E-GOVERNANCE REGIME AND IMPROVED PUBLIC SERVICE PERFORMANCE IN SELECTED MINISTRIES IN DELTA AND EDO STATES

Abstract

This study examined the influence of e-governance on public service performance in selected ministries across Delta and Edo States, Nigeria. With the increasing demand for effective, transparent, and efficient public service delivery, e-governance has emerged as a vital tool for transforming administrative processes and enhancing the quality of government services. The study focused on evaluating how the implementation of e-governance impacts service efficiency, effectiveness, and transparency within the selected ministries. A cross-sectional research design was adopted, and a structured questionnaire was used to gather data from a sample of 287 staff members in selected ministries. The study was anchored on the technology acceptance model (TAM) as its theoretical framework. The model provides a comprehensive framework for understanding that users' behavioral intention to adopt a technology is influenced by their perceptions of its usefulness and ease of use. Correlation and multiple regression analyses were employed to test the hypotheses with the aid of the Statistical Package for Social Science (SPSS) version 23. Findings revealed that e-governance implementation exerts a significant and positive influence on efficient service delivery, significantly contributes to the effectiveness of public services by improving responsiveness to citizens’ needs and facilitating timely service delivery, and has played a crucial role in promoting transparency and accountability by making government activities more visible and accessible to the public, thereby reducing opportunities for corruption and increasing trust in public institutions. The study concluded that the introduction of digital technologies has significantly modernized government operations, ensuring more efficient, responsive, and accountable services. As such, e-governance emerges as an essential tool for enhancing the quality of public service delivery, fostering good governance, and promoting a more open and participatory relationship between the government and its citizens. The study recommended, among others, that the Governments of Delta and Edo States should strengthen the digital infrastructure in ministries by ensuring reliable internet access, updated software, and modern ICT tools to support efficient e-governance implementation. This study contributes to the growing body of knowledge on digital governance and offers practical insights for policymakers and administrators in the Nigerian public sector.