The mediating role of information system integration in the relationship between intermediary involvement and passport acquisition lead time

This study investigates the mediating role of information system (IS) integration in the relationship between intermediary involvement and passport acquisition lead time in Ghana. The study addresses persistent delays in passport processing that often exceed the official 30-day timeline, driven by bureaucratic inefficiencies and the growing reliance on intermediaries. Guided by the Resource-Based View and Technology Acceptance Model, the research adopted a positivist philosophy and explanatory quantitative design. Data were collected through structured questionnaires from 285 randomly selected passport applicants at the Accra Passport Application Center between January and June 2025 and analyzed using SmartPLS 4. The findings revealed that intermediary involvement positively influenced IS integration and shortened passport acquisition lead times. IS integration showed the strongest direct effect on processing efficiency and significantly mediated the relationship between intermediary involvement and lead time. The study demonstrates how technological and human factors jointly shape public service performance. Practically, the findings emphasize the need to strengthen digital infrastructure, streamline administrative procedures, and regulate intermediary activities to improve service efficiency. However, the study’s urban focus and cross-sectional design limit generalizability, suggesting the need for longitudinal and multi-regional studies in the future.