Implementation of electronic government at Zambia Police Service Headquarters: Measures and constraints

Historically the Zambia Police Service (ZPS) provided police services using a traditional manual-based approach, with little use of technology. In 2021, it launched reforms which, among others, called for the adoption of e-Government in order to improve its performance and service delivery. Therefore, guided by the Technology Organization Environment (TOE) framework, this study investigated the measures and constraints in implementing e-Government at the Zambia Police Service Headquarters (ZPSHQ) between 2021 and 2024. The study was descriptive-exploratory in nature, adopting a qualitative approach and case study design. It used both primary and secondary sources of data. Primary data was sourced from a sample of 11 officials from the Ministry of Home Affairs and Internal Security (MHAIS), SMART Zambia Institute (SZI), and ZPSHQ. These were sampled purposively, with data collected using interviews aided by semi-structured interview guides. The data was analysed thematically. Secondary data from documents accessed from the internet, SZI and ZPS, was analysed using document analysis. Validity and reliability were ensured through content validity and internal consistency, respectively. The study found that the main administrative measures put in place were collaboration with stakeholders like SZI and MHAIS and acquiring Information Communication Technology [ICT] infrastructure like Closed Circuit Television [CCTV] cameras, databases, biometric systems and computers. However, these measures were constrained by a rigid bureaucratic hierarchy, inadequate funding, a shortage of qualified ICT personnel, resistance to technological change and inadequate training. The main legal measures were the Electronic Government Act No. 41 of 2021, the Data Protection Act No. 3 of 2021, the Electronic Communication and Transaction Act No. 4 of 2021 and the Cyber Security and Cyber Crimes Act No. 2 of 2021. These laws provided a framework for digital transformation, data protection and cybersecurity within the law enforcement processes. However, their enforcement was weakened by inadequate institutional capacity, overlapping mandates and the absence of provisions for handling digital evidence. Overall, the study concluded that despite the constraints, the administrative and legal measures have helped to implement e-government at ZPSHQ. To further improve implementation, the study recommends the inclusion of ICT training in police curricula, increased funding for ICT infrastructure and strengthening enforcement mechanisms for existing digital laws.