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(MIS) for Passport Processing: Comparative Study Between Lesotho and South Africa

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(MIS) for Passport Processing: Comparative Study Between Lesotho and South Africa CHALLENGES AND OPPORTUNITIES OF ADOPTING MANAGEMENT INFORMATION SYSTEMS (MIS) FOR PASSPORT PROCESSING: COMPARATIVE STUDY BETWEEN LESOTHO AND SOUTH AFRICA. By Ratakane Baptista Maime Submitted in accordance with the requirements for the degree of M.TECH IN BUSINESS ADMINISTRATION at the CENTRAL UNIVERSITY OF TECHNOLOGY SUPERVISOR: PROF. MN NAONG CO-SUPERVISOR: MR. G MURIITHI May 2014 i DECLARATION I, Ratakane Baptista Maime, declare that this dissertation titled: “Challenges and opportunities of adopting Management Information Systems (MIS): Comparative study between Lesotho and South Africa” is my independent and original work. All the sources that I have consulted or quoted have been indicated and acknowledged by means of complete references. To my knowledge, this dissertation has never been submitted at any other University or Faculty for degree purposes. ii ACKNOWLEDGEMENTS It is not just a formality for me to thank God my father for every finished business. In fact time will fail me if I were to express my gratitude to him – who provided me with all the necessary strength, resources and people who guided me on this long journey. People like my supervisor and co-supervisor under whose oversight I felt like a son being sharpened from uncooked to something of significance – so, thank you Prof Naong and Mr Muriithi. I dedicate this work to my wife and my mother. For me to start and complete this work, the sacrifices that my wife took cannot cease to touch my heart. Whenever possible, my mother has always denied herself any pleasure for my sake. For financial support, my sincere appreciation goes to the CUT Research Office and National Research Foundation (NRF). For the wonderful statistical work and guidance, I also acknowledge Dr Sjolader of the University of the Free State (UFS). For the brilliant language editing work, I sincerely thank Dr David Barraclough. Mr Mlambo of Bloemfontein Home Affairs and Mrs Mamookho Phiri of the Lesotho passport office are also acknowledged for making it possible for me, not only to conduct my study, but also for supplying me with all the necessary information. iii ABSTRACT Fast and secure public service delivery is not only a necessity, but a compulsory endeavour. However, it is close to impossible to achieve such objectives without the use of Information Technology (IT). It is correspondingly important to find proper sustainability frameworks of technology. Organisations do not only need technology for efficient public service; the constant upgrading of systems and cautious migration to the newest IT developments is also equally indispensable in today’s dynamic technological world. Conversely, countries in Africa are always lagging behind in technological progresses. Such deficiencies have been identified in the passport processing of Lesotho and South Africa, where to unequal extents, problems related to systems of passport production have contributed to delays and have become fertile grounds for corrupt practices. The study seeks to identify the main impediments in the adoption of Management Information Systems (MIS) for passport processing. Furthermore, the study explores the impact MIS might have in attempting to combat long queues and to avoid long waiting periods – from application to issuance of passports to citizens. The reasonable time frame between passport application and issuance, and specific passport management systems, have been extensively discussed along with various strategies that have been adopted by some of the world’s first movers in modern passport management technologies. In all cases and stages of this research, Lesotho and South Africa are compared. The research approach of the study was descriptive and explorative in nature. As a quantitative design, a structured questionnaire was used to solicit responses in Lesotho and South Africa. It was established that both Lesotho and South Africa have somewhat similar problems – although, to a greater extent, Lesotho needs much more urgent attention. Although the processes of South Africa need to be improved, the Republic releases a passport much faster and more efficiently than Lesotho. Economic issues are also revealed by the study as unavoidable factors that always affect technological developments in Africa. The study reveals that the latest MIS for passport processing has facilitated modern, automated border- control systems and resultant e-passports that incorporate more biometric information of citizens to passports – thanks to modern RFID technologies. One can anticipate that this study will provide simple, affordable and secure IT solutions for passport processing. Key words: Information Technology (IT); Management Information Systems (MIS); E-Government; E- Passport; Biometrics; and RFID. iv TABLE OF CONTENTS NO. NAME OF ITEM PAGE 1 CHAPTER ONE: INTRODUCTION, BACKGROUND AND PROBLEM 1 STATEMENT 1.1 Introduction 1 1.2 What is an information system? 1 1.2.1 Information systems versus information technology 1 1.2.2 What is a Management Information System? 2 1.3 Benefits of information systems 2 1.4 Perspectives on international practice-MIS usage on passports 3 1.5 Reflection on Lesotho and South Africa 4 1.6 Background to the problem 5 1.6.1 Problem statement 7 1.6.2 Main objective 7 1.6.2.1 Co-objectives of the study 7 1.6.2.2 Research questions 8 1.7 Methodology 9 1.8 Summary and conclusion 9 2 CHAPTER TWO: LITERATURE REVIEW 10 2.1 Introduction 10 2.2 Categories of information systems 10 2.3 Transaction Processing versus Management Information Systems 11 2.3.1 Transaction Processing systems (TPS) 11 2.3.2 Management Information Systems (MIS) 11 2.4 The Background of MIS for passport processing: The international perspective 13 2.4.1 E-government developments 13 2.4.2 Passport processing and MIS 15 2.5 First movers in to modern passport technology 16 2.5.1 Biometric Passport System: Indonesia 19 v 2.5.1.1 The Mega Matcher 19 2.5.1.2 Face and Fingerprint Capturing 20 2.5.1.3 Template Generation 20 2.5.1.4 Store and Forward System 20 2.5.1.5 Middleware 20 2.5.2 The Integrated e-passport management system: Korea 21 2.5.3 The Central Passport Office (CPO) and Seva Project: India 21 2.5.3.1 How the system works 22 2.5.4 Electronic passports 24 2.5.5 Radio Frequency Identification (RFID) 25 2.5.6 The Public Key Infrastructure (PKI) 25 2.5.7 Biometrics 26 2.5.8 Opportunities of e-passport and biometrics developments 26 2.5.9 Strategies around passport production and issuance 27 2.5.9.1 Decentralization versus centralization of passport services 27 2.5.9.2 Performance Improvement Projects 29 2.5.9.3 The Public versus Private Sector Competition 30 2.6 African Perspective 31 2.6.1. South African (SA) Perspective 32 2.6.1.1 Passport Live Capture System 34 2.6.1.2 Who Am I Online 35 2.6.1.3 Online Fingerprint Verification 35 2.6.1.4 Queue Management System 36 2.6.2 Lesotho perspective 36 2.6.2.1 Passport usage 37 2.6.2.2 Employed strategies 37 2.6.2.3 Summary 38 2.7 Challenges of MIS Adoption 39 2.7.1 Interoperability of MIS and e-passports 40 2.7.2 Cost of e-passports 40 2.7.3 Service providers 41 vi 2.7.4 Manufacturing process 42 2.7.5 Infrastructure process 42 2.7.6 Support and acquaintance with IT of high-level managers 43 2.7.7 Internal managerial and organizational level of IS departments 43 2.7.8 Support of middle-level manager 44 2.7.9 Applications of advanced IT in enterprises 44 2.7.10 Organizational structure that manages IS department 42 2.7.11 The status and power of IS managers 44 2.7.12 Staff’s ability to utilize computers 45 2.7.13 Security issues in e-passports 45 2.8 Conclusions 47 3 CHAPTER THREE: METHODOLOGY AND DATA COLLECTION 50 3.1 Introduction 50 3.2 Research method 50 3.2.1 Qualitative research approach 50 3.2.2 Quantitative research approach 50 3.3 Research design 51 3.4 Descriptive and exploratory research 51 3.5 Objectives of the study 52 3.6 Population and sampling 53 3.7 Data collection 54 3.7.1 Independent and dependent variables 55 3.7.2 The questionnaire 55 3.7.2.1 Questionnaire structure 55 3.7.3 Data collection procedure 57 3.8 Pilot study 59 3.8.1 Results of pilot study 59 3.9 Data analysis 60 3.10 Reliability and reliability of measuring instruments 61 3.10.1 Validity of measuring instruments 61 vii 3.10.1.1 Internal and external validity 62 3.10.1.2 Face validity and content validity 62 3.10.1.3 Construct validity 63 3.10.1.4 Criterion-related validity 63 3.11.1.5 Statistical conclusion validity 63 3.11.2 Reliability of measuring instruments 64 3.11 Ethical considerations and informed concerned 64 3.12 Limitations 65 3.13 Conclusions 65 4 CHAPTER FOUR: ANALYSIS AND INTERPRETATION 66 4.1 Introduction 66 4.2 Method of reporting results 66 4.3 Demographic representation of results 67 4.4 Attitude and Perception Variables: Comparison of Lesotho and South Africa 70 4.4.1 Research Question 1 70 4.4.2 Research Question 2 85 4.4.3 Research Question 3 86 4.4.4 Research Question 4 90 4.4.5 Research Question 5 90 4.4.6 Research Question 6 99 4.5 Discussion of Results 104 4.5.1 Research Question 1 105 4.5.2 Research Question 2 111 4.5.3 Research Question 3 111 4.5.4 Research Question 4 112 4.5.5 Research Question 5 112 4.4.6 Research Question 6 115 4.6 Method of Inference 116 4.7 Conclusions 124 viii 5 CHAPTER FIVE: CONCLUSIONS AND RECOMMENDATIONS 126 5.1 Introduction 126 5.2 Findings of the study 126 5.2.1 Causes of delay in the production and issuance of passports in South Africa and 127 Lesotho 5.2.2 Reasonable waiting period between the processing and delivery of passports for the 130 applicants, especially in Lesotho.
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