THE ROLE OF INFORMATION AND COMMUNICATION

TECHNOLOGY IN DELIVERING DIPLOMATIC SERVICES

A CASE OF MINISTRY OF FOREIGN AFFAIRS AND
INTERNATIONAL CO-OPERATION

BY

EDWARD SIMON

A Research Paper submitted to the Centre for Foreign Relations in

(partial) Fulfillment of the requirements for the Post-Graduate
Diploma in Economic Diplomacy.
Centre for foreign relations
Dar es Salaam
February 2013

CERTIFICATION

The undersigned certifies that she has read this thesis and hereby recommends for
acceptance by the Center for foreign Relations a thesis entitled The role of ICT in
delivery diplomatic services: A case of Ministry of Foreign Affairs and International
Co-operation Tanzania for the award of Post Graduate Diploma in Economic
Diplomacy of the Centre for Foreign Relation.

Signature

Ms. Ndimbwa .T

(Supervisor)

Date
DECLARATION
AND

ii

COPYRIGHT

I, Edward Simon, hereby declare that this research paper is a result of my work and
has not been and will not be submitted for a similar or any other degree award.

Signature..................

COPYRIGHT

This dissertation is copyright material protected under the Berne Convention, the
Copyright Act of 1999 and other international and national enactments, in that behalf,
on intellectual property. It may not be reproduced by any means, in full or in part,
except for short extracts in fair dealings, for research or private study, critical scholarly
review or discourse, with an acknowledgement, without written permission of the
Director, Directorate of School of Graduate, on behalf of both the author and the Centre
for foreign relation.

EDWARD SIMON (2013)

iii

DEDICATION
This research paper is dedicated to my beloved mother who encouraged me, may
almighty God rest her in peace, and to my beloved sisters Joyce, Neema and young
Brother Mussa, for their outstanding patience during this study.

iv

ACKNOWLEDGEMENT
I thank God who gave me life and energy in writing and collecting information about
this thesis. Without Support and encouragement I received from various people it could
be impossible to complete my research. Therefore I would like to express my sincere
thanks to my college and my Friends.
Secondly Special thanks and appreciations goes to my supervisor Ms. Ndimbwa .T for
her tireless support, advise, guidance and ideas which have contributed much towards a
successful completion of this work.
I would also like to thank some of the Ministry management, Staff and Stakeholder who
in one way or another have contributed and participated fully in supporting and
providing me with the relevant information and required data during my study. I am also
grateful that my lecture Dr Bernard Achiula, Ambassador Chilambo, Elias Bagume,
Christian Gama, Madam Mlelwa, were helpful in the process of expanding my thinking
and improving the presentation of some issues.
I show appreciation to the constructive challenges that were given to me by my class
mates and without forgetting my college mates. Samuel, Nyakaho ,Nasra, Nabote,
Denis, Raphael, Lucas, Nestory ,Caroline, Martha, Wankyo, Stiven and Mary who have
always been on my side for support at all the time during my study.
Finally much thanks to my workmates Mrs. Josephine Mtikila,Mrs Bernadetha Njau,
and Mr. Tawan Salum who offered me a tremendous assistance.
God will always bless you all.

ABSTRACT
This is a research report on the role of Information and Communication Technology in
delivery of Diplomatic Services a case study of the Ministry of Foreign Affairs and
International Co-operation. Probability sampling and non-probability sampling
techniques were employed. The sample of twenty (20) respondents was selected from
Ministry of Foreign Affairs and International Co-operation and citizen in Dar es Salaam.
Questionnaires were the main source of data collection supported by documentation and
Observation. Data was analyzed both qualitative and quantitatively particularly to
produce simple frequency tables and Pie Charts.
The specific objective of the study were to identify the types of Technology tools used
by the Ministry of Foreign Affairs and International Co-operation to delivery diplomatic
services, to identify the method used by Ministry to disseminate information and to find
out Challenge facing the Ministry of Foreign Affairs and International Co-operation in
ICT to deliver diplomatic services.
The study finding revealed poor ICT infrastructure at foreign Ministry that make
difficult situation in communication also lack of ICT Training to a diplomats and other
staff make them relay on Manual system, The Ministry still using hard copies on shelves
for storing their information data, Ministry has not organized for usage of Internet,
teleconference and videoconference which can Minimize Diplomats to fly abroad to
attend conferences, and the travel budget remains unaffected.
The study concluded that the Ministry of Foreign Affairs and International Co-operation
were not well used effectively to ICT in delivering diplomatic services. Finally the

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study recommended that the Ministry of Foreign Affairs and International Co-operation
should be conducting ICT training to diplomat and other staffs. Improvement of
infrastructure, updating of news information to the website, using of advanced
technology such as teleconference and videoconference to be used for discussion and
some decision making.

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ABBREVIATIONS
DS

Diplomacy Service

CFR

Centre for Foreign Relations

ICT

Information &Communication Technology

LAN

Local Area Network

PC

Personal Computer

NPR

National Performance Review

IT

Information Technology

LDCs

Least Developing Countries

MoFA

Ministry of foreign Affairs and International Corporation

TTCL

Tanzania Telecommunication Corporation LTD

WPD

World Partners for Development

WWW

World Wide Website

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TABLE OF CONTENTS
Page
CERTIFICATION..........................................................................................................i
DECLARATION..........................................................................................................ii
COPYRIGHT...............................................................................................................ii
DEDICATION.............................................................................................................iii
ACKNOWLEDGEMENT...........................................................................................iv
ABBREVIATIONS...................................................................................................viii
LIST OF TABLES.......................................................................................................xi
LIST OF FIGURES....................................................................................................xii
CHAPTER ONE.........................................................................................................1
INTRODUCTION AND BACKGROUND INFORMATION................................1
1.0.Introduction.............................................................................................................1
1.1. Background to the study........................................................................................1
1.1.2 Ministry of Foreign Affairs and International Co-operation..............................3
1.2: Statement of the Problems.....................................................................................4
1.3.

Objective of the Study........................................................................................5

1.3.1. Main Objective....................................................................................................5

1.3.2. Specific Objectives.............................................................................................5
1.4. Research Questions................................................................................................5
1.5. Significance of the Study.......................................................................................6
1.6: Scope and limitation of the Study..........................................................................6
CHAPTER TWO........................................................................................................8
LITERATURE REVIEW...........................................................................................8
2.1: Introduction............................................................................................................8
2.2: Conceptual Definition............................................................................................8
2.3: The role of ICT basically presenting status and use in various Sectors.................9
2.3.1: Financial sector...................................................................................................9
2.3.2: Agriculture sector................................................................................................9

2.3.4: Education sector................................................................................................10

2.3.5: Tourism sector...................................................................................................11
2.4: The technology tools used in diplomatic services...............................................12
2.4.1. Internet..............................................................................................................12
2.4.1. E-Mail...............................................................................................................13
2.4.2: Video-conferencing...........................................................................................13
2.4.3. Web portals........................................................................................................14
2.5: Information and Communication Technology and diplomacy............................14
2.5.1: Online negotiation.............................................................................................15
2.5.2: Social Media and Diplomacy Blogs Wikis and Other Tools:...........................15
2.6: Important of ICT in diplomacy in Tanzania.........................................................16
2.7: Challenge of diplomacy services in Ministry......................................................16
2.7.1. Resistance Change to organizational................................................................17
2.7.2.Security..............................................................................................................17
2.7.3: Secure Use of the Internet for Diplomats:........................................................18
2.7.4: Limited computing infrastructure.....................................................................18
2.8: Research gap........................................................................................................18
CHAPTER THREE. 20
RESEARCH METHODOLOGY............................................................................20
3.0. Introduction..........................................................................................................20
3.1. Methodology........................................................................................................20
3.2.Area of the study...................................................................................................20
3.3.Research Design....................................................................................................20
3.4.Population and Sample.........................................................................................21
3.5.1 Sampling Techniques.......................................................................................22
3.6. Data Collection Method.......................................................................................22
3.6.1 Primary Data......................................................................................................22
3.6.2. Secondary Data.................................................................................................22
3.7. Data Collection Instruments................................................................................22
3.7.1: Questionnaires..................................................................................................23
3.7.2: Observation.......................................................................................................23
3.7.3: Documentary Review.......................................................................................23

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3.8. Data Analysis.......................................................................................................23

3.9. Data Reliability....................................................................................................24
CHAPTER FOUR.25
RESEARCH FINDINGS AND DISCUSSION.......................................................25
4.1: Introduction..........................................................................................................25
4.2.1 Age of Respondents...........................................................................................25
4.2.2 Gender................................................................................................................27
4.2.3 Education...........................................................................................................27
4.3. ICT tools used at Ministry....................................................................................28
4.4. Method Media to disseminate Information to Public and diplomat....................30
4.5: The Role of Information and Communication Technology.................................31
4.6. Challenges facing the Ministry concerning with ICT..........................................32
4.6.1. Lack of Staff ICT Training................................................................................33
4.4.2: ICT Infrastructure.............................................................................................35
CHAPTER FIVE......................................................................................................36
CONCLUSION AND RECOMMENDATION.......................................................36
5.1: Introduction..........................................................................................................36
5.2. Summary..............................................................................................................36
5.3.Conclusion............................................................................................................37
5.4: Recommendations................................................................................................38
5.5: Area for further research......................................................................................39
REFERENCE..............................................................................................................40
APPENDIX I QUESTIONNAIRE.............................................................................43

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LIST OF TABLES
Page
Table 1: Show Sample size........................................................................................ 20
Table 2:Demographic information .............................................................................24
Table 3. Determine Technology tools used by Ministry of Foreign Affair Tanzania.. 28
Table 4: Representing the descriptive statistics of the Ministry................................. 29

LIST OF FIGURES
Page
Figure 1.Determine Respondent age at Ministry........................................................ 25

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Figure 2. presents statistical information for gender.................................................. 25

Figure 3.Determine Respondent age at Ministry........................................................ 26
Figure 4:Determine Respondent age at Ministry........................................................ 30
Figure 5.Determine ICT challenges at Ministry..........................................................32
Figure 6.Determine ICT training at Ministry..............................................................33

CHAPTER ONE
INTRODUCTION AND BACKGROUND INFORMATION
1.0. Introduction
The use of Information and Communication Technology (ICT) has become pervasive
in the running of business in a globalized world. In Tanzania now all sectors,
education, health, Agriculture, Ministry, judiciary and private sector the ICT
application and use has become a common phenomenon globally Beatty ( 2008).
1.1. Background to the study
The information revolution and the extraordinary increase in the spread of
knowledge have given birth to a new era of knowledge and information which effects
directly economic, social, cultural and political activities of all regions of the world,
including Africa. Governments worldwide have recognized the role that Information
and Communication Technologies could play in socio-economic development. A
number of countries especially those in the developed world and some in developing
countries are putting in place policies and plans designed to transform their
economies into an information and knowledge economy Ogunsola ( 2005).
According to Nweke (2006) he quoted to Ambassador Rana, who also is a senior
fellow at Diplomat, noted that before the advent of ICT, every international relations
begins with verbal communications, but pointed out that now days, it begins online
via the Internet, even before the initial meeting of the concerns physically. While
advising diplomats to be concise in their writing, they must look out for key words
because it pays to have a straightforward writing, at the same time as it all depends
on who you are writing for and your audience. The countrys progress in
development coupled with advances in technology, has led to a situation where

information and knowledge has become easily available. Public interest in the
goings-on in the country and its politicians has also become more acute. In
consequence this has expanded public participation in the progress and development
of countries which could in one way or another affect the country.
1.1.1. ICT in Tanzania
According to Mgaya (1989) Information and Communication Technology
development in Tanzania he traced back in 1965 when the first computer an ICT
1500, was installed in the Ministry of Finance. By 1974 there were seven computers
in the country and the Ministry of Finance had already acquired a new computer an
ICL 1900.During that time the introduction of computers was beset by different
problems as noted by Abdullah (2004), these included lack of qualified indigenous
personnel and in coordinated planning, during the same period installation were
totally dependent on foreign experts. In one case those experts were not adequately
qualified or experienced. Therefore the government incurred a heavy financial loss
and was highly criticized by member of the parliament and the general public. As
result in 1974 the government banned the importation of computers and all related
equipment into Tanzania. This decision greatly affected ICT development in the
country for some years, in the early 1980s the government lifted the ban on
computers this decision opened door for the importation of computers.
According to Mbwafu (2011) He observed that worlds nations have experienced
dramatic advances in Information and Communication Technologies since the end of
the 20th Century. The change has led to multiple convergences of content,
computing, telecommunications and broadcasting. Tanzania has not left behind
completely of these advancements. In Tanzania, ICT has evolved different phases,

but gained momentum in the late1990s. Since its inception, it has impacted the way
business is conducted, facilitated distance learning and knowledge sharing, generated
global information flows, empowered citizens and communities in ways that have
redefined governance, and have created significant wealth and economic growth
resulting in a global information society.
When referring the Tanzanias National ICT policy, which adopted in March 2003,
recognizes that there are new opportunities in applying ICT to enhance education,
including curriculum development, teaching methodologies, simulation laboratories,
life-long learning and distance education (p.21). The policy calls for the
development of a nationwide e-education system, the teaching of ICT at all levels of
education and training, and the use of ICT to improve the quality of delivery of
education (section 3.4). It also recognizes the role of the education system in
nurturing ICT skills for future labor markets.
1.1.2. Ministry of Foreign Affairs and International Co-operation
The Ministry of Foreign Affairs and International Cooperation (MFAIC) is a
government Ministry of Tanzania. The Ministry represents Tanzania internationally;
conducts diplomacy; creates foreign policy; operates embassies and provides visa
and passport service; as well as working with other ministries within the Tanzanian
government. Ministry offices are located in Dar es Salaam; the sitting Minister of
Foreign Affairs and International Cooperation is the Hon. Bernard K. Membe
.accessed on 5th December 2011 from http:/www.mfa.go.tz.
The Ministry with the emergence of ICT, Internet has not only further facilitated
communications but has also enabled almost everywhere access to information
through website , allowing people globe-wide to collaborate, create communities, do

business, learn, divert, and even have virtual lives. More importantly the ICT has
empowered the citizen to take active part in local and international policy-shaping
processes and thus significantly impact international relations and conduct of
diplomacy as well. It has also however raised the dependence of societies on these
new technologies asking for a meaningful and well planned utilization. Retrieved on
5th December 2011 from http:www.mfa.go.tz.
1.2. Statement of the Problems
The challenge of information delivery is about all citizens who demand quality
services from public services. The quick spread of globalization means that services
must be provided not only to citizens of one country, but also to citizens of other
countries who are doing business. The basic tasks of diplomats have been to provide
information and to negotiate. The informational aspect is necessary in order for
foreign policy aims to be realistic. ICT, for diplomatic can produce economic benefit
by generating revenue to the local country. For example, public officers concerned
with trade and investment issues through ICT, can be able to provide good quality
service to internal and external customers. The previously studies done by Miller
(2001),Navy (2001) and Tweve (2000) provided evidence in the increase use and
adoption of ICT in Tanzania

while Change (2003) Kakana (2003).Mswanyana

(2004),Manada and Msuya (2007) discussed the application and uses of ICT in
difference sector such as finance ,Environment and Education, Ndimbwa (2009) on
the role of ICT in promoting Tourism and only Mukasa (2009) discussed the
application of ICT in the diplomatic service as well as its relation to economic
development. From these studies it is evidently that, very little is written and known
on the role of ICT in delivering diplomatic services in Tanzania. Therefore, this study

aimed at filling the gap by identifying the role of ICT in diplomacy on delivery of
information to the ministries of foreign affairs
1.3. Objective of the Study
1.3.1. Main Objective
The main objective of this study was to identify the role of ICT in delivery
diplomatic services.
1.3.2. Specific Objectives
This study was guided by the following specific objectives.
1) To identify the type of Technology tools used by Ministry of Foreign Affairs and
Corporations to delivery diplomatic services.
2) To identify method used by the Ministry to disseminate information to the public.
3) To find out Challenges facing the Ministry of Foreign Affair and International
Corporations in using ICT to deliver diplomatic service.
1.4. Research Questions
This research was guided by the following questions.
1) What is a type of technologies tool does Ministry use to delivery diplomacy
Service?
2) Which method does the Ministry disseminate information to public and
diplomatic?
3) What are Challenges faced by the Ministry for delivering diplomacy Services?
1.5. Significance of the Study
The researcher hopes that after completing the research, findings will be beneficial to
the Ministry, researcher and community as a whole on the following areas. The
Ministry of Foreign Affair has many issues that still need to be addressed concerning

the effective use of ICTs by Ministry departments. For the Ministry of Foreign Affair
to be able to improve on (its) service delivery promises, it needs to be aware of the
current status of the use of ICTs in service delivery. The study would therefore
provide Ministry of Foreign Affair officials with an insight into the current levels of
utilization of ICTs and the Challenges. Scholars may also find this study of interest,
as it could provide them with a good indication of the efficiency of ICTs in service
delivery, and how (efficient or inefficient use) can impact on the end-users or
recipients of the service. This, in turn, could lead to new research in the field of
social informatics. Although this study was carried out as a requirement towards a
Post graduate in economic diplomacy, it has helped the researcher gain extensive
knowledge on social informatics, and will be used as a stepping stone towards
achieving what the researcher has always envisage a Doctor of Philosophy in
Information Sciences.
1.6. Scope and limitation of the Study
The study based on the issue of identifies the technology tools of ICT in delivery of
diplomacy service in the foreign Ministry. Due to time constraints and the large
number of employees for the in Foreign Ministry, the researcher limited the study
only to 5 Departments focusing on all the levels of management (example. top,
middle and lower management) within the selected departments. Although it would
have been interesting to cover all departments in Foreign Ministry, such a project
would required more time and resources, which the researcher did not have. Funding
constraints also limited the researchers scope and Confidentiality of Managerial
information.

CHAPTER TWO
LITERATURE REVIEW
2.1. Introduction
This part of literature review covered the following areas of the study.
The first part provides theoretical reflection of the study. The second part explores
empirical literature of the study. The third part provides research gap of all literature
reviewed during this study.

2.2. Conceptual definition

According to Tinio (2002) ICTs stand for information and communication
technologies and are defined, for the purposes of this introduction, as a diverse set of
technological tools and resources used to communicate, and to create, disseminate,
store, and manage information. These technologies include computers, the Internet,
broadcasting technologies (radio and television) and telephone. Also according to
ITU (2007) define that Information and Communication Technology is a term used to
express

the

convergence

of

information

technology,

broadcasting

and

communications. In this study the Information and Communication Technology is

defined as the way to dissemination of information to stakeholders.
Diplomacy is a way to set and achieve foreign policy goals. In this respect the basic
tasks of diplomats have been to provide information and to negotiate.
Christodoulides (2005). The informational aspect is necessary in order for foreign
policy aims to be realistic. The negotiation aspect is necessary to fulfill those foreign
policy goals. In both of these key elements of diplomacy, information technology,
and more specifically the Internet, can be of great use.
2.3. The role of ICT basically presenting status and use in various Sectors
According to a study by Elly (2002) argued that ICT application it used in different
sectors and it has the potential to enhance development and reduce cost when applied
effectively in information management process as services. Msona (2005) observes
that ICT equips the society with skills for improving living standard by promoting
business interacts through various means such as e-commerce. Also according to
University of Malta (2010) agree that the role of Information and Communication

Technologies in Diplomacy and Diplomatic Service is a very insightful account of

transformation in diplomacy caused by active use of ICT.
2.3.1. Financial sector
According to report by BMI-Ts (2010) SA ICT Vertical Market Sizing and
Forecasting Report, the financial, business and other services sector accounted for
over 30 percent of total expenditure on information and communications technology
in South Africa. A study done by Chande (2003) observed that computerization in
NMB had brought service closer to customer like PesaFasta, while a study done by
Killagame (2004) argue that adoptions of ICT facilitate helping to improve efficiency
in Micro-finance. Therefore it is not secret that the financial services sector is the one
of the big usage of ICT in the countries.
2.3.2. Agriculture sector
Jack Stienen et al (2007).In relation to the Ministry of Agriculture the challenges on
modernization of agriculture and cooperatives, use of effective IEC paralleled with
use of ICTs can make a difference in spreading the message to stakeholders. For
example IEC and ICTs are important in enhancing extension services. Indeed, in the
cutting edge of science and technology practical advancement in the use of ICTs is
very critical. In view of this there is a need for internalizing IEC and ICTs issues in
agricultural plans for effective management of data and information, and Agriculture
is an important sector with the majority of the rural population in developing
countries depending on it. The sector faces major challenges of enhancing production
in a situation of dwindling natural resources necessary for production. The growing
demand for agricultural products, however, also offers opportunities for producers to
sustain and improve their livelihoods. Information and communication technologies

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(ICT) play an important role in addressing these challenges and uplifting the
livelihoods of the rural poor communication of policies and strategies to stakeholders
2.3.4. Education sector
Saverinus (2008) agree that nowadays the role of Information and Communication
Technology (ICT), especially internet in the education sector plays an important
role, especially in the process of empowering the technology into the educational
activities. Education sector can be the most effective sector to anticipate and
eliminate the negative impact of ICT. Technology (internet) in another side can be
the most effective way to increase the students knowledge. The significant role of
ICT (internet) in our life, especially in the educational activities, education
authorities should be wise enough in implementing the strategies to empower ICT in
supporting the teaching and learning process in the classroom. ICT is not just the
bloom of the educational activities, but also it will be the secondary option to
improve the effective and meaningful educational process.
Also according to Sitta report (2007) said that Tanzania cannot afford to overlook the
importance of information and communication technology (ICT) for improved
access, equity, quality and relevance of education. In our inter-connected world,
knowledge and information are becoming corner stones for the development of a
society, as is the ability to communicate. It is our duty to prepare our children so that
they can benefit from and contribute to our country's development in the information
age. We must therefore take advantage of the full range of ICTs, from radio and
mobile telephony to computers and the Internet, to build the foundation for a well
educated and learning knowledge society

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2.3.5: Tourism sector

Tourism is usually defined as services for people travelling to and staying outside
their usual environment for less than one consecutive year for leisure or for business
purposes. According to Ndimbwa (2009) observed that exchange of information is
very important promoting the tourism product through using ICT. Information must
be able to flow quickly and accurately between the client, intermediaries and each of
the tourism suppliers involved in servicing the clients needs. As a result, Empirica,
(2003)argue that the world tourism industry has certainly been one of the first to
make large-scale use of the new information technologies; focusing on information
and communication technologies it appears that technological progress over the past
thirty years has allowed the most innovative tourism enterprises to redefine not only
their own organizational structure but their relationships with partner organizations,
thus achieving the twin goals of optimizing operating costs and increasing ability to
generate value for their customers.
2.4: The technology tools used in diplomatic services
There are many instruments Currently which are useful, but which so far have been
left outside the framework of diplomatic work, such as the Chat ICT based tools
available including computers and the Internet, television, radio, mobile phones
(Ipad,iphone smart phone),Websites, Portal and database, the Newsgroups and video
conferencing.
2.4.1. Internet
Through the use of the Internet a diplomat can also accomplish a significant amount
of diplomatic work, such as consular and administrative matters. Most consular
information is today available on the web pages of the various embassies. The major

12

work of consulates, the granting of visas, is becoming much quicker because the
interested party can download the visa application form, find out about the necessary
requirements, and visit the consulate just for the interview Therefore the Internet can
be characterized as a useful and necessary tool for fulfilling consular and
administrative tasks.
Christodoulides(2005) argue that Internet is becoming an indispensable working tool
for the majority of professions. Diplomacy is no exception to this rule, especially
when an aspect of diplomacy's function is revised each time we have a major
technological development. Think of the impact of radios, televisions, faxes and
planes. The same is true with the Internet.
According to Fletcher report (2002) argues that Internet and Public Diplomacy in
Public diplomacy is increasingly conducted on the Internet. Many people follow
influential blogs, Twitter and YouTube for current information, comments and views.
For any country, an essential step in preparing a public diplomacy strategy is to make
effective use of the digital sphere.
2.4.1. E-Mail
Electronic mail is particularly important for diplomats whose work by firstly its low
cost (in a period when public budgets are being cut drastically, cost becomes a
priority) and secondly it overcomes time zone barriers Nweke (2006). When a
colleague is still sleeping in U.S it is possible to send him a message from Europe
and be sure that he will find it right in his mailbox as soon as he arrives in the office
in the morning. Another big advantage of e-mail is the possibility of sending
documents together with the message so-called attachments. In this simple way, one
can save retyping time and modifications to the text can be made directly to the

13

original text. However Fletcher (2002) argue that it is wrong to think the electronic
transmission of communications and documents will completely replace traditional
transmission and carriers, although it is possible to predict in the relatively near
future a mixed system of electronic and physical transmission, which will be more
efficient and economical than present systems. It is important to bear in mind that
electronic distribution and electronic mail will never completely replace traditional
means of communications and is a complement rather than a substitute. Easy access
to basic information should free up time, which can then be devoted to analysis and
study, consequently permitting more balanced and coherent decision-making.
2.4.2: Video-conferencing
According to Darko (2010) With the use of technology and social media, video
streaming and conferencing, bringing people together from across nations and
cultures has never been more efficient and easier. World Partners for Development
(WPD) connects people through cross-cultural dialogue and promotes cultural
understanding and global cooperation. Their new program called the Global CrossCultural Exchange Program links people together via video conferencing to discuss
global issues. From these conferences, international visits and multimedia videos.
2.4.3. Web portals
Watson (2000) realizing the importance of websites as the publics window to the
Ministry and as a significant public diplomacy enabling tool, the Department
undertook a revision exercise with the view to improve the Ministrys website. The
revision was done in collaboration with the Information and Communication (ICT)
Division of the Ministry.

14

Also in the public sector, web portals have taken their role as a critical technology for
electronic government. Portals not only provide this single access point, but they also
incorporate indexing, search and retrieval capabilities for structured and unstructured
textual data Roberts (1999).
Taking portals a step further, knowledge portals support the tasks that knowledge
workers perform by helping to gather, organize, search and analyze information
relevant to their tasks, and then distribute the information to other parties Mack et al.
(2001).
2.5: Information and Communication Technology and diplomacy.
The global paradom shift,based on Information Technology is merging and affecting
activities and values world wide ,it has introduce new structure to political, social
and economic relations and Diplomacy are not excluded from this general tendency
and the emerging shift has been challenging the traditional function of diplomacy
Melissen (1999) .
2.5.1: Online negotiation
Nweke (2006) reported on Director of Diplo Foundation, Dr. Jovan Kurbalija, noted
that online negotiation is very important these days, and more often than not for the
Least Developing Countries (LDCs). He called on developing countries to press for
global acceptance of online negotiations mechanism as a successful means of
engaging the rest of the world. On details Nweke (2006) Quoted Kurbalija and
explained that online negotiation saves cost; hence it does not involve acquiring
equipment for videoconference among other multimedia tools, and could simply
be achieved by mere exchange of emails. He also advised contemporary diplomats
to always ensure they have an IT person on their side and develop good rapport

15

with him. Moreover, what this workshop brought to the fore was that ICT is
inevitable tool in contemporary diplomacy, even as it is relevant in every citizen's
life as in diplomats.
2.5.2. Social Media and Diplomacy Blogs Wikis and Other Tools
Today Face book has close to 500 million users; Twitter is rapidly gaining popularity.
Web 2.0 tools are also entering the diplomatic realm. This lecture offers examples of
the use of Web 2.0 in modern diplomacy and discusses issues such as how to
reconcile the very informal nature of Web 2.0 with the formal nature of diplomatic
communication.
2.6. Important of ICT in diplomacy in Tanzania
According to Gray, (2007) observed that ICT can play a role in democratizing
innovation by providing information and allowing users to feed in their views. Via
mechanisms such as online surveys, blogs and forums. These technologies have
made it much easier for organizations to facilitate an ongoing dialogue with users
about the services they receive and how they could be improved. This can range
from simple consultation to more collaborative processes of design. ICT can enable
the delivery of services in new or improved ways. For instance, many library users
can now renew their books and pay their fines online or over the telephone In order to
deliver the transformation in service deliveries, the organization requires members/staff

with the required skills and a competent organization and culture. The ICT to
undertake this role will need to involve in business, organizational and change
management areas.

This role requires the application of specific skills in an

organizational environment ready for change. The potential for the ICT role depends
on a number of factors: The ability of the organization to hold change, The nature of

16

the roles of ICT, The culture and understanding of the organization to embrace this
role (demand side), The ability of the ICT to deliver the roles supply side
2.7. Challenge of diplomacy services in Ministry
The big challenge which diplomats now face is not technical, as the means are
already available, but concerns their capability to take advantage of the opportunities
offered by the quickly evolving world of international technology so that they can
improve both their work and their efficiency. No teleconference has been organized,
and Internet relay chat has not been used for any discussion or decision-making.
Diplomats still fly abroad to attend conferences, and the travel budget remains
unaffected.
2.7.1. Resistance Change to organizational.
According to study conducted by Chapeta (2010) revealed that some aspects of the
application threatened the privileges of diplomats promoting videoconferences meant
reducing overseas travel but yet such travel is a principal source of revenue for
diplomats based at headquarters. Their salary is very low, and they are able to make
money from overseas travel through their allowances and from trading.
So they really boycotted that part of the project therefore a s organizations change the
way they provide services and do their work, employees also need to adapt to these changes.
However in most cases employees resist changes to old working methods, which make

the implementation of ICTs as working tools very difficult

2.7.2.Security
According to the European Commission, the importance of ICTs lies less in the
technology itself than in its ability to create greater access to information and

17

communication in underserved populations. Koser (2011) Dr Kurbalija described the

Wiki Leaks phenomenon as a mirror of modern society: for some it represents a
major threat, while for others it is an improvement in transparency. He then tackled
some of the immediate effects and long-term consequences for diplomacy. However,
diplomatic practices may have to change, and WikiLeaks contributed to accelerating
such changes. Also Dr Kurbalija considered that leaks will likely continue to happen
and be spread due to the nature of digitalized documents
2.7.3: Secure Use of the Internet for Diplomats:
According to Peterson (2002) Observed that any Internet user is exposed to risks
from viruses, hacking, identity theft and other threats. Diplomats are particularly
vulnerable, given the delicate nature of their profession. However, higher security
often involves trade-offs in functionality, or reduced access to Internet services. We
discuss risks and propose ways that diplomatic services can ensure secure and
reliable communication without substantially reducing Internet functionality
2.7.4: Limited computing infrastructure.
According to the world bank staffs, (2007) Institutional ICT infrastructures
(hardware, software and skills) and their applications are the majority of institutions
in the sector, including the Ministry of Agriculture and Food (MoAF), lack adequate
telecommunication and computer facilities. This results in outdated, scarce or not
readily available information provided by these institutions to researchers and other
interested parties. The study showed that the biological farmers Association Elkana,
and the Research Institute Techinformi, and to a lesser extent, the MoAF occupy
relatively better positions as concerns ICT infrastructure. In relation to ICT content,

18

applications, services, and management, however, only Techinformi and Elkana seem
to be operating under promising conditions.
2.8: Research gap
The literature revealed that utilization of ICT in Tanzania has come a long way and it
is increasingly applied in different sectors Tourism, Agriculture, Education,
Industries and Transportation, however these studies provide a very important
background upon which similar investigations can be done by the diplomatic, sector
in Tanzania. Furthermore the reviewed literature indicate that there is small gap in
how the role of ICT in the diplomatic services in Tanzania. Therefore this study was
intending to examine the role of ICT in diplomatic services in Tanzania a case study
Ministry of Foreign relations.
Summary
This chapter reviewed relevant literature sources to the subject and indicates critical
areas for investigation. The review shows clearly that there is a need for more effort
to investigate and understand clearly the role of ICT in diplomatic services , despite
the current findings of the role of ICT in various sectors. It further identified previous
empirical findings on the subject and used available literature as a research guide in
formulating research propositions. The chapter paves the way for the methodological
part to be used on the report. In light of this, the extensive review of literature has
reflected the importance of research objectives in this study.

19

CHAPTER THREE
RESEARCH METHODOLOGY
3.0. Introduction
This chapter presents methodologies employed during the study. In this regard, areas
of study and reasons which reinforced the choice of those areas are explained.
Furthermore, research design, research approaches, population, sample and sampling
procedures are also explained. The information on the research methods and
instruments used to collect data and data analysis procedure are provided.
3.1. Methodology
Kothari, (2000) it is a science of studying research scientifically to solve the research
problem. The reasons for choosing a particular method is to an accomplishment of
the research and in this study were applied both quantitative and qualitative.
3.2.Area of the study
The study was conducted in Dar-es salaam at Ministry of Foreign Affairs and
International Co-operation. The area was chosen for the following reasons.The
Ministry is the core coordination and implementation of the Countries in foreign
policy and diplomatic affairs and Research data was obtained easily as well
minimizes cost in collection of data due to small budget of conducting the study.
3.3.Research Design
Case study design was employed under this research. A case study is an intensive
analysis of a Ministry of Foreign Affairs and International Co-operation, stressing
developmental factors in relation to context (Flyvbjerg, 2011). The rationale for
using a case study was get a systematic way of looking at events, collecting data,
analyzing information, and reporting the results on the barriers of effectively usage
of ICT to the diplomat and other staff at the Ministry of Foreign Affairs and

20

International Co-operation. As a result this provides to the researcher a sharpened

understanding of the subject matter under the study. Case study design was selected
on the expenses of other research design because it suited this study which looked at
the role of ICT and Ministry of Foreign Affairs and International Co-operation as a
case study.
3.4.Population and Sample
Churchill and Brown (2007) define population as means all the individuals or objects
that meet certain requirements for membership in the overall group. The population
of the study was Ministry of Foreign Affair in Dar es Salaam. However, because of
time limitation and other resources including finance was limited to Ministry of
Foreign Affair were comprised staffs of Ministry of Foreign Affair and stakeholders,
unstructured and structured interviews were conducted using a sample of 2 staff from
each department and 10 are Stakeholders. The table 1. Below show sample size
Table 1: Show Sample size (N=20)
Respondents Chosen

Number of

Percentages

Respondents
2

10%

Department of Regional Cooperation

10%

Department of Protocol

10%

Information, Education& Communication Unit

10%

Department of Administration and Personnel

10%

Stakeholders

10

50%

TOTAL

20

100%

Department of Policy and Planning

3.5.1

Sampling Techniques

In this study two sampling methods were employed that is simple random sampling
and purposive sampling techniques

21

3.5.1.1. Purposive sampling

The purposive sampling method was due to the nature of the study used as each
department has two officers responsible for the services of that 5 department and
these formed the population of 10 required for the interviews. Members were not
have equal independent chance of being selected but they are expected to have a very
important information or data concerning the study Brus,(2005). In this case,
employees (staffs) and stakeholder were identified for effective participation.
3.5.1.2. Simple random sampling
A sample is a small proportional of population selected from observation and
analysis. John (1992) confirms that simple random sampling was used to select
participants especially in the group of customers.
3.6. Data Collection Method
Data were collected from both primary and secondary source.
3.6.1 Primary Data
These are data collected directly from the field were by a researcher use interview
questions, Observation and Questionnaire as data instruments.
3.6.2. Secondary Data
In obtaining secondary data, the researcher used documentary method. The data
included past research work, journals, magazines, articles, web pages and books.
3.7. Data Collection Instruments
In this study the following instrument were used in collecting information.
3.7.1: Questionnaires
This was an instrument for data collecting where by a researcher prepare a list of
printed question in a definite order on a set of forms, this list was answered by the
respondents who are expected to read and understand the question and rely in a
spacemen for the purpose of questionnaire its self. A respondent have to answer the

22

question on their own. Questionnaire was given to all respondents. The type of
questionnaires was both closed and open ended.
3.7.2: Observation
This is a method used especially in studies relating to behavioral science where by a
researcher watch and takes notes for the important things which may help in the
study. This method helped a researcher to observe what is currently taking place in
Brice (2005).Observation technique was participatory and the researcher participated
by attending some of face to face session. A schedule (instrument) was designed to
ensure all observations identified are done systematically without omission.
3.7.3: Documentary Review
This is already data available by looking on various sources such as libraries
internets and any other sources of information available. As a secondary data source
reviews it comprises of wide survey of already existing literature concerning the
topic under study Bruce (2005).
3.8. Data Analysis
Data analysis is an important step towards finding solution of a problem understudy.
It is a systematic process involving working with data, organizing them and dividing
them into small manageable part, In this case, the first step was to categorize data
based on the research objectives. Data analysis begun with individual response and
responses from different respondents was purposively sorted and grouped to make
them tally with research objectives and research questions. This reduced data into
small manageable and analytical packages which was used for analysis and drawing
the conclusion and recommendations. Quantitative data was analyzed by using
Software Package for statistical Social (SPSS V16).The type of data collected for all
objectives is mainly statistical. The analysis is done through descriptive statistics,

23

that is, frequencies and percentages. Tables, figures and graphs are also in the
analysis.
3.9. Data Reliability
The reliability of data was determined by making an empirical comparison with
research objectives to ensure their consistence. In light of this, it through
this valid conclusion and recommendations was put forward for immediate
and further research.

CHAPTER FOUR
RESEARCH FINDINGS AND DISCUSSION
4.1. Introduction
This chapter presents the findings of the study and discussion as per the objective of
the study as explained in chapter one. The information presented in this chapter
relied heavily on questionnaires and documentation on the role of information and

24

communication technology in delivering diplomatic services using a case of the

Ministry of Foreign Affairs and International Cooperation.
4.2. Characteristics of respondents
This part presents statistical description of respondents demographic variable, and
findings on the respondents education level, presentation and discussion of the
findings based on the objectives of the study. Table 2 presents the descriptive
statistics of demographic information of the sample taken from the Ministry of
Foreign Affairs and International Cooperation.
Table 2: Demographic information (N= 20)

Respondent Age
Education profile
Respondent Show Gender
Respondent Marital Status
Total

Descriptive Statistics
N
Range
Sum
20
3
48
20
2
46
20
1
31
20
3
38
20

Mean
2.40
2.30
1.55
1.90

Std. Deviation
.883
.571
.510
.641

Source: Field Data (2011)

4.2.1 Age of Respondents
Age of the respondents was considered important in assessing the role of ICT in
delivery diplomacy in Tanzania. Age of the respondents was important because of
witnessing different eras which ICT has been operating over a time that ICT for new
generation. Figure 1 below provides details of responses from the respondents. The
delivery of information was essential in order to know the active of the population
study. Figure 1 below provides details of responses from the respondents were
between 31-40 year which is ( 8, 40%) and 41-50 years which is ( 7, 35%) these
shows that the study was able to capture majority of the active people who
participate fully in production and who are able to access different sources of
information. These finding the population age which conducted by Mukasa ( 2009)
report where 75% of the population staff at Ministry of Foreign affairs were between

25

31 to 45years old are dominant. The study findings show that all age groups were
consulted during this study. However same as Mukasa report the dominant
respondents were from the age group between 31-40 years. Figure 1.Determine
Respondent age at Ministry.

Source: Field Data (2011)

4.2.2 Gender
Gender was considered in the study because of its sensitivity in influencing gender
balance and responsibility affairs especially in African context. Figure 2 shows that
there were more female (11, 55%) respondents than male (9, 45%) in the studying
departments. The result revealed that climate change affects men and women in
different ways. This was assumed to be contributed by Tanzania socio-cultural values
which provide rooms for males in engaging in ICT while assigning females domestic
activities.
Figure 2. Presents gender distribution.

26

Source: Field Data (2011)

4.2.3 Education.
Likewise, education level of the respondents played important role in getting
information on the barriers of accessing to ICT among Ministry staff it revealed that
employees who were not University graduates is only 5%, the rest percentage is of
graduates and postgraduate .Figure 3 bellow shows that most of the respondents (12,
60%) had attained a Bachelors Degree and (7, 35%) of the respondents had attained
further qualifications, such as Masters Degrees and post-graduate qualifications and
only (1, 5 %.) hold low level of education. Most of the staff members therefore
appears to be well educated this revealed that during recruitment they consider
specialization of labor since Ministry of Foreign workers would deal with peoples of
different culture, political, economic and social.
Figure 3.Determine Respondent age at Ministry.

27

Source: Field Data (2011)

4.3. ICT tools used at Ministry.
The researcher was interested to understand if the ICT Tools assist to distribute
information to Citizen as well as to diplomat Therefore, In attempt to understanding
the Technology tools used at Ministry of Affair and international Cooperation, A
researcher introduced the question to respondents What technology tools used at the
Ministry of Foreign Affair to deliver information on their daily activities. Table 3
show that out of 20 respondents were asked and it is revealed that 10 responded
which form 50% said type of application used at Ministry is internet services and 8
responded which forms 40% said Technology used website, 1 responded which
forms 5% said supporting Radio, 5% said Television. The same was study made by

28

Olivier (2002) argue that Computerizing of MoFAs is make Ministry have internal
services, creating an intranet, and creating Web-enabled citizen services.
Table 3. Determine Technology tools used by Ministry of Foreign Affair.
The Ministry of Foreign Affair ICT tools Services
Frequency

Percent

Valid Percent

Cumulative
Percent

Internet service

10

50.0

50.0

50.0

Website
Radio
TV
Total

8
1
1
20

40.0
5.0
5.0
100.0

40.0
5.0
5.0
100.0

90.0
95.0
100.0

Source: Field Data (2011)

The same to Copeland (2009) who emphasized much on the use ICT technology.
Also study done by Philemon (2010) Shortage of skilled staff, lack of fund and nonavailability of modern computer equipment have been cited as the key factors
impeding services delivery in ministries and departments. Other impediments include
inadequate resourcing for management information systems. Although researcher
discovered that there is lack of advanced technology at Ministry such as
Teleconference and Videoconference which if used will help staff from travelling at
abroad sometimes for small things which is more expensive and time consuming
while they can use such technology while in Tanzania in conducting meetings.

29

4.4. Method Media to disseminate Information to Public and diplomat.

The researcher was interested in finding out the Ministry of Affair and International
Cooperation has Method to disseminate Information to Public and diplomat.
Therefore, respondents who were both Ministry officials and public were asked
the question on the availability of methods or media that enables Ministry in
delivering diplomatic services to either citizen and diplomat.The study shows
that 35% they use Website, 40% said they use E-mails, 5% voted for radio,
video conference and Television each one to get information as table 4 show
the method or media used by Ministry of Foreign Affair to disseminate
information.
Table 4.: Representing the descriptive statistics of the Ministry
Frequency

Percent

Cumulative Percent

Internet service

10.0

10.0

Website
Video conference
Internet (E-mail)
Radio
TV
Total

7
1
8
1
1
20

35.0
5.0
40.0
5.0
5.0
100.0

45.0
50.0
90.0
95.0
100.0

Source: Field Data (2011)

While a little difference on a study conducted by (Abdul 2002) showed that, 70% of
diplomatic staff was aware that the Ministry had a Web site, only 15% had ever
visited that site. 30% had an email account, and only 20% used the Web at all. 90%
used face-to-face meetings as their means of communicating with colleagues, and
less than 1% had ever used any form of teleconference.

30

4.5: The Role of Information and Communication Technology.

The study finding revealed that all respondent agree that ICT had a big role to play in
delivery diplomatic the service, in attempting to understand whether the ICT has big
roles in diplomatic a researcher set question to respondents asking if ICT has
contribution to their ministry (17) 85% said YES that means it is important to the
Ministry for disseminating diplomatic services, while (2) 10% said NO and only one
(1) 5% say I dont know this contributed may be due to poor infrastructure.
Figure 4: Determine Respondent age at Ministry.

Source: Field Data (2011)

According to study conducted by Olivier (2002) argues that the Ministry can play a
supporting role in delivery diplomatic services, it shows that many UN documents
and data were being made available electronically. It therefore perceived that ICTs
could change the way that diplomatic missions worked: reducing the need for
collecting and sending so much paper, and reducing use of the diplomatic bag; and
enabling discussions and decisions by participants who were located in different
parts of the world. There was a specific objective attached to the last aim of reducing
travel costs by half. MoFA also intended to deliver benefits to local people of faster,

31

cheaper working; better access to information; and rapid online application for
official documents such as passports. A researcher observed that diplomat are still fly
abroad for meeting although Majority of staffs argue that ICT can perform better job
bust still fear about security of information, their position and personal interest of
travelling. Also during the interviews with clients, some complained that files with
their particulars sometimes get lost, resulting in them having to go back repeatedly or
sometimes being instructed to start afresh and reapply for the same services. This is
often either the result of human error or could mean that there is no proper file
management system in place by using ICT tools such as computers can solve such
problem because they can be used to store all the records
4.6. Challenges facing the Ministry concerning with ICT
Major challenges facing the Ministry is use of ICTs can pose many problems to its
users. These problems can quite often inhibit users of ICTs from working efficiently,
or they can lead users to rather opt for paper-based or manual analyses. This
question, therefore, sought to identify the problems that Ministry face when using
ICT tools for work purposes or during the service delivery process. Figure 5.shows
that shortage of ICT skills has been a big problem facing the Ministry. According to
the respondents, some of services cannot be implemented due to lack ICT training,
Poor infrastructure, Security, Clashes with personal interest and terrorism.

32

Figure 4.5.Determine ICT challenges at Ministry.

Source: Field Data (2011)

4.6.1. Lack of Staff ICT Training.
The aim of this question was to identify the type of training that would enable civil
servants to use ICT tools effectively for delivering services and work related
purposes. Figure 4.6 clearly indicates that a lot of training is required by civil
servants to improve their ability to use ICT tools. Most of the respondents
indicated that they would like to get computer training, because they mostly
used to store, retrieve and disseminate information to civil servants for them
operate efficiently.

33

Figure 6.Determine ICT training at Ministry.

Source: Field Data (2011)

At the Ministry training is considered to be the only way for the employees to
acquire skills for employee growth; however from Table 6 it shows how the Ministry
Staff obtaining their ICT training 65% said no training was conducted to
employees .This contradicts with study conducted by the American Society for who
suggested that Training and Development has traditionally recommended a minimum
of 40 hours a year for every employee ASTD (2006).Also the Ghana Resource
Centre (2008) suggests that training sessions for civil servants and community
members would allow them to use the acquired ICT knowledge and skills in their
daily work and activities. Therefore Lack of ICT staff training has been identified as
a serious obstacle to ICT-enhanced service delivery. This is highlighted by the results
in Figure 6 above.

34

4.4.2: ICT Infrastructure.

During a study a researcher observe a poor infrastructural such as inadequate
telephone lines, power cutting off and networking cutting off when someone is
logged onto the Internet connections and Web access. The Ministry should provide
Internet access to all members of staff in all the departments. This would allow email communication; the staff would also be able to view their departments websites
for the latest developments and/or other activities each respective department is
engaged in. The Ministry Web site is not interactive and not regularly updated: it
merely displays old, static information. All transactions with businesses and citizens
are still conducted on paper. Attempts to raise awareness and use levels among
Ministry staff have had limited results. This is the same previous observed by
Ndimbwa (2009) and Mukasa (2009) who stated that Shortage of staff, Poor
infrastructure Manual or hardcopy storage of information and lack of training
compound the problem as has been mentioned to their studying.

CHAPTER FIVE
CONCLUSION AND RECOMMENDATION
5.1: Introduction
This chapter provides the summary of findings, conclusion and recommendation of
the study theoretical and practical contribution significance of the findings also it
point out the areas that need more research activities. Finally the chapter highlights

35

the achievement of the study in term of importance of ICT in Ministry of Foreign

Affairs and International Co-operation to attaining organization goals.
5.2. Summary
This study intended to contribute to the role of Information and Communication
Technology in delivery Diplomatic Services. The focused objective was to explain
the role of ICT used at Ministry of Foreign relation and cooperations in delivery of
Diplomatic Service. The objectives were fulfilled through identifying the type of
Technology tools used by Ministry of Foreign to delivery diplomatic services, also to
identify the method used by Ministry to disseminate information to public to
attaining available in opportunity and lastly to discover Challenge faced Ministry in
ICT to delivering Services to diplomats. Chapter two of the study reviewed the
literature and empirical in the area of ICT under three research objectives. The need
for more effort to investigate and understand clearly the role of ICT in diplomatic
services, the role of ICT in various sectors. It further identified previous empirical
findings on the subject and used available literature as a research guide in
formulating research propositions. Data collected, analyzed and discussed the
outcome of the study revealed that not all ICT tools are generally available and/or
used by Staff in the Foreign Ministry. The only ICT tools found and sometimes used
by Staff, at least in their daily tasks of servicing the public ,diplomat and performing
their office duties, include computers, telephones, fax machines, printers, and copy
machines. It was also found that most new technologies were not used, not found, or
could not be accessed by civil servants in the departments, e.g. Videoconference,
teleconference, sound or tape recorders, overhead projectors, and information
systems. The Ministry also does not normally appear to make much use of radio and
television, which are mediums that are often used in this country for communication.

36

Several problems have also been discussed in this chapter, such as skills shortages,
the need for training, and first is poor infrastructure available at foreign Ministry.
5.3. Conclusion.
The study conclude that Ministry of Foreign Affairs and International Co-operation
Tanzania that ICT has not well used effectively due to following challenging facing
Ministry .The study revealed that there were still use diplomatic bag as the main way
to send and receive information between the Ministry and its overseas missions, so
exchange of information is still slow and paper-based. There is neither teleconference
nor videoconference has been organized at Ministry and Internet relay chat has not
been used for any discussion or decision-making. Diplomats still fly abroad to attend
conferences, and the travel budget remains unaffected, Ministry staff were lack of
ICT training ,The Ministry data were still stored on paper because the hardware.
5.4: Recommendations
Basing on the findings and analysis of the information and data obtained, the
following are recommended for the improvement of the use of ICT in delivery of
diplomatic services to administrative machinery and other stake holders.
First since the Diplomacy is perceived as the interaction of this information in order
to reduce those discovered impediments researcher suggest the Ministry to of
providing ICT training to staff on usage of currently ICT tools so that to improved
and provide accurate information to ambassador and citizen.
Secondly there is a need of Ministry of Foreign Affair and international cooperation
putting in place proper ICT infrastructure to be reliable, efficient and being accessed
so that to improve in delivering diplomatic services and also make communicate
easily, quickly and efficiently

37

Thirdly the Ministry has also developed a very informative website. It is structured in
a way which makes it very easy to go from one piece of information to the other.
Perhaps, major achievement is the WAN (Wide Area Network) project which enables
to link up with our missions to overseas. Eventually the Ministry will have more
missions integrated in the system.
Lastly main issue in diplomacy is the interaction of information and communication
and the main points is to deduct from this interaction with regards to sharing of data
so the Ministry of Foreign Affair and International cooperation culture must be
willing to try new techniques instead of using diplomatic bag and change existing
work habits of Politicizations and promoting Teleconferences, Facebook, twitter,
videoconferences meant reducing overseas travel.
5.5: Area for further research.
The study was to assessed the Role of Information and Communication Technology
in delivery Diplomatic Services if perceived to be a much more significant in the
developing world especially Tanzania. However, due to the number of limitations
including resource and time, the study was conducted by Ministry representative
High commission and Ambassadors. Therefore other researchers are recommended
to evaluate the Information and Communication Technology in delivery Diplomatic
Services in growth and development of Tanzania.

38

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41

APPENDIX I QUESTIONNAIRE
Title: The Role of Information and Communication Technology in delivering
Diplomatic Services:
A CASE OF MINISTRY OF FOREIGN AFFAIRS AND INTERNATIONAL
CO-OPERATION
INTRODUCTION
This questionnaire is part of the research study on assessing The Role of Information
and Communication Technology in delivering Diplomatic Services in Tanzania. The
research is in partial fulfillment of PGD ED with The of Center for Foreign
Relations.
The information communicated in this questionnaire is strictly confidential and will
not, in any circumstances, be divulged to third parties. You are therefore kindly
requested to answer the questions herein as honestly, objectively and accurately as
possible
Edward Simon
P.O.Box12533DSM
E-mail;ed2simon@yahoo.com
Mobile Number:+ 255 713 207057
Dar es Salaam
Questionnaire N0:
Please answer all the following
questions according to the instruction given.
INSTRUCTIONS: Put [Tick] to the correct answer/ answers in the bracket.
1. Please state your:
a) What is your gender?
i.
Male
( )
ii.
Female
( )
b) Marital status?
i.
Single
ii.
Married
iii.
Divorce
iv.
Widow

( )
( )
( )
( )

c). State your age group by selecting from the below?

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i.
ii.
iii.
iv.
v.

18-30
31-40
41-50
51-59
Over 60

(
(
(
(
(

)
)
)
)
)

d). State your Education Level by selecting from below?

i.
ii.
iii.
iv.
v.

High school
( )
Undergraduate
( )
Post graduate
( )
Doctorate
( )
Other, please state...................................

2. How often do you use your computer?

a) Occasionally
b) Regular
c) Every day
d) Never
3. What other ICT tools service do you have in the Ministry?
a) Internet service
b) Website
c) Video conference
d) Internet (E-mail)
e) Radio
f) TV
4. How often are staff seminar/Training on ICT organized?\
a) Weekly
b) Monthly
c) Quarterly
d) Yearly
e) Never
5. Does the Ministry satisfy your ICT to get information needs?
a) Yes
b) No
6. What are Methods media used to disseminate Information to public and diplomat?
a) Satellite TV
b) Radio
c) Newspaper
d) Website
e) Internet (e-mails)
f) Videoconference
g) Other mentions..
7. What factors hinder further development of ICT in the Ministry?
a) Clashes with personal interest
b) Security /political
c) Terrorism

43

d) Limited infrastructure
e) Media Response
f) Lack of Training

8. What is a types technologies tool used by Ministry to facilitate diplomacy

activities?
-----------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------9. What is method does a Ministry activity to disseminate information to public
and
diplomatic?------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------10. What should Ministry do to improve diplomacy services through using ICT?

..

Thank you