Project – The impact of E-governance on public service delivery. A study of Ikeja local government Area, Lagos state Nigeria.

ABSTRACT

The study examined the impact of E- governance on public service delivery. A study of Ikeja local government Area, Lagos state Nigeria. Our objectives were used in the study, namely: to examine the extent to which E-governance has influenced public service delivery in Lagos State; to identify the specific areas of public service that have been most impacted by the implementation of E-governance in Lagos State; to assess the level of public satisfaction with the services provided through E-governance; and to evaluate the challenges and limitations faced in the implementation of E-governance in the public service delivery. The research design used is a descriptive survey design. A simple random sampling was adopted for the study. To select the needed samples for this study, the researcher used a total number of one hundred (100) staff of Ikeja local government Area, Lagos state Nigeria”. The study concluded that E-governance has influence on public service delivery in Lagos State. The study recommends that the Lagos State government should continue to invest in E-governance infrastructure.

CHAPTER ONE

INTRODUCTION

• Background of the Study

E-governance, or electronic governance, has been a significant factor in transforming public service delivery in Lagos State. It refers to the use of information and communication technologies (ICTs) by government agencies to enhance the range and quality of information and services provided to citizens, businesses, and other government agencies (Bwalya & Mutula, 2014). In Lagos State, the adoption of e-governance has been instrumental in improving transparency, efficiency, and effectiveness in public service delivery.

One of the key impacts of e-governance in Lagos State is the enhancement of transparency and accountability in public service delivery. Through e-governance platforms, citizens can access information about government activities and services, thereby promoting transparency (Ojuloge, 2015). Moreover, e-governance has enabled the tracking of public service delivery, which has improved accountability. For instance, the Lagos State Government has implemented an e-procurement system that allows for the tracking of procurement processes, thereby reducing corruption and promoting accountability (Ojuloge, 2015).

E-governance has also improved the efficiency of public service delivery in Lagos State. Through the use of ICTs, government agencies have been able to automate and streamline their processes, thereby reducing the time and resources required to deliver services (Bwalya & Mutula, 2014). For example, the Lagos State Internal Revenue Service has implemented an e-tax system that has significantly reduced the time required for tax processing and collection (Ojuloge, 2015).

Furthermore, e-governance has enhanced the effectiveness of public service delivery in Lagos State. By providing online platforms for service delivery, government agencies have been able to reach a wider audience and provide services more effectively. For instance, the Lagos State Government has implemented an e-learning platform that has improved the delivery of education services in the state (Ojuloge, 2015).

However, despite the positive impacts of e-governance on public service delivery in Lagos State, there are still challenges that need to be addressed. These include the lack of ICT infrastructure, low levels of ICT literacy among citizens, and issues related to data privacy and security (Bwalya & Mutula, 2014). Therefore, for e-governance to fully realize its potential in improving public service delivery in Lagos State, these challenges need to be addressed.

E-governance has had a significant impact on public service delivery in Lagos State. It has enhanced transparency, efficiency, and effectiveness in public service delivery. However, there are still challenges that need to be addressed for e-governance to fully realize its potential. Future research should focus on addressing these challenges and exploring ways to further enhance the impact of e-governance on public service delivery in Lagos State.

1.2. Statement of the Problem

The problem of inefficient public service delivery in Lagos State has been a persistent issue, affecting the quality of life of its residents and hindering economic growth. The introduction of E-governance, which refers to the use of information and communication technologies (ICT) to improve the efficiency and effectiveness of service delivery in the public sector, has been proposed as a potential solution to this problem (Ojo, 2014). However, the impact of E-governance on public service delivery in Lagos State remains unclear and under-researched.

The lack of comprehensive studies on this topic is a significant problem, as it hinders the development of effective strategies and policies for improving public service delivery through E-governance. There is a need for empirical research to assess the impact of E-governance initiatives on the efficiency, effectiveness, and quality of public services in Lagos State (Adejuwon, 2017).

Furthermore, there is a problem of limited understanding of the specific challenges and opportunities associated with implementing E-governance in Lagos State. This includes issues related to infrastructure, human capacity, and institutional frameworks (Oyedemi, 2016). Without a clear understanding of these factors, it is difficult to design and implement E-governance initiatives that are tailored to the specific context of Lagos State.

Another problem is the lack of public awareness and understanding of E-governance and its potential benefits. This can lead to resistance to change and low uptake of E-governance services, undermining their potential impact on public service delivery (Oyedemi, 2016).

Lastly, there is a problem of limited access to ICT in some areas of Lagos State, which can exclude certain groups from benefiting from E-governance initiatives. This digital divide can exacerbate existing inequalities in access to public services and needs to be addressed in order to ensure that E-governance contributes to inclusive and equitable public service delivery (Adejuwon, 2017).

The problem of understanding the impact of E-governance on public service delivery in Lagos State is multifaceted, involving issues of research, understanding, awareness, and access. Addressing these problems requires a comprehensive approach that includes empirical research, capacity building, public education, and strategies for bridging the digital divide.

• Aim and Objectives of the Study

The aim of the study is to examine the impact of E- governance on public service delivery. The specific objectives of the study are:

1. To examine the extent to which E-governance has influenced public service delivery in Lagos State.
2. To identify the specific areas of public service that have been most impacted by the implementation of E-governance in Lagos State.
3. To assess the level of public satisfaction with the services provided through E-governance.
4. To evaluate the challenges and limitations faced in the implementation of E-governance in the public service delivery.

1.5. Research Questions

The research questions are buttressed below:

1. To what extent has E-governance influenced public service delivery in Lagos State?
2. Which specific areas of public service have been most impacted by the implementation of E-governance in Lagos State?
3. How satisfied is the public with the services provided through E-governance?
4. What are the challenges and limitations faced in the implementation of E-governance in the public service delivery?

1.5.  Research Hypothesis

The hypothetical statement of the study is buttressed below:

Ho: E-governance has no influence on public service delivery in Lagos State

H1: E-governance has influence on public service delivery in Lagos State

1.6.  Significance of the Study

The significance of studying the impact of E-governance on public service delivery in Lagos State is multi-faceted. Firstly, it provides an understanding of how digital tools and platforms can enhance the efficiency and effectiveness of public service delivery. E-governance, which involves the use of information and communication technologies (ICTs) in the administration of government services, has the potential to streamline processes, reduce bureaucratic red tape, and improve the speed and quality of service delivery.

Secondly, this study can shed light on the extent to which E-governance has been adopted in Lagos State, one of the most populous and economically significant states in Nigeria. By examining the implementation and impact of E-governance initiatives, the study can provide insights into the state’s digital transformation journey. This can serve as a benchmark for other states and regions in Nigeria and Africa at large, particularly those with similar socio-economic and demographic profiles.

Thirdly, the study can identify the challenges and barriers to the effective implementation of E-governance in Lagos State. These could range from infrastructural deficiencies and lack of digital literacy among the populace, to institutional resistance and policy gaps. By identifying these challenges, the study can contribute to the formulation of strategies and interventions to overcome them and enhance the effectiveness of E-governance.

Fourthly, the study can explore the impact of E-governance on citizen engagement and participation in public affairs. E-governance platforms can potentially enhance transparency, accountability, and citizen participation by providing platforms for feedback, complaints, and suggestions. The study can therefore contribute to our understanding of the role of digital technologies in promoting democratic governance.

Fifthly, the study can examine the implications of E-governance for social equity and inclusion. By making public services more accessible and convenient, E-governance has the potential to reduce social and economic disparities. However, it can also exacerbate these disparities if certain segments of the population are excluded from its benefits due to lack of access to digital technologies. The study can therefore provide insights into the social equity implications of E-governance.

Lastly, the study can contribute to the body of knowledge on E-governance and public service delivery. Despite the growing interest in E-governance, empirical studies on its impact, particularly in the context of developing countries like Nigeria, are relatively scarce. By examining the case of Lagos State, the study can enrich our understanding of the dynamics and outcomes of E-governance in such contexts.

1.7. Scope of the Study

The study examines the impact of E- governance on public service delivery. A study of Ikeja local government Area, Lagos state Nigeria.

1.8. Operational Definition of Terms

1. Impact: In the context of your study, impact refers to the effect or influence that E-governance has on public service delivery. It can be positive, such as improving efficiency, or negative, such as creating barriers for those who lack digital literacy.
2. E-governance: This term refers to the use of information and communication technology (ICT) by government agencies to improve the range and quality of information and services provided to the public. It includes various forms of technology, from websites and email to mobile apps and social media.
3. Public Service: Public service refers to services provided by the government to its citizens, either directly or through the financing of another entity’s provision of services. These services are designed to enhance the quality of life for citizens and improve the functioning of society. Examples include education, health care, and transportation.
4. Delivery: In this context, delivery refers to the way in which public services are provided to citizens. This can include the methods used, the efficiency of service provision, and the quality of the services provided. It’s a broad term that can encompass everything from the physical delivery of goods to the provision of online services.

 

Project – The impact of E-governance on public service delivery. A study of Ikeja local government Area, Lagos state Nigeria.