Introduction

Globally, digital systems have become one of the government mechanisms for improving local government service delivery. Global statistics show that 60% of local governments are using digital systems to deliver services (Granicus, 2024). Nowadays, digital systems in municipalities and district authorities serve as the fastest mechanism of service provision (UN DESA, 2022; OECD, 2023). This transformation is due to the growing demand to bring government services very closer to citizens, reduce bureaucratic delays, reduce administrative costs, and enhance citizen-centered local services (like civil registration, local taxation, waste management, community health, and issuance of permits) (World Bank, 2023; OECD, 2023). Usage of digital systems has helped many local authorities reduce processing time, strengthen accountability, and expand access to services through electronic (e)-municipality portals, mobile reporting applications, digital payment systems, and integrated local databases (UN Habitat, 2022; WHO, 2021). Also, research shows that countries that have embraced digital systems in government activities have experienced faster service delivery, reduced corruption, and improved citizen satisfaction (Heeks, 2020; Dunleavy et al., 2021).

Despite these achievements, several challenges still compromise the promise of digital systems in local government service delivery across countries. Local governments continue to face limited financial resources for digital infrastructures, weak ICT skills among frontline staff, fragmented information systems, and weak data-governance frameworks that hinder system compatibility with central government platforms (OECD, 2023; UN DESA, 2022). Evidence also shows that there is persistence of digital divides, especially between urban and rural local authorities, something that limits equal access to digital services for marginalized communities (World Bank, 2023). Furthermore, cybersecurity risks and privacy concerns have been increasing at the sub-national level as local governments adopt more digital platforms without adequate protection mechanisms (UNDP, 2021). These global trends inform the need for strong institutional capacity, inclusive system design, and long-term investment to enable local authorities to fully benefit from digital transformation.

In Africa, local governments are continuing to turn to digital systems as a mechanism to mitigate the facing challenges such as inefficiency, corruption, lack of accountability, weak institutional capacity in service delivery, and bureaucratic delays (Atlantic Council, 2024; Jieutsa, Gbaguidi, Nadifi, & Koseki, 2024). Again, digital transformation in African countries is viewed as one of the ways for reducing governance gaps and ensuring responsive administrations, transparency, and participatory development through platforms such as e-payment systems, biometric identification, and online citizen service platforms (Waema & Adera, 2011; United Nations, 2024). Digital systems are not something new in practice in many African countries. They mean technology-based systems that use digital tools (like computers, software, the internet, mobile apps, and databases) to process, store, share, and manage information or services electronically rather than manually or on paper. Since the 1990s, many African countries have adopted digital systems through public sector reforms and governance modernization policies. However, integration of digital systems in local government service delivery was officially introduced in the 2010s (Loffer, 2025).

A decade has passed since the introduction of e-government and digital systems in local government service delivery in African countries. Every African country has been implementing various initiatives to integrate digital systems in local government service delivery. Some African countries have been developing policies, laws, and regulations, while others have sought financial assistance from international organizations to promote ICT usage. On the other hand, some African countries have borrowed funds from international financial institutions to implement digital reforms (Atlantic Council, 2024). Usage of digital systems in local government has presented various outcomes, including improved accountability, inclusive participation, improved revenue collection, responsive authority, reduced bureaucratic delays, and people satisfaction (United Nations, 2024; Jieutsa et al., 2024). Despite these successes, many challenges are still conflicting with the full realization of digital systems in local government service delivery (Mangwanya, 2024). Among the most pressing challenges in Africa’s local governments in implementing digital systems for service delivery include limited infrastructure, poor digital compatibility of systems, reliance on donor-driven projects, restricted local government capacity, and continuation of centralized control over digital initiatives, something which undermines the sustainability and inclusiveness of digital transformation in local government authorities (World Bank, 2025).

In Tanzania, digitalizing local government service delivery is accepted. This is revealed by the decision of the government to put in place various strategies, such as policies, laws, and guidelines that promote the integration of digital systems in local government service delivery. For example, the government introduced the National ICT Policy of 2016 that emphasized the integration of ICT in governance and service delivery and the Digital Economy Strategic Framework (2021) that outlined the country’s vision for a digital future, including strengthening ICT use in local government authorities (ICT Commission, 2021). Again, the government introduced the Tanzania e-Government Strategy 2022-2027 that provides a roadmap for digital transformation in public institutions, and it focuses on efficiency, transparency, and citizen-centered services (e-Government Authority, 2022). These frameworks and policies have led to the introduction of several systems in local government authorities (LGAs). Among the most notable digital systems are the Local Government Revenue Collection Information System (LGRCIS), which automates revenue collection; the Government Electronic Payment Gateway (GePG), which centralizes payments; the Planning and Reporting System (PLANREP), which is used for planning and budgeting; and the Integrated Financial Management System (IFMS/Epicor), which supports financial accountability. The existence of these mentioned systems has contributed to positive outcomes in local government service delivery. For example, CAG reports show that GePG and LGRCIS have significantly increased transparency and reduced risks associated with cash handling in LGAs (NAOT, 2023). Also, PLANREP has improved budget preparation and monitoring, while IFMS has strengthened financial reporting and accountability (NAOT, 2024). Citizens have generally welcomed these systems, especially e-payment platforms, which reduce bureaucracy and allow easier access to services (ICT Commission, 2021). However, challenges are not behind in the implementation of digital systems in local government service delivery. CAG reports highlight system downtime, poor integration between platforms, limited ICT skills among staff, and inadequate infrastructure, especially in rural councils, something that continues to affect service delivery and citizen satisfaction (NAOT, 2023; NAOT, 2024).

A couple of studies have been conducted in Tanzania regarding the success and challenges of digital systems usage in local government service delivery (Mnyanyi & Mushi, 2022; Ngwilimi & Mwakalobo, 2021; Komba & Mushi, 2019A; Mnyandu & Kiwango, 2023; Ngwilimi & Mwakalobo, 2021; Mwalongo & Mnyandu, 2020; Komba & Mushi, 2019B; National Audit Office of Tanzania [NAOT], 2024). Most of the studies studied a single LGA, and a few studies studied at least two to three Local Government Authorities in Tanzania. However, there is a lack of review that presents collective experiences regarding success and challenges of digital systems in local government service delivery from many LGAs in Tanzania. This reveals a significant gap in literature and justifies the need for this review. This study presents experiences of Tanzania to contribute to the ongoing discussion on digital systems usage in local government service delivery. The key question to be discussed in this review is, how has the use of digital systems impacted service delivery in local government authorities in Tanzania, and what challenges have emerged in the process of using them? Specifically, this study aimed to assess the challenges and successes of digital systems usage in Tanzania’s local governments’ service delivery. This study systematically reviewed Tanzanian literature to establish what has so far been presented as successes and challenges of digital system usage in local government service delivery. It aimed to establish a learning experience of what Tanzanian literature presents on success and challenges to be given high attention from Tanzania’s local government authorities using digital systems to deliver services. The researcher believes that an understanding of what digital systems have revealed in local government service delivery and the pressing challenges will draw the attention of LGAs and the central government to come up with strategic ways to mitigate the present challenges so that local government service delivery can fit in the road to the implementation of Vision 2050 that encourages the usage of digital systems in implementing it. While this study focuses on successes and challenges, it also places studies that are to be taken into consideration by all local government authorities and everyone to realize digital governance aims. The study undertook a PRISMA protocol approach and Technology Acceptance Model to answer the research objectives. The next subsequent sections present a theoretical review, materials and methods, followed by a presentation of results and discussion, conclusion, and recommendations.

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