Abstract:
This study examined the effect of change management on value for money at the
Namanga One-Stop Border Post, Tanzania, focusing on cost efficiency, sustainability
of resource utilization, and service delivery effectiveness. Grounded in Lewin's
Change Management Theory, the research employed a convergent mixed-methods
design with 147 respondents from OSBP staff and agency representatives directly
impact the Namanga OSBP operations, specifically including OSBP staff members
(Customs officers, Immigration staff, and support staff), various agency
representatives (Police force, Port Health, Tanzania Bureau of Standards (TBS),
Tanzania Medicines and Medical Devices Authority (TMDA), Agriculture, Clearing
and Forwarding Agents and key decision-makers (Border Management Committee
Chairperson, Secretary, and Namanga Customs Officer in Charge). Data were
collected through questionnaires and interviews then analyzed using SPSS Version 27
for descriptive statistics and NVivo for thematic analysis. Findings revealed that
change management significantly improved cost efficiency through change
management practices, process simplification and regular operational reviews. Change
management practices have helped to reduce operational costs through effective
strategic reforms, employee training, and process reengineering. Change management
processes enhanced resource sustainability via preventive maintenance, centralized
planning, and capacity-building programmes. Change management strategies
strengthened service delivery effectiveness through stakeholder coordination and
institutional reforms. However, challenges including limited technological integration,
inconsistent communication, and resource constraints hindered optimal
implementation. The study concluded that effective change management is essential
for achieving value for money at border posts. Key recommendations include
institutionalizing formal change management frameworks, strengthening continuous
staff training programmes, improving inter-agency collaboration mechanisms,
investing in technological infrastructure, establishing standardized communication
protocols, and implementing evidence-based resource allocation systems to ensure
long-term operational efficiency and sustainability at Namanga OSBP and similar
facilities across Tanzania
