Commissioner General Anna Makakala of the Tanzania Immigration Services Department. Photo: Courtesy.
E-passport System in Tanzania: A Bureaucratic Nightmare or a Digital Revolution in Waiting?
By Adonis Byemelwa
The rollout of Tanzania’s E-passport system was initially celebrated as a groundbreaking step towards modernization and efficiency. Introduced to replace the old national passports, this system promised applicants the convenience of filling out their forms electronically, eliminating the need for time-consuming manual processes.
Once completed, applicants were to print and submit their forms to the nearest Immigration Office for processing. However, instead of streamlining the process, the digital system has become mired in bureaucratic inefficiencies, leading to widespread frustration among passport applicants.
In theory, after paying all the required fees using a control number, applicants are given a date to collect their passports. Yet, the reality is starkly different.
Many applicants find themselves repeatedly returning to the Immigration Office, only to be told that their passports are not ready due to ongoing system issues.
The promised efficiency of the digital system has turned into a slow and cumbersome process, with applicants waiting weeks—sometimes even months—for their passports, leading to significant disruptions in travel plans, business ventures, and even medical emergencies.
Investigations at the Immigration Department’s headquarters in Dar es Salaam and the Ministry of Home Affairs have revealed that some applicants have been following up on their documents for over a month.
The delays have caused severe inconveniences, including missed opportunities for international travel and business, as well as the inability to take patients abroad for urgent medical treatment. The digital system, which was supposed to accelerate the process, has instead created bottlenecks that render its purpose ineffective.
Insiders within the Immigration Department, speaking on condition of anonymity, have pointed to challenges in the passport printing section and delays in the supply of materials as key factors contributing to the backlog of applications.
It is particularly concerning that despite the government collecting the necessary fees, there are still shortages of materials and delays in processing. This situation raises questions about the management and efficiency of the system, especially when applicants have fulfilled all the requirements for this essential service.
Compounding the issue are allegations of a monopoly in passport processing, where applicants are made to feel as though obtaining a passport is a privilege rather than a right.
Some applicants, after enduring long delays, are even advised to opt for temporary passports at an additional cost—on top of what they have already paid.
There is also no official mechanism to provide travelers with written confirmation that delays were caused by the Immigration Department, which would allow them to cross borders without issue.
The original expectation was that transitioning from an analog to a digital system would eliminate the frustrations of months-long waits for passports.
However, complaints about system failures persist, and it defies logic that such a critical department as Immigration cannot provide services due to power outages, despite having sufficient staff to operate efficiently.
In contrast, countries like Kenya and the United Kingdom have successfully implemented e-passport systems that have significantly improved efficiency and security at their borders.
Kenya, for instance, rolled out its e-passport system in September 2017 and has since seen a marked improvement in passport issuance and processing times.
The system has been credited with reducing fraud, enhancing national security, and making border control more efficient. In the United Kingdom, e-passports have streamlined the process of crossing borders, with travelers using “automatic border-control gates” for faster clearance.
This not only saves time but also reduces the workload on border control officers, allowing them to focus on more complex tasks.
For Tanzania to achieve similar success, several critical steps must be taken. First, there must be a thorough audit and overhaul of the current e-passport system to identify and rectify the bottlenecks causing delays.
Ensuring that the necessary materials are always in supply and that the system is robust enough to handle the volume of applications is crucial. As well, the government must invest in reliable power backup systems to prevent disruptions due to power outages. Besides, the Immigration Department should introduce a transparent mechanism for communicating delays to applicants and provide written confirmations that can be used at border crossings if necessary. This would alleviate some of the stress and uncertainty faced by travelers.
In 2019, President John Magufuli’s administration initiated this digital transformation with the promise of efficiency and modernity. To honor that vision, the government must now take decisive action to ensure that the e-passport system lives up to its potential.
By drawing on the successes of nations like Kenya and the United Kingdom, Tanzania can redefine its e-passport system to become a benchmark for efficiency in the region. This transformation requires not only technological upgrades but also a cultural shift within the Immigration Department—one that prioritizes accountability, transparency, and customer satisfaction.
The government must empower its institutions with the tools and training necessary to uphold the integrity of the system, ensuring that every citizen receives their passport in a timely and hassle-free manner.
If executed with precision and dedication, this reform could stand as a testament to Tanzania’s commitment to modernization, turning frustration into pride as the country takes its rightful place as a leader in digital governance. By embracing these changes, Tanzania will not only restore public confidence but also set a new standard for public service delivery in East Africa.
