FIRST INTERNSHIP REPORT

SUBMITTED TO
THE DEPARTMENT OF COMPUTING, LIBRARL SCIENCE AND INFORMATION
TECHNOLOGY
IN PARTIAL FULFILMENT
OF THE REQUIREMENTS FOR THE AWARD OF A
Bachelors Degree
OF STUART UNIVERSITY.

CARRIED OUT AT
Uganda Revenue Authority, Nakawa Division Kampala District

BY
...........Rauben
22/BSU/0001

SUPERVISED BY
....Names ..........(signature..........)
AGENCY SUPERVISOR

Date

___________________
Declaration Approval
I, Rauben ---- hereby declare that this internship report is my original work completed under
proper supervision at Uganda Revenue Authority. I further declare that this report has not
been submitted to any other institution for academic credit.

Role Name Signature Date

Student Rauben ---- _________________ ________________

University Supervisor _________________ _________________ ________________

Workplace Supervisor Ms. Grace Diana Atujuna _________________ ________________

i
Dedication
I dedicate this internship report first and foremost to Almighty God, who has been my source
of strength, wisdom, and guidance throughout this academic journey. His grace has sustained
me through every challenge and blessed me with the opportunity to complete this internship
successfully. Without His divine favor, this achievement would not have been possible.

To my beloved parents, who have been the pillars of my life and the foundation of my
dreams. Their love, sacrifices, and belief in my potential have shaped me into the person I am
today. Through sleepless nights and countless prayers, they have supported my education
with dedication that goes beyond words. Their encouragement during difficult moments and
celebration of my achievements have been my motivation to strive for excellence.

To all the lecturers and academic staff who have imparted knowledge, wisdom, and guidance
throughout my academic journey. Their dedication to education and their commitment to
student success have laid the foundation for this achievement. The knowledge and skills they
have shared have prepared me for this internship experience and future professional
endeavours.

Finally, I dedicate this achievement to everyone who believed in me when I sometimes

doubted myself, who supported me through difficulties, and who celebrated my successes as
their own. Your impact on my life has been immeasurable, and this accomplishment is as
much yours as it is mine.

ii
Acknowledgment
I thank Almighty God for His grace, mercy, and guidance throughout my internship. His
favor gave me strength, wisdom, and protection, making this journey and the completion of
this report possible.

I sincerely appreciate the Uganda Revenue Authority (URA) for the opportunity to intern in
the Business Analysis section under the Customs Department. This placement gave me
valuable insights into revenue administration and business analysis, helping me grow both
professionally and personally.

Special thanks to my supervisor, Ms. Grace Diana Atujuna, Business Analysis Officer, for her
mentorship, support, and dedication. Her guidance and feedback greatly enhanced my
understanding of business processes and analysis.

I also extend my gratitude to Mr. Oboth Abel, Software Developer in Customs, for sharing his
technical knowledge on systems like ASYCUDA World and EFRIS, and encouraging me to
explore new technologies.

I am thankful to Mr. Aubrey Muzoora (Business Analysis Manager) and Ms. Susan Nakaleya
(Supervisor) for their leadership and support during my internship, especially during team
engagements and orientation.

My appreciation also goes to my university supervisors for their continuous monitoring,

assessments, and guidance, which helped align my internship with academic goals.

Lastly, I thank everyone who contributed to my success through support, encouragement, or

guidance. This achievement is a result of many people’s efforts and kindness, for which I am
truly grateful.

iii
List of Acronyms Table of Contents
API - Application Programming Interface
AW - ASYCUDA World
BA - Business Analysis
BABOK - Business Analysis Book of Knowledge
BPM - Business Process Management
BPMN - Business Process Model Notation
CSS - Cascading Style Sheets
EA - Enterprise Architecture
EFRIS - Electronic Fiscal Receipting and Invoicing Solution
ERP - Enterprise Resource Planning
HTML - HyperText Markup Language
HTTP - HyperText Transfer Protocol
HTTPS - HyperText Transfer Protocol Secure
ICT - Information and Communication Technology
iRIMS - Integrated Revenue Information Management System
IT - Information Technology
ITID - Information Technology and Innovation Department
REST - Representational State Transfer
SLA - Service Level Agreement
SOP - Standard Operating Procedure
SQL - Structured Query Language
SRS - Software Requirements Specification
STP - Single Trade Portal
UC - Underpinning Contract
URA - Uganda Revenue Authority
URS - User Requirement Specification
VAT - Value Added Tax

iv
TABLE OF CONTENTS

Contents
Declaration Approval..............................................................................................................1
Dedication...............................................................................................................................1
Acknowledgment....................................................................................................................1
List of Acronyms Table of Contents.......................................................................................1
TABLE OF CONTENTS...........................................................................................................2
CHAPTER 1: BACKGROUND................................................................................................3
1.1 Introduction......................................................................................................................3
1.2 Background of the organization Vision/Mission of the organization...............................3
1.3 Objectives of the organization..........................................................................................4
1.4 Target Market....................................................................................................................5
1.5 Products/Services offered by the organization.................................................................5
1.6 Sources of funding for the organization...........................................................................6
CHAPTER 2: MANAGEMENT OF THE INTERNSHIP EXERCISE/FIELD
ACTIVITY/PROGRAMME......................................................................................................8
2.1 The organization and its role............................................................................................8
Duties performed by the Intern/student at the time of placement..........................................8
The status and role of the immediate supervisor....................................................................9
The role of the university supervisor....................................................................................10
Your responsibilities as a student.........................................................................................10
CHAPTER 3: FINDINGS AND OBSERVATIONS................................................................11
3.1 Description of Cases and Activities Assigned;...............................................................11
3.2 Experience, knowledge and skills gained.......................................................................12
Relevancy of the theories learnt during lectures to the field work activities.......................13
3.3. Special personal contribution to the organization.........................................................14
3.4. Problems encountered in the field work activity and how they were addressed...........14
CHAPTER 4: CONCLUSIONS AND RECOMMENDATIONS............................................16
4.1 Your personal assessment of the organization, the Internship exercise and the suggested
way forward for the University.............................................................................................16
APPENDICES: ATTACHMENTS TO THE REPORT............................................................20
Letter of introduction............................................................................................................20
Time table/ work plan /your daily things to do lists.............................................................20
Relevant maps......................................................................................................................20

v
vi
CHAPTER 1: BACKGROUND

1.1 Introduction
The internship program at Uganda Revenue Authority (URA) provided an invaluable
opportunity to gain practical experience in business analysis within the customs department.
This placement allowed for the application of theoretical knowledge gained during academic
studies while developing essential skills in analysing business processes, identifying
improvement opportunities, and supporting strategic decision-making within Uganda's
premier revenue collection agency.

The customs department, being a critical component of URA's operations, handles the
complex processes of import and export management, trade facilitation, and revenue
generation through customs duties. Working in business analysis within this department
offered exposure to data-driven decision making, process optimization, and stakeholder
management in a dynamic government institution that directly impacts Uganda's economic
development.

1.2 Background of the organization Vision/Mission of the organization

Uganda Revenue Authority (URA) was established in 1991 as a semi-autonomous

government agency responsible for the administration and collection of central government
taxes and revenues. Operating under the Ministry of Finance, Planning and Economic
Development, URA plays a pivotal role in Uganda's economic framework by ensuring
efficient revenue mobilization that supports national development initiatives.

The authority has evolved significantly since its inception, embracing technological
advancements and modern tax administration practices to enhance service delivery and
compliance. With headquarters in Kampala, Nakawa Division and regional offices across the
country, URA serves as the backbone of Uganda's fiscal system, contributing substantially to
government revenue that funds public services and infrastructure development.

URA's organizational structure is hierarchical, led by a Commissioner General and

comprising seven distinct levels: Commissioner General, Commissioners, Assistant
Commissioners, Managers, Supervisors, Officers, and support staff. This structure ensures
clear lines of authority and responsibility across all departments, including the customs
department where business analysis functions support strategic planning and operational
efficiency.

1
Vision/Mission of the Organization

 Vision. A transformational revenue service for Uganda's economic independence.

 Mission. Mobilize revenue for national development in a transparent and efficient
manner.

Mandate. To assess, collect and account for Central Government Tax Revenue (including
Non-Tax Revenues) and to provide advice to the government on matters of policy relating to
all revenue sources.

Core Values:

i. Patriotism. We shall be patriotic, serve our nation with pride and always have a
feeling of love, devotion and sense of attachment to both our country and Agency and
build alliances with other citizens who share the same sentiment.
ii. Integrity. We shall consistently serve our clients with impeccable conduct, paying
attention to rules and regulations and taking responsibility for our actions. This means
living a life worth emulating where those around us yearn for our actions other than
our words.
iii. Professionalism. We shall at all times perform our roles or execute our jobs with
skill, competence, ethics and courtesy. We shall try as much as possible to refrain
from acting based on our social, cultural, gender, and sexual biases. We shall
demonstrate respect for others and considers others as unique and of value. We shall
also be agile, pursue collaborative relations and strive for excellence in whatever we
do.

1.3 Objectives of the organization

URA's primary objectives centre around effective revenue mobilization and administration:

1. Revenue Collection Excellence: To maximize government revenue through efficient

collection of income tax, value-added tax (VAT), customs duties, excise duties, and
other applicable taxes while maintaining high compliance standards.

2. Digital Transformation: To modernize tax administration through technology

adoption, including the enhancement of e-Tax systems and digital platforms that
facilitate seamless taxpayer interactions and improve operational efficiency.

2
 3. Compliance Enhancement: To promote voluntary tax compliance through taxpayer
education, support services, and fair enforcement mechanisms that build trust between
the authority and its clients.

4. Trade Facilitation: To streamline customs processes and border operations,

supporting legitimate trade while preventing smuggling and ensuring proper
assessment of customs duties.

5. Policy Advisory: To provide expert guidance to government on tax policy

development, reforms, and legislative improvements that enhance revenue generation
and economic growth.

6. Institutional Capacity Building: To develop human resources, systems, and

infrastructure that support effective revenue administration and position URA as a
world-class revenue authority.

1.4 Target Market

i. Individual Taxpayers: Including salaried employees, self-employed persons, and
professionals who contribute through income tax payments and utilize URA's
electronic services for compliance.
ii. Corporate Entities: Businesses of all sizes that pay corporate taxes, VAT, excise
duties, and other business-related levies while accessing URA's consultative and
assessment services.
iii. International Trade Players: Importers and exporters who engage with the customs
department for clearance services, duty payments, and compliance with international
trade regulations.
iv. Tax Practitioners: Professional consultants and advisors who assist clients in tax
compliance and work closely with URA to ensure accurate filing and reporting.
v. Government Agencies: Other public sector entities that collaborate with URA in
policy implementation, data sharing, and ensuring compliance with tax obligations
across government operations.

1.5 Products/Services offered by the organization

URA delivers comprehensive revenue administration services:

3
 i. Tax Administration Services: Complete management of income tax, VAT, excise
duties, and other taxes through assessment, collection, and compliance monitoring
systems.
ii. E-Tax Platform: A sophisticated electronic system enabling online tax return filing,
payment processing, and access to various tax-related services that enhance taxpayer
convenience.
iii. Customs and Border Services: Comprehensive import/export facilitation including
duty assessment, customs clearance, trade compliance monitoring, and anti-smuggling
operations.
iv. Taxpayer Education Programs: Regular workshops, seminars, and outreach
initiatives designed to improve tax knowledge and promote voluntary compliance
among different taxpayer categories.
v. Investigation and Enforcement: Specialized services targeting tax evasion, fraud
prevention, and ensuring adherence to tax laws through professional investigation
units.
vi. Policy Advisory Services: Expert consultation and recommendations to government
on tax policy development, legislative reforms, and revenue optimization strategies.
vii. Business Analysis and Data Services: Within the customs department, analytical
services that support decision-making through data interpretation, process
improvement recommendations, and performance monitoring.

1.6 Sources of funding for the organization.

URA operates through multiple funding mechanisms that support its mandate:

Government Budget Allocation: Direct funding from the national budget through the
Ministry of Finance, Planning and Economic Development, covering operational expenses,
staff salaries, and infrastructure development.

Retention of Collection Costs: URA retains a percentage of collected revenues to cover

administrative costs, ensuring sustainable operations while maintaining accountability for
efficient resource utilization.

Development Partner Support: International organizations and donor agencies provide

technical assistance, capacity building support, and funding for specific modernization
projects and system upgrades.

4
Revenue from Services: Fees collected from various services provided to taxpayers and
traders, including processing fees, certification services, and specialized consultancy
arrangements.

Infrastructure Development Grants: Targeted funding for technology infrastructure, office

construction, and equipment procurement that enhances service delivery capacity.

These diverse funding sources enable URA to maintain its operations, invest in
modernization, and continuously improve service delivery while fulfilling its critical role in
Uganda's economic development framework.

5
CHAPTER 2: MANAGEMENT OF THE INTERNSHIP EXERCISE/FIELD
ACTIVITY/PROGRAMME.

2.1. The organization and its role.

Uganda Revenue Authority (URA) serves as the central institution responsible for revenue
mobilization in Uganda, operating under the Ministry of Finance, Planning and Economic
Development. The organization plays a crucial role in assessing, collecting, and accounting
for central government tax and non-tax revenues while administering and enforcing relevant
tax laws. URA's mandate extends to providing policy advisory services to the government on
matters relating to all revenue sources, making it a cornerstone of Uganda's fiscal framework.

Within URA's organizational structure, the Information Technology and Innovation

Department (ITID) operates as a critical support unit that ensures technological advancement
and innovation across all revenue collection processes. The department encompasses various
specialized sections including business analysis, which falls under the Enterprise Architecture
Division and focuses on process optimization, stakeholder management, and system
requirement analysis to enhance operational efficiency.

Duties performed by the Intern/student at the time of placement.

During my placement in the business analysis section under the customs department, I was
assigned diverse responsibilities that provided comprehensive exposure to analytical
processes within revenue administration:

Orientation and System Familiarization. I underwent thorough orientation sessions to

understand URA's operational framework and the specific role of business analysis in
supporting customs operations. This included familiarizing myself with organizational
structures, policies, and the hierarchical nature of the business analysis section.

Business Process Documentation and Analysis. I was actively involved in stakeholder

mapping and journey mapping exercises where different processes were thoroughly
documented. This responsibility required me to analyze existing workflows, identify
improvement opportunities, and contribute to process optimization initiatives within the
customs department.

User Requirement Documentation: A significant portion of my duties involved

participating in user requirement specification documentation processes. I worked on

6
capturing user needs accurately and translating them into clear, concise documentation that
could guide system development and enhancement projects.

Customer Journey Mapping: I was tasked with conducting comprehensive customer

journey mapping for monitoring processes within the business analysis section. This
assignment required extensive research, observation, and presentation of findings to officers
and supervisors, demonstrating my understanding of user experience optimization.

Business Process Management Research: I conducted detailed research on business process

management principles and presented my findings to supervisors. This involved
understanding the complete cycle of business processes including design, modeling,
execution, monitoring, and continuous improvement.

System Integration Support: I participated in various system integration projects, including

the integration of the National Drug Authority system (iRIMS) with ASYCUDA World, and
supported testing processes for EFRIS system integration with customs systems.

Standard Operating Procedures Analysis: I studied and analyzed the section's documented
Standard Operating Procedures (SOPs), Service Level Agreements (SLAs), and Operating
Level Agreements, understanding their importance in maintaining consistency, efficiency, and
effective communication within the organization.

2.2. The status and role of the immediate supervisor.

My immediate supervisor, Ms. Grace Diana Atujuna, served as a Business Analysis Officer
within the Information Technology and Innovation Department at URA. She operates under
the Enterprise Architecture Division and reports to the Business Analysis Manager, Mr.
Aubrey Muzoora, who in turn reports to the Business Analysis Supervisor, Ms. Susan
Nakaleya.

Primary Responsibilities of the Supervisor: Ms. Atujuna's role encompassed organizing

section meetings and engagements, managing and documenting business processes, and
specifically handling internship students within the business analysis section. Her expertise in
business process management and stakeholder engagement made her an ideal mentor for
understanding the analytical aspects of customs operations.

Supervisory Functions During Internship:

7
  Task Assignment and Monitoring: She systematically assigned tasks that aligned
with learning objectives while monitoring progress and providing regular feedback on
performance.

 Skills Development: She ensured exposure to various analytical tools and

methodologies used in business analysis, facilitating comprehensive skill
development in process modeling and requirement documentation.

 Mentorship and Guidance: She provided continuous guidance on professional

conduct, analytical thinking, and effective communication within the organizational
context.

 Performance Evaluation: She conducted regular assessments of my work quality,

analytical capabilities, and professional growth throughout the internship period.

2.3. The role of the university supervisor.

The university supervisors played a crucial oversight role in ensuring the internship met
academic objectives and professional development goals. I was assigned two university
supervisors who conducted structured visits during the 5th and 8th weeks of the internship
respectively.

Monitoring and Assessment Functions: The university supervisors were responsible for
monitoring my progress against predetermined objectives, assessing skill development, and
ensuring the internship experience aligned with academic requirements. Their visits involved
comprehensive evaluation of my analytical work, professional growth, and integration within
the organizational structure.

Quality Assurance Role: They ensured that the internship provided meaningful learning
experiences that would enhance my career development in business analysis and related
fields. Their assessments focused on practical application of theoretical knowledge gained
during coursework and the development of professional competencies essential for future
career success.

2.4. Your responsibilities as a student.

As an intern in the business analysis section, I maintained several key responsibilities that
ensured productive engagement and maximum learning benefit:

8
Professional Conduct and Integration. I maintained high standards of professionalism,
punctuality, and adherence to organizational policies. This included respecting confidentiality
requirements, following established procedures, and contributing positively to team dynamics
within the business analysis section.

Active Learning and Skill Development. I took initiative in understanding complex

business processes, asking relevant questions, and seeking clarification on analytical
methodologies. I actively participated in training sessions, workshops, and practical exercises
designed to enhance my analytical capabilities.

Quality Work Delivery. I ensured timely completion of assigned tasks while maintaining
accuracy and attention to detail in all analytical work. This included thorough research,
comprehensive documentation, and effective presentation of findings to supervisors and team
members.

Knowledge Application. I consistently applied theoretical knowledge gained during

academic studies to practical situations, demonstrating the ability to bridge academic learning
with real-world business analysis challenges in the customs environment.

Continuous Improvement. I sought feedback actively, implemented suggestions for

improvement, and maintained a learning-oriented approach throughout the internship. This
included staying updated on best practices in business analysis and contributing innovative
ideas to process improvement initiatives.

Collaboration and Communication: I worked effectively with various officers, managers,

and supervisors across different hierarchical levels, demonstrating strong interpersonal skills
and the ability to communicate analytical findings clearly to diverse audiences within the
customs department and broader URA structure.

9
CHAPTER 3: FINDINGS AND OBSERVATIONS.

3.1 Description of Cases and Activities Assigned;

During my internship in the business analysis section under the customs department at URA,
I was assigned several critical activities that provided comprehensive exposure to analytical
processes and system development within revenue administration.

System Integration Projects. I actively participated in the integration of the National Drug
Authority system (iRIMS) with ASYCUDA World, which involved understanding complex
system architectures and data flow processes. This project required analyzing existing
workflows and documenting integration requirements to ensure seamless data exchange
between systems.

User Requirement Specification Documentation. I was involved in the complete URS

documentation process, from receipt of requests by the Assistant Commissioner for
Enterprise Architecture to final submission to the software development team. This activity
required translating business needs into technical specifications and ensuring all stakeholder
requirements were accurately captured.

Customer Journey Mapping. I conducted comprehensive customer journey mapping for the
process-design process within the business analysis section. This involved identifying process
stakeholders, documenting inputs and outputs, analyzing gaps, and proposing solutions for
process improvement.

Business Process Analysis. I participated in stakeholder mapping exercises and process

documentation activities, where I analyzed existing customs processes and identified
opportunities for optimization using standard business analysis methodologies.

System Testing and Validation. I contributed to testing processes for the EFRIS system
integration with ASYCUDA World, which enabled automatic Electronic Fiscal Receipting
and Invoicing Solution clearance for imports and exports.

3.2 Experience, knowledge and skills gained

Business Analysis Expertise. I gained substantial knowledge in business analysis
methodologies by working directly with the Business Analysis Book of Knowledge
(BABOK) and applying its principles to real-world customs processes. This knowledge

10
proved invaluable as business analysis skills are essential for information systems
professionals.

Business Process Modeling Skills. I became proficient in using the Bizagi modeling tool, a
Business Process Management (BPM) software platform that allows organizations to
automate and improve their business processes. The Bizagi modeler enabled me to visually
design and document business processes using the Business Process Model Notation (BPMN)
standard, which is crucial for process optimization in any organization.

Understanding of Systems Architecture. Through my involvement in system integration

projects, I gained deep insights into customs systems including ASYCUDA World, EFRIS,
and iRIMS. I learned about front-end and back-end development using various programming
languages including HTML, TypeScript, JavaScript, and frameworks like Angular and Spring
Boot.

API and REST API Concepts. I developed understanding of Application Programming

Interfaces (APIs) and REST APIs as secure communication protocols that support user
adaptation, customization, efficiency, and automation. This knowledge included working with
HTTP/HTTPS requests, headers, and status codes.

Documentation and Communication Skills. Through regular presentations and

documentation tasks, I significantly improved my ability to communicate technical concepts
to diverse audiences, including presenting to supervisors, colleagues, and senior management
in URA's short tower meeting rooms.

Service Level Agreement Management. I gained comprehensive understanding of URA's

Standard Operating Procedures (SOPs), Service Level Agreements (SLAs), Operating Level
Agreements, and Underpinning Contracts, learning how these frameworks ensure
consistency, efficiency, and effective collaboration within the organization.

Relevancy of the theories learnt during lectures to the field work activities.
The theoretical foundation gained during academic studies proved highly relevant to my
internship activities:

Software Engineering Principles. The software engineering concepts learned in class

directly supported my work in the business analysis section, particularly in understanding
Software Requirements Specification (SRS) and User Requirements Specification (URS)
documentation processes.

11
Systems Analysis and Design. Theoretical knowledge of systems analysis methodologies
provided a strong foundation for understanding business process modeling and stakeholder
analysis activities I performed at URA.

Database Management Concepts. Academic knowledge of database design and

management helped me understand the data flow processes in system integration projects,
particularly the integration between different customs systems.

Communication Theory. Classroom learning on effective communication proved essential

when interacting with various stakeholders across different organizational levels, from
officers to assistant commissioners.

Project Management Principles. Theoretical knowledge of project management helped me

understand the structured approach to system development and implementation processes I
observed and participated in.

3.3. Special personal contribution to the organization.

Process Design Documentation. I successfully completed a comprehensive customer

journey mapping exercise for the process-design process within the Business Analysis-
Customs unit. This documentation included identifying the process name, process owner,
stakeholders, inputs, outputs, existing gaps, and proposed solutions for improvement.

System Integration Support. I contributed to the successful integration testing of the EFRIS
system with ASYCUDA World, helping ensure that user requirements were met and the
integration enabled automatic clearance processes for imports and exports.

Knowledge Transfer. Through my research on business process management and

presentation of findings, I contributed to knowledge sharing within the team, particularly
regarding the five key steps of business processes: design, modelling, execution, monitoring,
and continuous improvement.

3.4. Problems encountered in the field work activity and how they were addressed:

Limited Technical Knowledge in Customs Processes. Initially, I faced challenges

understanding the complex customs procedures and regulations that form the foundation of
business analysis work in this department. I addressed this by dedicating extra time to
studying customs documentation, attending additional briefing sessions, and seeking
guidance from experienced officers like Ms. Grace Diana Atujuna and Mr. Oboth Abel.

12
Adjustment to Professional Environment. Adapting to the formal workplace culture and
maintaining professional standards throughout the 8 AM to 5 PM work schedule required
significant adjustment. I overcame this by developing better time management skills and
establishing consistent daily routines that ensured punctuality and productivity.

Complex System Integration Concepts. Understanding the technical aspects of system

integration between multiple platforms initially proved challenging. I addressed this by
requesting additional explanations from the software development customs team, studying
system documentation, and gradually building my technical vocabulary through practical
exposure.

Balancing Multiple Learning Objectives. Managing various assignments including

research tasks, documentation work, and presentation preparation while maintaining quality
standards was initially overwhelming. I developed prioritization skills and learned to seek
clarification when needed, ensuring that all deliverables met expected standards.

These challenges ultimately contributed to my professional growth and provided valuable

learning experiences that enhanced my analytical capabilities and workplace readiness.

13
CHAPTER 4: CONCLUSIONS AND RECOMMENDATIONS

4.1 My personal assessment of the organization, the Internship exercise and the
suggested way forward for the University.

4.1.1 Personal Assessment of the Organization

Uganda Revenue Authority demonstrated exceptional professionalism and commitment to

excellence throughout my internship experience. The organization's structured approach to
revenue administration and its embrace of technological innovation created an ideal learning
environment for understanding modern tax administration practices.

Organizational Strengths. URA's hierarchical structure provides clear lines of authority and
responsibility, which facilitates effective decision-making and accountability. The
Information Technology and Innovation Department, particularly the business analysis
section under the Enterprise Architecture Division, showcases the organization's commitment
to continuous improvement and process optimization. The integration of various systems like
ASYCUDA World, EFRIS, and iRIMS demonstrates URA's dedication to leveraging
technology for enhanced service delivery.

The organization's emphasis on Standard Operating Procedures (SOPs), Service Level

Agreements (SLAs), and comprehensive documentation ensures consistency and quality in
service delivery. The collaborative environment within the business analysis section
encouraged knowledge sharing and mentorship, which significantly enhanced the learning
experience.

Areas for Improvement. While URA maintains high operational standards, there are
opportunities for enhancement in intern orientation processes. A more comprehensive
technical briefing specific to each department could help interns contribute more effectively
from the early stages of their placement. Additionally, creating structured mentorship
programs could further improve the internship experience and knowledge transfer processes.

The organization could benefit from increased cross-departmental collaboration opportunities

for interns, allowing them to gain broader exposure to URA's diverse functions beyond their
assigned sections.

4.1.2 Assessment of the Internship Exercise

14
The internship program at URA provided invaluable practical experience that bridged the gap
between academic theory and professional practice. The placement in the business analysis
section under the customs department offered comprehensive exposure to analytical
methodologies, system integration processes, and stakeholder management.

Program Strengths. The internship successfully achieved its primary objectives of skill
development and practical application of theoretical knowledge. The hands-on experience
with business process modeling using the Bizagi tool, participation in system integration
projects, and involvement in User Requirement Specification documentation provided
substantial professional development opportunities.

The exposure to real-world challenges in customs administration, including system

integration complexities and stakeholder management, prepared me for future professional
responsibilities. The opportunity to work with experienced professionals like Ms. Grace
Diana Atujuna and Mr. Oboth Abel provided excellent mentorship and guidance throughout
the program.

Learning Outcomes. The internship significantly enhanced my understanding of business

analysis methodologies, process optimization techniques, and technical system integration.
The practical application of BABOK principles and the development of presentation skills
through regular project briefings contributed to substantial professional growth.

Areas for Enhancement. The program could benefit from a more structured technical
orientation specific to customs processes at the beginning of the internship. Additionally,
establishing clearer project timelines and deliverable expectations could help interns better
manage their learning objectives and contribute more effectively to organizational goals.

Creating opportunities for inter-departmental rotations could provide broader exposure to

URA's diverse functions and enhance the overall learning experience.

4.1.3 Suggested Way Forward for the University

Based on my internship experience at URA, I recommend several strategic improvements to

enhance the university's internship program and better prepare students for professional
practice.

Pre-Internship Preparation. Implementing comprehensive pre-internship workshops that

cover professional communication, workplace etiquette, and basic business analysis concepts

15
would significantly improve student readiness. These workshops should include practical
exercises using industry-standard tools like Bizagi for business process modeling.

The university should also provide students with foundational knowledge of Uganda's public
sector structure and the role of key institutions like URA to enhance their contextual
understanding during placements.

Supervision and Assessment. Enhancing the university supervision model to include more
frequent check-ins and structured assessment criteria would improve the quality of internship
experiences. University supervisors should receive training on modern workplace practices
and emerging technologies to better evaluate student progress.

Implementing a structured reflection and portfolio system could help students better
document their learning experiences and professional development throughout the internship
period.

Technology Integration. The university should invest in software tools commonly used in
industry, such as business process modeling platforms, project management systems, and
collaboration tools. This would ensure students are familiar with professional-grade
technology before entering the workplace.

Career Development Support. Establishing a comprehensive career guidance program that

helps students identify suitable internship placements based on their interests and career goals
would improve placement outcomes. This program should include resume writing
workshops, interview preparation, and professional networking opportunities.

Feedback Integration. Creating systematic mechanisms for collecting and integrating

feedback from internship hosts like URA would enable continuous improvement of the
program. This feedback should inform curriculum updates, student preparation activities, and
partnership development strategies.

Alumni Network Development: Developing a strong alumni network that includes

graduates working in organizations like URA could provide ongoing mentorship
opportunities and facilitate knowledge sharing between current students and working
professionals.

16
These recommendations, if implemented, would significantly enhance the quality and
relevance of the university's internship program while better preparing students for successful
careers in information systems and related fields.

APPENDICES: ATTACHMENTS TO THE REPORT

Letter of introduction

To be attached

Time table/ work plan /your daily things to do lists.

Not applicable

Relevant maps.

No relevant maps

17