Assessing the impact of e-services on revenue mobilization: A case of City of Harare. · Electronic Theses and Dissertations

Author

Tagarira, Amos

Title

Assessing the impact of e-services on
revenue mobilization: A case of City
of Harare.

Abstract

Electronic revenue collection of taxes has increasingly gained momentum of late and City
of Harare has implemented it to enhance revenue collection. Effort and resources have been
invested to have the e-services platform in place. Focus of study was to investigate the
impact of e-services on mobilization of income. Objectives were: to examine the effect of
e-services on revenue collection, to assess the significance of electric record keeping in
improving mobilization of income, to lay out if e-services drive an expansion in income
assortment and curb charges avoidance and averting, to determine the willingness by
customers towards usage of e-services and the core merits of e-services. Both descriptive
and exploratory research design were used to facilitate meaningful and interpretation of
data. A case study approach was adopted to gather data on the effectiveness of e-services.
Structured questionnaire wasthe main data collection tool was. A sample of 80 was used
out of a population of 240 anddata was analyzed using SPSS and excel. Key findings were
that the system could not be fully relied upon as the system was not always up, revenue
collection had slightlyimproved, use of proper electronic record keeping improved revenue
collection but the elements that drive increase in revenue collection were on the negative
side, some taxpayerswilling to use the e-services platform, some still preferred using the
manual system and orthe use of both. Still in its infancy stage, there was room to enhance
revenue through the use of e-services. Recommendations included the fine tuning of the
system so that it is always up and offering more education to both City of Harare staff and
clients, putting all revenueheads on the platform and discouraging the use of manual system
by alerting of possible fines. The study will also be helpful as a source of reference by future
researchers.

Date

2022

Publisher

BUSE

Keywords

Revenue mobilization

E-services

Supervisor

Masinire, R.