies used to address them and to determine the effects of the BUS system on customer satisfaction The study adopted a qualitative research approach, employing a descriptive and cross-sectional research design to capture participants’ experiences and perceptions at a single point in time. The study population comprised RTSA employees, RTSA customers, and key stakeholders involved in the planning, implementation, and oversight of the BUS system in Lusaka District. A total sample of 100 respondents was selected using purposive sampling, comprising 35 RTSA employees, 45 RTSA customers, and 20 key stakeholders. Data was collected using semi-structured interviews for employees and stakeholders, and structured questionnaires with open-ended components for customers. The use of multiple data collection tools enabled triangulation and enhanced the credibility of the findings. Data was analysed using thematic analysis, which involved coding, categorizing, and interpreting recurring patterns and themes related to service efficiency, system performance, user satisfaction, and implementation challenges. The findings revealed that the Government Backbone Unified System has significantly improved public service delivery at RTSA by enhancing operational efficiency, reducing service turnaround time, improving data accuracy, strengthening accountability, and facilitating inter-departmental coordination. The system streamlined previously fragmented and manual processes, resulting in faster and more transparent service provision. Stakeholders and employees reported improved workflow efficiency and better access to real-time information, while customers expressed increased satisfaction due to reduced waiting times and clearer service procedures. However, the study also identified key challenges affecting system effectiveness, including intermittent network connectivity, power outages, system downtime, limited staff training, and resistance to change during the initial stages of implementation. These challenges occasionally disrupted service delivery and undermined customer satisfaction. Based on the findings, the study recommends that RTSA invest in reliable ICT infrastructure, including backup power and stable network connectivity, to minimize system disruptions. Continuous capacity-building and refresher training programs should be implemented to enhance staff competence and reduce resistance to change. The study contributes to knowledge on digital governance and public sector reform by providing empirical evidence on the role of integrated government systems in enhancing public service delivery in developing country contexts. Key terms: Government Backbone Unified System, public service delivery, operational efficiency, digital governance, RTSA.