VOlUME 05 ISSUE 04 April 2026
1Fatima Favour-Tamar Tanimu, PhD, 2Ishaya Umaru Tanimu, PhD, 3Samba Ceesay, MSc
1University of The Gambia
2Zinta Institute, The Gambia
3The Gambia Postal Services (GAMPOST)
DOI : https://doi.org/10.58806/ijsshmr.2026.v5i4n20Google Scholar Download Pdf
ABSTRACT
This study examines how digital transformation can enhance operational efficiency within the Gambia Postal Services, with a particular focus on the Gambia Postal Service Corporation (GAMPOST). Against the backdrop of rapid technological advancements and the global shift toward digital communication and e-commerce, traditional postal systems are under increasing pressure to modernize or risk obsolescence. The study is anchored on the premise that digital technologies—such as automation, electronic postal services, and integrated information systems—serve as critical drivers of institutional performance, service delivery, and competitiveness. Drawing on existing literature and empirical evidence, the research highlights how digital transformation improves process efficiency, reduces operational costs, enhances customer satisfaction, and enables service diversification within the postal sector. Using survey data and descriptive analysis, the findings reveal that GAMPOST has been slow in adopting digital solutions, resulting in significant inefficiencies in service delivery. A substantial majority of respondents (75%) indicated that electronic postal services are not adequately provided, while over 80% reported low levels of computer literacy among staff, posing a major barrier to digital adoption. Furthermore, more than 70% of respondents expressed dissatisfaction with existing ICT policies, and over 90% agreed that technological advancements and the rise of the internet have negatively impacted traditional postal services due to the corporation’s failure to adapt. The study concludes that digital transformation is essential for improving efficiency, ensuring financial sustainability, and enhancing competitiveness in the Gambian postal sector. It recommends increased investment in ICT infrastructure, staff capacity building, and supportive policy reforms to facilitate full digital integration, align with global trends, and contribute to the achievement of Sustainable Development Goal 9 on industry, innovation, and infrastructure.
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Cite this Article:Tanimu, F. F. T., Tanimu, I. U., & Ceesay, S. (2026). Enhancing Service Efficiency through Digital Transformation: Evidence from the Gambia Postal Services. INTERNATIONAL JOURNAL OF SOCIAL SCIENCE HUMANITY & MANAGEMENT RESEARCHS, 5(4), 744-748. https://doi.org/10.58806/ijsshmr.2026.v5i4n20