Library Hi Tech Contradictions of Government policies on Internet service provision: case study of Dar es Salaam city Stephen M. MutulaMzee M.M.M. Ahmadi Article information: To cite this document: Stephen M. MutulaMzee M.M.M. Ahmadi, (2002),"Contradictions of Tanzania Government policies on Internet service provision: case study of Dar es Salaam city", Library Hi Tech, Vol. 20 Iss 3 pp. 359 - 369 Permanent link to this document: http://dx.doi.org/10.1108/07378830210444559 Downloaded on: 12 January 2016, At: 04:35 (PT) References: this document contains references to 19 other documents. To copy this document: [email protected] The fulltext of this document has been downloaded 752 times since 2006*

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*Related content and download information correct at time of download. Downloaded by UNIVERSITY OF DAR ES SALAAM At 04:35 12 January 2016 (PT) Telematics environment in Tanzania Contradictions of The state of telematics in Tanzania is not Tanzania Government encouraging, as shown in Tables I and II. From policies on Internet Table I, it can be seen that the telephone density and personal computer availability of service provision: Tanzania are below the average in the whole of case study of , in the Southern African Development Community SADC) region, and in the world. Dar es Salaam city Similarly Tanzania lags behind and on average in the provision of Internet Stephen M. Mutula and services, as reflected in Table II. Mzee M.M.M. Ahmadi Telecommunications services in Tanzania are both inadequate and poor. According to the Country profile 1998), Tanzania had 0.29 main phone lines per 100 inhabitants in 1992, The authors compared with figures of 0.77 for neighboring Stephen M. Mutula [email protected]) is Lecturer Kenya. Today efforts are afoot by the at DLIS, University of Botswana, Gaborone, Botswana. Government to rehabilitate and improve the Mzee M.M.M. Ahmadi [email protected]), is Master telecommunications services. In Dar es Salaam, of LIS Student at University of Botswana, and Senior Library Assistant, the Library, University of Dar es Salaam, Tanzania. for example, the telephone system is being modernized with the assistance of Japan's Mitsubishi Corporation SANGONeT, 199t). Keywords As part of the Government efforts to improve Internet, Policy, Development, Problem solving, Tanzania the telecommunications services in Tanzania, the Tanzania Communications Commission Abstract TCC) was established as a legal entity vide the The Tanzania Government recognizes the importance of Tanzania Communications Act No. 18 of Internet accessibility in national development and has been at 1993) to establish and regulate the postal and the forefront, at least on paper, in putting in place institutional telecommunications services, radio structures and frameworks to enhance Internet access and use, communication and management of the radio particularly in Dar es Salaam. Some of the notable frequency spectrum. The TCC is required, accomplishments have been in the area of legislation: among other things to: establish regulations deregulation in telecommunication sector, licensing, reduction governing the operations of postal, of import duty and other tariffs on software and hardware. telecommunications and radio communication These efforts, though, have not translated in practical terms service in Tanzania; license postal and

Downloaded by UNIVERSITY OF DAR ES SALAAM At 04:35 12 January 2016 (PT) into wider Internet adoption and use in the country. This paper presents the results of a study that was carried out to establish telecommunications operators; define the tariff why, despite what is seen as Government's efforts to improve policy and regulate tariffs for basic services Internet accessibility and use in Dar es Salaam, the impact of provided by the postal and telecommunications these efforts remains insignificant. operators; define indicators of service quality and monitor compliance by service providers; Electronic access promote competition in service provision, starting with value-added service to basic The research register for this journal is available at http://www.emeraldinsight.com/researchregisters service; advise the Government on matters pertaining to post and telecommunications; The current issue and full text archive of this journal is promote technological development with the available at aim of improving the quality of service to http://www.emeraldinsight.com/0737-8831.htm internationally acceptable standards; lower tariffs and ensure the attainment of universal Library Hi Tech service requirements Hanson Cooke, 1998). Volume 20 . Number 3 . 2002 . pp. 359±369 # MCB UP Limited . ISSN 0737-8831 The Government of Tanzania is also taking DOI 10.1108/07378830210444559 other various measures in an attempt to 359 Contradictions of Tanzania Government policies on Internet service provision Library Hi Tech Stephen M. Mutula and Mzee M.M.M. Ahmadi Volume 20 . Number 3 . 2002 . 359±369

Table I Telematics status in SADC region compared withglobal and Africa statistics Internet Internet Internet service Telephone density Personal computers Countries hosts users providers per 100, 1997 per 100, 1996 Tanzania 137 2,500 14 0.3 0.037 SADC 151,927 930,100 218 4.8 1.6 Africa 165,000 1,000,000 350 2.0 0.64 World 16,000,000 150,000,000 10,000 13 4.72 Source: SADC 1999)

Table II Internet penetration in East Africa Internet Users/Kb No. of No. of Kb per Call cost, Population/ GDP Internet Country ISPs users second $US/hour user $US/head capacity Kenya 16 15,000 2,000 1.36 1,935 330 8 Tanzania 14 2,500 1,098 1.94 12,876 139 2 Uganda 4 3,000 256 8.40 7,106 305 12 Source: Unesco 1999)

improve and promote the Internet industry in serve as a study centre on new information the country. In 1995, for example, the technology Hanson Cooke, 1998). Government lifted the ordinance, which previously mandated the local publicly owned telephone company to be the sole telephone Internet development in Tanzania operator in the country SANGONeT, 1999). This decision led to the registration of a large Partial Internet access in Tanzania started number of privately owned cellular telephone during the early part of the 1990s, when operators. The registration of large number of Muhumbili University of Health Science, cellular telephone companies was expected to Commission of Science and Technology bring about stiff competition among the COSTECH) and the University of Dar es telephone operators and result in better services Salaam were connected using a store and to consumers. Today, the Tanzania forward electronic mail facility through Telecommunication Company Limited Healthnet. Tanzania Online and Cyber Twiga TTCL) is in the process of digitizing all its became the pioneer commercial companies to Downloaded by UNIVERSITY OF DAR ES SALAAM At 04:35 12 January 2016 (PT) telephone lines in Dar es Salaam. This, it is offer full Internet access in the country expected, will speed up the rate of growth of Globalink Communications, 1997). data communications in the country. Tanzania today has full Internet connectivity Since its establishment, the TCC has taken available from 14 Internet service providers various steps aimed at improving and ISPs). This growth is attributed mainly to promoting the communications technology government policy changes, especially in the sector in Tanzania. For example, it has telecommunications sector. In 1993 Parliament established regulations that are expected to passed the Communications Act No. 18 which govern the introduction and provision of established the TCC to regulate affordable Internet services throughout the telecommunications services and provide public country. Currently, the commission is carrying telecommunications licenses in Tanzania. out a study on the consolidation of information Private companies have since established new technology, communications and broadcasting. services in communications. The TCC has Another development effort is the licensed new companies to complement existing establishment of the multipurpose ISPs. The TCC has also introduced new telecommunications laboratory, which will services to compete with TTCL, which until 360 Contradictions of Tanzania Government policies on Internet service provision Library Hi Tech Stephen M. Mutula and Mzee M.M.M. Ahmadi Volume 20 . Number 3 . 2002 . 359±369

recently was a monopoly in the country. In the November 1996 via a VSAT link through France. data communication area, a number of It offers connection services to individuals and companies have been granted licenses to companies. It also offers online services like e- operate and provide Internet services. These mail and newsgroup access. Internet Africa, companies, which include Datel, SocieÂte another ISP, is operating in alliance with a South Internationale de TeÂleÂcommunications African networking giant Q Data Internet. Its AeÂronautiques SITA), and Wilken AFSAT, Internet services in Tanzania are administered by are expected to facilitate wide area computer Soft-Tech Consultants. It is connected to its networking within the country. Internet gateway in France via a 64kbps VSAT The Government of Tanzania until recently satellite link through the services offered by Datel. considered Internet service provision as a value- SITA is an international airline operator with added service. As a result, ISPs were required to the most widespread data communications resell the service so long as they bought their network in the world, covering 213 countries. In Internet access connection through one of the Africa, SITA provides networks in Tanzania as three licensed data communication operators. well as other countries Jensen, 1995). Wilken Today, the TCC has allowed individual ISPs to AFSAT Tanzania Limited) is a subsidiary of have direct international access. In 1996, Datel Wilken International based in , but has made Internet access available through VSAT traditionally supplied voice radio communications very small aperture terminal) satellite services in East Africa. In addition to offering connections through France Tanzania international data carrier license, the company Commission for Science and Technology, 1999). has also obtained a local wireless data In the last three years the number of both transmission license in the 2.4GHz waveband. It commercial and public ISPs in Tanzania has will use it to connect its 12-meter international increased to 14. Despite this growth, the earth station in Dar es Salaam with a downlink in number of users remains paltry, at 2,500.The the USA SANGONeT, 1995). access charge is high at US$1.94 per hour of The University of Dar es Salaam operates full use with teledensity standing at 0.037 Table I). Internet services, which are centralized at the In terms of population per user Tanzania has computer centre and the library. The university 12,876 Unesco, 1999) Table II). provides Internet services not only to the Today there are many ISPs and cyber-cafeÂs university community, but also to the general providing Internet services in the country. Africa public University of Dar es Salaam, 1997). As far OnlineTanzaniawasoneofthefirstISPsto as telecommunications services are concerned, provide Internet services in Tanzania. The the TTCL was established by the government company is a subsidiary of Africa Online, the with the main objective of providing premier provider of Internet communications telecommunications services in the country. The services throughout Africa. Cyber Twiga is company's mission is to provide speedy, reliable Downloaded by UNIVERSITY OF DAR ES SALAAM At 04:35 12 January 2016 (PT) another ISP that is offering Internet services in and profitable telecommunications services to the country. Cyber Twiga has international business and residential customers in Tanzania connectivity via a 64kbps kilobits per second) SANGONeT, 1995). SITA link, a 256kbps simplest link via On the side of regulation, the government Interpacket's Espresso service. Cyber Twiga is regulatory body, the TCC, was established to providing wireless links using Wi-Lan for leased regulate the communications sector in the line customers, and has set up an HF radio country including postal, telecommunications e-mail service. Datel is another ISP in Dar es and the management of the radio frequency Salaam, which is operated under a joint venture spectrum. between TTC 49 percent) and Nexus International a subsidiary of France telecom Group) 51 percent). Datel provides public data Prerequisites of effective Internet service communications network services based on provision VSAT satellite technology Globalink Communications, 1997). Heartbeat Online Telecommunications infrastructure provides the Tanzania started to offer full Internet services in basis for Internet access and use. Access to 361 Contradictions of Tanzania Government policies on Internet service provision Library Hi Tech Stephen M. Mutula and Mzee M.M.M. Ahmadi Volume 20 . Number 3 . 2002 . 359±369

telephones reduces the need for people to travel literacy and computer literacy are vital for both and helps overcome isolation. To achieve an the ISPs and Internet end-users. In Tanzania, effective level of Internet access and use that can most of the Internet service operators do not support the basic needs of the information equip either their staff or their users with the society, any country needs a well-developed necessary skills for Internet access and use. The telecommunications infrastructure. In Tanzania lack of awareness about the Internet hampers its the telephone system is analog. Analog telephone development and widespread use. systems are unreliable and difficult to network Tanzania has long sought assistance. It has with computers. Analog networks not only cause depended greatly on external intervention and Internet connectivity problems but also have high assistance from developed countries and maintenance costs. Spare parts are lacking. international agencies in formulating its In Tanzania, the cost of local calls per month development plans. The agencies have commonly is much more than a lower income earner gets prescribed methods that proved reliable in the as monthly salary. If this type of situation is advanced countries. These methods have not allowed to continue, there is a danger that two always succeeded in Tanzania presumably societies could emerge in the country: those because of the different circumstances. This who have information and those who do not dependence has also weakened the nation's SANGONeT, 1995). This would mean that capability to sustain its own IT growth in general Internet technology would belong to a minority. and Internet usage in particular. Issues of access and use of the Internet must The development of a regulatory and policy therefore be assessed, if the technology is to framework is necessary. The appropriate Internet benefit everybody in the country. regulatory and policy framework is one which Hudson 1998) pointed out that widespread addresses the constraints affecting the access to the Internet is influenced by two factors, introduction of this technology. The framework namely; the availability of an infrastructure that needs to address issues such as costs and the connects users to the Internet measured in universality of access to basic telephone services, telephone lines per 100 inhabitants) and the Internet services and the needs of marginalized computer density ± the amount of computer communities Economic Commission for Africa, equipment available for Internet access 1999). In Tanzania the Government or the measured in computers per 100 inhabitants). service providers do not effectively address these Although these are necessary conditions for issues. Melody 1997) pointed out that the widespread use of the Internet, they are not foundation of Internet infrastructure is the sufficient. For example, in Tanzania, the telecommunications system. He further notes that teledensity is 55 lines per 10,000 people, privatization, liberalization and competition in the compared with only 27 lines per 10,000 people in telecommunications sector can bring significant Ethiopia. On the basis of these statistics alone, it benefits in countries where they are applied. In Downloaded by UNIVERSITY OF DAR ES SALAAM At 04:35 12 January 2016 (PT) would appear that the potential market for Singapore, for example, although the telematics, determined by the number of people Government is trying to control information, it is with a phone and computer, is much higher in still reaping the benefits of the information age Tanzania than in Ethiopia. But the poor quality of De Boer and Walbeek, 1999). Unfortunately for lines in Tanzania, which suffers more faults on Tanzania, privatization is being recommended the lines than the network in Ethiopia, means that without a clear understanding of its repercussions, online uses such as database searching are easier such as the likelihood of a conflict of values. in Ethiopia than in Tanzania De Boer and Competition in the telecommunications and Walbeek, 1999). Internet service markets generally leads to Various studies have shown that there is multiple players lowering the prices of access, limited use of computers in most of Africa's and increasing the use of services. Competition organizations. In Tanzania, most organizations also improves services offered to customers. In regard computers as basically advanced Tanzania's telecommunications industry, typewriters for secretaries and advanced government regulations still restrict new calculators for the accounts department entrants from competing with incumbent Mandara, 1999). Basic information network operators. For instance, the Government 362 Contradictions of Tanzania Government policies on Internet service provision Library Hi Tech Stephen M. Mutula and Mzee M.M.M. Ahmadi Volume 20 . Number 3 . 2002 . 359±369

regulatory authority licensed Zanzibar government policy and available Telecommunications Limited Zantel) as a infrastructure to enhance Internet service provider but restricted the licensee to development? operate only within the city of Zanzibar Afullo, . What is the extent of Internet service 2000). Such restrictions are not good for the provision in Dar es Salaam/Tanzania? spread of the Internet in the country. . What problems face ISPs in providing The importance of competition in the Internet services? telecommunications industry grows, when the . What problems face the users in Internet regulatory framework is clear, transparent and access and use in Dar es Salaam? non-discriminatory. Under a liberalized, competitive market structure, market forces ensure that prices are much closer to marginal Assumptions costs, curtail inefficient operations and services and ensure that entry and exit barriers are The study was carried out based on the minimized, leading to a flow of new entrants assumptions that: infrastructure problems are that force incumbent firms to become more hindering Internet development in Dar es efficient. Salaam; there are government policies for enhancing Internet development in Tanzania; the population of Internet stakeholders dealing Objectives of the study with regulation and service provision in Dar es Salaam consists of telephone operators, This study aimed at determining factors that Internet operators, computer dealers, have hampered Internet development in government regulatory bodies, and cyber-cafeÂs. Dar es Salaam, Tanzania. The study sought to: . identify policies and regulatory frameworks that affect Internet development; Researchmethodology . determine the overall available mechanism to enhance Internet development; This study used a survey method to collect the . determine the awareness among ISPs data because of the diversity of the population. regarding policy and infrastructure for According to Powel 1991), the survey method Internet development in Dar es Salaam, is preferable where a large number of samples Tanzania; and exploratory analysis of relationships exist. . determine the level of Internet services in Van Dalen and Mayer 1966) observe that Dar es Salaam; and survey research aims at: collecting detailed . determine problems affecting Internet factual information that describes existing Downloaded by UNIVERSITY OF DAR ES SALAAM At 04:35 12 January 2016 (PT) provision in Dar es Salaam, Tanzania. phenomena; identifying problems or justifying current conditions; making comparisons, evaluating and determining what others are Researchquestions doing with similar problems or situations and benefiting from their experiences. Survey To accomplish the stated objectives the method also saves time, is cost-effective and is respondents were asked the following research amenable to generalizing about findings from a questions: reasonably small sample see Appendix 1 for a . Are there Government policies meant to copy of the survey instrument). enhance Internet access development in Tanzania? . What infrastructure is available in Dar es Population and sampling Salaam to implement Government policies on Internet development? The target population of interviewees consisted . What is the level of awareness among ISPs of samples drawn from cyber-cafeÂs, in Dar es Salaam/Tanzania, regarding communications regulatory bodies, Internet 363 Contradictions of Tanzania Government policies on Internet service provision Library Hi Tech Stephen M. Mutula and Mzee M.M.M. Ahmadi Volume 20 . Number 3 . 2002 . 359±369

operators, and the Tanzania the actual Internet services provision was telecommunications operator. These groups carried out. were chosen, because they are key actors in Statistical Package for Social Science SPSS) Internet development in Dar es Salaam. They was used to process and analyze data that were are also concentrated in the area of study, which gathered using different data collection made the research process cost-effective. techniques. SPSS according to Green et al., In order to obtain an in-depth study and to 1997), is a suitable package for the analysis of acquire a demonstrable degree of reliability surveys. and validity within the identified population sample, the researchers used stratified random sampling to select the groups. The Interviews populations were categorized according to function. On this basis, the population was Interviewing at each site of research consisted of stratified into three service providers: ISPs one key informant. The interviewees consisted Africa Online Tanzania, Cyber Twiga, Datel, of executive directors, technicians and Heartbeat Online Tanzania, Internet Africa, supporting staff of the organizations. The SITA, Wilken AFSAT Tanzania Limited), interview was conducted across different cadres University of Dar es Salaam Library, of staff to enable the researchers to get exposure University of Dar es Salaam Computer to different situations. During the course of Centre and cyber-cafeÂs), the interviews, the conversation led to discussion, telecommunications operator Tanzania which was not outlined in the interview Communications Company), and the service schedule but nevertheless offered valuable regulator TTCL). Due to considerable information to this research. The whole variation between strata with some samples interviewing exercise took two weeks. quite small, a disproportionate sampling Table III shows the number of interviewees method was used to ensure that reasonable from seven ISPs. The number of participants samples were drawn from each sub- from Africa Online Tanzania accounted for population. Physical observations, interview 12 percent three), Cyber Twiga 16 percent schedules and document review were used to four), Datel Tanzania 12 percent three), collect data. Heartbeat Online Tanzania 12 percent The members of the samples that were three), Internet Africa 20 percent five), drawn from the three strata were interviewed SITA 12 percent three) and Wilken AFSAT using the interview schedules in Appendices Tanzania Limited 16 percent four). 1, 2 and 3. Table IV shows the distribution of the status of interviewees across seven ISPs. The

Downloaded by UNIVERSITY OF DAR ES SALAAM At 04:35 12 January 2016 (PT) executive directors accounted for 28 percent seven), technicians 40 percent ten) and Data collection, analysis and presentation support staff 32 percent eight). Interviewing was the main data collection technique used in this study. It was Table III The sample of interviewees across organizations complemented by physical observations and a Number of review of documents, where possible. The Name of ISP respondents Percentage questions were both structured and Africa Online Tanzania 312 unstructured. This mix was important in Cyber Twiga 416 dealing with complex issues, since it permitted Datel 312 subjects to respond freely. Heartbeat Online Tanzania 312 Physical observation was used, particularly at Internet Africa 520 the users' access pools, in order to verify the SITA 312 accuracy of information collected from service Wilken AFSAT 6Tanzania Limited) 416 providers. This was also vital, as it enabled the researchers to witness the environment in which Note: n =25 364 Contradictions of Tanzania Government policies on Internet service provision Library Hi Tech Stephen M. Mutula and Mzee M.M.M. Ahmadi Volume 20 . Number 3 . 2002 . 359±369

Table IV The status of interviewees association that catered for the interests of Position No. of sample Percentage Internet operators, they responded that they Executive directors 728had none. Technicians 10 40 Support staff 832Services offered by ISPS The interviewees were asked to state the various Total 25 100 Internet services, which they offered to the Note: n =25 customers. Seven interviewees from five organizations cited leased-line Internet Regulation and policy framework connectivity, consulting, equipment supply, On regulation and policy framework, installation of client systems for Internet access, 75 percent 18) respondents from seven and consulting on Internet security and organizations cited three conditions that needed commerce as the types of services they offered. to be fulfilled by potential ISPs before offering A total of 22 participants from four ISPs also their services to the public. These conditions had Internet cafeÂs, where the public surfed the included submitting the application to the Internet and used e-mail facilities for a fee. The regulatory authority the TCC), which would in ISPs who owned these cyber-cafeÂs included turn inform the applicant within 28 days the Africa Online Tanzania, Cyber Twiga, outcome of the application. If the application Heartbeat Online Tanzania and Internet Africa. were approved, the TCC would then evaluate The charges for Internet access ranged between the application, and the applicant would be required to pay the business license tax to the US$35 and US$60 a month, while Internet Tanzania tax authority and the operating cafes and other public access points such as the license to the TCC. computer centre and the University library During the course of the conversation, one charged between US$1.50 and US$2.50 per participant pointed out that the US$10,000 hour. required to be paid by ISP for the license and US$2,000 for registration restricted new Marketing of the Internet services entrants to the Internet industry in the The researchers interviewed participants on country. The implication of this was that high how their services were made known to the access charges were hindering provision of general public. Of the respondents, 90 percent Internet services. Another participant made a from four organizations cited word of mouth as comparison between Tanzania and other the predominant medium, while 10 percent of countries in Africa. He stated that most of the respondents from other organizations said that countries in the world do not charge Internet they used televisions and newspapers to market license fees and, where they did, the license their services. Downloaded by UNIVERSITY OF DAR ES SALAAM At 04:35 12 January 2016 (PT) fees were reasonable. He cited the examples of Malawi, Kenya and Mozambique, where Problems of Internet service provision the fees charged ranged between US$500 and Apart from the legal and regulatory problems US$1,000. discussed in the previous section, the In terms of tax exemptions on importing respondents pointed out that they were facing Internet equipment, three participants other problems, which were related to commented that, although the policy was in awareness, skills, and the technical and place, the existence of unnecessary bureaucracy regulatory framework. A total of 20 prolonged the application procedure. Because 80 percent) of respondents from seven of delays, applicants preferred to pay the full tax organizations said that their customers lacked amount rather than seek an exemption. Internet awareness and skills. In their The researchers also tried to learn whether experience, most people wanted to use the the ISPs ever sent complaints or grievances to Internet for Web surfing and e-mail, but the TCC. They responded that they had sent unfortunately many of them did not know how. grievances several times without getting positive Other users or potential users wanted their responses. Asked whether there was any formal offices or homes connected to the Internet, but 365 Contradictions of Tanzania Government policies on Internet service provision Library Hi Tech Stephen M. Mutula and Mzee M.M.M. Ahmadi Volume 20 . Number 3 . 2002 . 359±369

did not know how to make use of the Internet, with those offered by the TTCL, but because once they had a connection. the services were more reliable. Unreliable electrical power supply and Since the government controlled the TTCL's unreliable telephone services were major management, every strategic plan formulated technical problems mentioned by 18 by the company had to obtain Government interviewees in five organizations. These approval before implementation. Because of problems implied a poor quality of service this, the company experienced delays in offered to customers at high costs. implementing plans. The interviewees observed that ISPs used The sales tax on telephone services kept being local data providers that used VSAT satellites. increased from time to time. The impact was Since this link has a small diameter that limits that telephone bills kept going up and became a data transmission, it could explain the slow burden to consumers. The tax also reduced the speed experienced by users. use of telephone services, which reduced On regulatory and policy framework, company revenues. 60 percent 15) of the participants pointed out that the regulatory authority required all ISPs to link to local data providers approved by the Discussion of the results authority. The ISPs thought that restricting them to any data provider would inevitably The results from the survey clearly show that, result in poor services by the data providers and despite efforts that the government has put in in high charges. place to enhance Internet development in Interviewees pointed out that the Dar es Salaam, a number of factors hampered Communication Act No. 18 of 1993 had no their success. One problem was the lack of skills and awareness among Internet users. Another clear definition of the word Internet or its was a lack of regulatory support, which led to an related activities, and the Act had given unreliable Internet telecommunications excessive powers to the TCC in making infrastructure and high access charges. The decisions. In the absence of legal support for interviews also revealed that the existence of Internet activities, ISPs were denied the legal two licenses to be paid by prospective Internet right to represent themselves in a court of law, operators, prior to getting permission to when need arose. operate, affected Internet development in both The service providers observed that there was Dar es Salaam and the rest of the country. The no good way to expand the telephone business and operating licenses created a exchanges. The telephone density in lines per market barrier that limited the number of new 100 persons) in Dar es Salaam was below entrants into the Internet market. This reduced 0.037. The telephone lines were not wholly the efficiency and effectiveness of Internet Downloaded by UNIVERSITY OF DAR ES SALAAM At 04:35 12 January 2016 (PT) digitized and this affected reliability. The services offered to the end-users and pushed the limited number of exchange extension services charges up. Some Internet operators decided to available with poor or outdated telephone quit due to high operating costs and infrastructure was cited as affecting the unpromising revenue collection from the provision of effective Internet service. customers. The TTCL also suffered from customers not The service providers pointed out that they paying their bills, especially government spent a lot of time assisting users. Since users departments and quasi-state organizations. paid hourly charges, the assistance could be Because of these financial hardships, the burdensome to them. The number of company failed to execute many of its customers also dropped because of the obligations. It also operated below capacity and frustration of having to wait in long queues for consequently offered poor services to its Internet services. The survey revealed that the customers. The researchers found out that existing Internet and telecommunications some of the company's customers opted to use infrastructure in Dar es Salaam was unreliable the services offered by cellular phone operators, and inadequate, and this was compounded by not because they were less expensive compared an unreliable electricity supply. 366 Contradictions of Tanzania Government policies on Internet service provision Library Hi Tech Stephen M. Mutula and Mzee M.M.M. Ahmadi Volume 20 . Number 3 . 2002 . 359±369

Interviews conducted with TCC staff and using them. This has contributed to the low ISPs and a review of the Internet regulations number of Internet users. The existing revealed that there was a lack of Internet and telecommunications understanding about the Internet by the infrastructure has failed to support Internet regulatory authorities. Similarly, the activities because of the poor state of the regulatory body treated the Internet as a telephone lines coupled with the high source of licensing revenue. Section 2, telephone charge. There is a lack of awareness subsection 2.3 of the license application on the part of the TCC about the guidelines TCC, 1999) shows that the opportunities offered by the Internet. Tariffs regulation authority had separated the voice remain high, which limits Internet Internet from the normal Internet activities, development, access and use. and treated the voice Internet as public a There are little cooperation and interaction telephone service despite the many between the government, users, operators and differences between public telephone the regulatory body. Internet operators need operations and voice Internet. For example, to take the lead in training users about the in terms of service quality, voice Internet technology. This could be done through products do not provide sound quality seminars and workshops with emphasis on comparable with traditional long distance computer skills and Internet awareness. service. The voice Internet operation requires Internet operators could also establish both parties to be connected to the Internet at evening classes for both registered and the time of the call and the sound quality for potential users. voice Internet products tends to be The results of the findings suggest that appreciably worse than circuit-switched Internet operators both the public access telephone. In addition, service providers and operators and the ISPs) should form a lobbying users of voice Internet are required to pay for group. Among its objectives could be to educate their connection to the local phone network the people about the Internet and its and for their connections to the Internet. importance in social and economic life. The Regulating the voice Internet is problematic, lobby could also advise the government on the since it is virtually impossible to require ISPs regulation and policy issues that would facilitate to segregate voice and data packets for wider Internet access and use. regulatory purposes. The Tanzanian government needs to create Data gathered through interviews with the an Internet-friendly environment with a TCC and telecommunications operator's staff coherent telecommunications reform. revealed that the TCC was protecting the local Government efforts would have to be telephone operators from competition, despite complemented by the support of other the fact that the existing operators have failed to stakeholders, including Internet operators, Downloaded by UNIVERSITY OF DAR ES SALAAM At 04:35 12 January 2016 (PT) satisfy the demands of their customers. In end users, information experts and addition, the local telephone operators have telecommunications operators. The failed to offer affordable and reliable services, Government needs to remove unnecessary thus hampering widespread access and use of licensing regulation and bureaucratic the Internet. procedures, and to encourage industry self- regulation wherever appropriate. In addition the Government could develop mechanisms Conclusion that make Internet operators a formal part of the policy-making process, especially on such The findings of the survey and discussion of matters as taxation and licensing. the results suggest that there is no clear and There is a need for the telecommunications transparent regulatory policy on Internet infrastructure in Dar es Salaam to be enhanced. activities in Dar es Salaam, and existing The starting-point could be telecommunications regulations have failed to support Internet policies that bring about competition to create development. The users are not aware of an environment conducive to the improvement many Internet applications and lack skills for of Internet service provision. 367 Contradictions of Tanzania Government policies on Internet service provision Library Hi Tech Stephen M. Mutula and Mzee M.M.M. Ahmadi Volume 20 . Number 3 . 2002 . 359±369

References University of Dar es Salaam 1997), University of Dar es Salaam Prospectus 1997/1998, Dar es Salaam Afullo, T.J. 2000), ``Global information and Africa: the University Press, Dar es Salaam. telecommunications infrastructure for cyberspace'', Van Dalen, D.B. and Meyer, W.J. 1966), Understanding Library Management: Incorporating Library Career Education Research, McGraw-Hill, New York, NY. Development, Vol. 21 No. 4, pp. 93-5. Country profile 1998), ``Tanzania and Comoro'', The Economist Intelligence Unit, The Economist, London. Appendix 1. Interview guide for ISPs ± De Boer, S.J. and Walbeek, M.M. 1999), ``Information technology in developing countries: a study to guide senior management staff in organizations policy'', International Journal of Information This survey is being undertaken to assess the Management, Vol. 19, pp. 207-18. Economic Commission for Africa 1999), ``Democratizing Internet development in Dar es Salaam in access to the information society'', available at: Tanzania. Confidentiality will be maintained. www.bellanet.org/partners/aisi/adf99docs/ 1. When did your organization commence democratising.htm accessed December 7). business in Tanzania? Globalink Communications 1997), ``Internet service providers in Tanzania'', available at: www.glcom/ ÐÐÐÐÐÐÐÐÐÐÐÐÐÐÐÐÐÐÐÐ hassan/isptz.html accessed October 12). 2. What are the objectives and goals of your Green, S.B., Salkind, N.J. and Akey, T.M. 1997), Using SPSS organization? for Windows: Analysis and Understanding Data, ÐÐÐÐÐÐÐÐÐÐÐÐÐÐÐÐÐÐÐÐ Prentice-Hall, Englewood Cliffs, NJ. 3. What conditions have to be fulfilled before Hanson Cooke 1998), ``Global communications Africa'', becoming a legally registered ISP? Encouraging Investment in Tanzania, Hanson Cooke, ÐÐÐÐÐÐÐÐÐÐÐÐÐÐÐÐÐÐÐÐ London, pp. 416-18. Hudson, H.E. 1998), ``Development and the globalization of 4. How effective is the existing data cyberspace'', available at: www.aspeninst.org/dir/ communication policy in Tanzania as far as polpro/CSP/IIS/98/eisix.htm accessed October 13). promoting Internet use is concerned? Jensen, M. 995), ``Telematics in a global context'', ÐÐÐÐÐÐÐÐÐÐÐÐÐÐÐÐÐÐÐÐ discussion paper, Africa Regional Symposium on 5. What is the impact of tax policy on Telematics for Development, April 1, Addis Ababa. importation of Internet devices and equipment? Mandara, G.R.R. 1999) ``The global information ÐÐÐÐÐÐÐÐÐÐÐÐÐÐÐÐÐÐÐÐ revolution and manager in Tanzania'', The AdMag: Advertising, Business & Shopping Guide,3rded., 6. Do you operate as an ISP anywhere else in Dar es Salaam. Africa apart from Tanzania? Melody, W.H. 1997), Telecom Reform: Principles, Policies ÐÐÐÐÐÐÐÐÐÐÐÐÐÐÐÐÐÐÐÐ and Regulatory Practices, Center Tele-Information, Technical University of Denmark, Lyngby. If yes, how do you compare the information Powel, R.R. 1991), Basic ResearchMethodsfor Librarians , technology policy framework of Tanzania and 2nd ed., Ablex Publishing, Norwood, NJ. that of any other country where you operate as SADC 1999), SADC Theme Document: SADC in the Next Downloaded by UNIVERSITY OF DAR ES SALAAM At 04:35 12 January 2016 (PT) far as Internet service is concerned? Millennium: The Opportunities and Challenges of ÐÐÐÐÐÐÐÐÐÐÐÐÐÐÐÐÐÐÐÐ Information Technology, SADC Secretariat, Gaborone, 7. If an organization or an individual wants to pp. 1-63. connect to the Internet through your SANGONeT 1995), ``AISI-connect national ICT profile'', available at: www2.sn.apc.org/africa/countdet. CFM? organization, what conditions must be fulfilled? countries_ISO_Code=TZ accessed October 13). ÐÐÐÐÐÐÐÐÐÐÐÐÐÐÐÐÐÐÐÐ Tanzania Commission for Science and Technology 1999), 8. What charges do you levy on setting up an ``The development of information technology'', the Internet site for: Tanzania Commission for Science and Technology, Dar 1) an institution; es Salaam unpublished). 2) a person; Tanzania Communications Commission 1999), License 3) cyber-cafeÂs? Application Guidelines for the Provision of Public Internet Access services in Tanzania, TCC, ÐÐÐÐÐÐÐÐÐÐÐÐÐÐÐÐÐÐÐÐ Dar es Salaam. 9. How do the potential customers/clients Unesco 1999), ``Where is Africa on the information become aware that you are offering Internet highway? The status of Internet connectivity in services? Africa'', available at: www.unesco.org/webworld/ buildinfo/rinaf/docs/cari98.html ÐÐÐÐÐÐÐÐÐÐÐÐÐÐÐÐÐÐÐÐ 368 Contradictions of Tanzania Government policies on Internet service provision Library Hi Tech Stephen M. Mutula and Mzee M.M.M. Ahmadi Volume 20 . Number 3 . 2002 . 359±369

10. What impediments do you face or are likely 6. What are the achievements and problems of to face during the course of service provision? your organization in the provision of telephone services in Dar es Salaam and the whole ÐÐÐÐÐÐÐÐÐÐÐÐÐÐÐÐÐÐÐÐ country? 11. What is your view about telephone installation and use as far as the following are ÐÐÐÐÐÐÐÐÐÐÐÐÐÐÐÐÐÐÐÐ concerned: 1) reliability; 2) affordability; 3) adequacy? Appendix 3. Interview guide for Tanzania regulatory body ± senior management

Appendix 2. Interview guide for This survey is being undertaken to assess the telecommunications operator ± senior Internet development in Dar es Salaam, management staff Tanzania. Confidentiality will be maintained.

This survey is an assessment of Internet 1. What are the goals and objectives of the development in Dar es Salaam, Tanzania. The Commission? success of this study depends on your contributions. Confidentiality will be ÐÐÐÐÐÐÐÐÐÐÐÐÐÐÐÐÐÐÐÐ maintained. 2. What has the Commission achieved in its enactment as far as promoting data 1. What are the goals and objectives of your communication service in the country is organization? concerned? ÐÐÐÐÐÐÐÐÐÐÐÐÐÐÐÐÐÐÐÐ ÐÐÐÐÐÐÐÐÐÐÐÐÐÐÐÐÐÐÐÐ 2. What is the state of telephone lines in Dar es 3. What conditions are required for a potential Salaam and the whole of Tanzania in terms of: Internet and telecommunications operator to a) quality; fulfil before being licensed to provide services b) teledensity; to: c) expansion? a) a cyber-cafe operator ÐÐÐÐÐÐÐÐÐÐÐÐÐÐÐÐÐÐÐÐ b) an ISP operator 3. What are your comments on existing c) a telecommunications operator? Government regulatory and policy framework on ÐÐÐÐÐÐÐÐÐÐÐÐÐÐÐÐÐÐÐÐ the telecommunications industry as far as 4. Whom among the stakeholders does your promoting competition in this area is concerned?

Downloaded by UNIVERSITY OF DAR ES SALAAM At 04:35 12 January 2016 (PT) organization involve in formulating regulatory and policy framework on data communication ÐÐÐÐÐÐÐÐÐÐÐÐÐÐÐÐÐÐÐÐ Internet service)? 4. What is the impact of current Government tax sales tax, import tax) rate on the level of: ÐÐÐÐÐÐÐÐÐÐÐÐÐÐÐÐÐÐÐÐ a) telephone usage; 5. What policies exist to promote Internet b) telephone charges? access and use in Tanzania? ÐÐÐÐÐÐÐÐÐÐÐÐÐÐÐÐÐÐÐÐ 5. What is the impact of current Government ÐÐÐÐÐÐÐÐÐÐÐÐÐÐÐÐÐÐÐÐ tax rate on importation of telecommunications 6. How do these policies, if any, enhance devices and equipment? Internet service provision?

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