AN ASSESSMENT OF THE IMPACT OF E-GOVERNMENT SERVICES ON PUBLIC SERVICE DELIVERY: A CASE STUDY OF LAGOS STATE CIVIL SERVICE

AN ASSESSMENT OF THE IMPACT OF E-GOVERNMENT SERVICES ON PUBLIC SERVICE DELIVERY: A CASE STUDY OF LAGOS STATE CIVIL SERVICE

CHAPTER ONE: INTRODUCTION

1.1 Background of the Study

The rapid advancement of digital technologies has transformed the way governments interact with citizens and deliver public services. Electronic government (e-government) refers to the use of information and communication technology (ICT), especially the internet, to improve access to government services, enhance transparency, and promote efficient administration (Heeks, 2006). Globally, e-government is seen as a strategic tool to modernize public administration, increase government responsiveness, and reduce bureaucratic inefficiencies. In Nigeria, e-government initiatives have been introduced at various levels of government to address long-standing challenges such as corruption, poor service delivery, and limited access to information (Ayo & Ekong, 2008).

Lagos State, as Nigeria’s commercial hub and one of the most urbanized states, has been at the forefront of implementing digital innovations within its civil service. The state has launched several initiatives including the Lagos State Residents Registration Agency (LASRRA), online tax filing systems, digital land documentation, and online procurement platforms. These services are expected to reduce the delays associated with physical service delivery and improve the overall experience of citizens and civil servants alike (Olatunji, 2020). However, the success and actual impact of these e-government services remain subject to empirical evaluation.

While the promise of e-government is significant, several factors such as digital illiteracy, poor internet infrastructure, resistance to change among civil servants, and cyber insecurity continue to hamper its effectiveness in Nigeria (Ifinedo, 2011). Furthermore, despite the increased deployment of ICT in public institutions, there is limited research on the practical impact of these innovations on service delivery outcomes in specific states, particularly Lagos State, which has a complex and large bureaucratic structure. Understanding how e-government services influence timeliness, transparency, citizen satisfaction, and accountability in service delivery is essential for policy refinement and public sector reform.

This study seeks to assess the impact of e-government services on public service delivery in the Lagos State Civil Service. By examining the implementation, usage, and outcomes of digital public platforms, this research aims to provide evidence-based insights into the effectiveness of ICT adoption in public administration in Nigeria.

1.2 Statement of the Problem

Despite various policy efforts and substantial investments in digital infrastructure, public service delivery in Nigeria continues to suffer from inefficiencies, lack of transparency, corruption, and limited citizen engagement. In Lagos State, although several e-government services have been introduced, public perceptions still indicate issues such as service delays, poor responsiveness, and lack of accountability within civil service institutions. These challenges raise critical questions about the efficacy of e-government initiatives in transforming the public sector.

Many studies on e-government in Nigeria have largely focused on the federal level or treated the subject in broad theoretical terms, without zooming into the operational realities within specific state civil services. There is a notable research gap in evaluating how e-government platforms are used by public servants and citizens in Lagos State and whether these platforms lead to measurable improvements in service delivery. Additionally, questions remain about how user-friendly these platforms are, whether they are accessible to all segments of the population, and the extent to which civil servants are trained and willing to adapt to digital governance models.

This study aims to bridge this knowledge gap by providing a focused assessment of e-government services in the Lagos State Civil Service. It seeks to identify both the achievements and challenges of digital governance, drawing attention to areas that require policy and institutional improvements for enhanced service delivery.

1.3 Objectives of the Study

To evaluate the implementation of e-government services in the Lagos State Civil Service.

To assess the impact of e-government services on the efficiency and responsiveness of public service delivery.

To identify challenges affecting the effective use of e-government platforms by civil servants and citizens.

1.4 Research Questions

How have e-government services been implemented within the Lagos State Civil Service?

What impact do e-government services have on the efficiency and responsiveness of public service delivery in Lagos State?

What are the major challenges facing the use of e-government platforms by civil servants and citizens?

1.5 Research Hypotheses

H₀₁: E-government services have no significant effect on the efficiency of public service delivery in the Lagos State Civil Service.

H₀₂: There is no significant relationship between the use of e-government platforms and citizen satisfaction in Lagos State.

1.6 Significance of the Study

This study is significant for public administrators, policymakers, and ICT planners as it provides empirical evidence on the role of digital governance in improving service delivery. It offers practical insights into how e-government initiatives are perceived and utilized within a complex bureaucratic environment like Lagos State. The findings will help guide future policy reforms aimed at enhancing digital public service, increasing transparency, and improving the efficiency of government institutions. For academics and researchers, the study contributes to the body of literature on digital governance in developing countries and offers a localized case study for future comparative research.

1.7 Scope and Limitation of the Study

This study focuses on selected ministries and agencies within the Lagos State Civil Service that have implemented e-government platforms. It covers the period from 2018 to 2024, during which digital reforms gained momentum in the state. The study is limited by potential challenges such as limited access to internal performance data, reluctance of civil servants to disclose operational issues, and variations in digital infrastructure across different departments.

1.8 Operational Definition of Terms

E-Government Services: Digital platforms and tools used by government institutions to deliver public services, such as online tax portals, digital documentation, and e-procurement systems.

Public Service Delivery: The provision of government services such as health, education, documentation, and administrative support to the public.

Civil Service: The permanent professional branches of a government's administration, excluding military and judicial branches, responsible for implementing policy decisions.

Efficiency: The extent to which public services are delivered in a timely, cost-effective, and user-friendly manner.

1.9 Structure of the Study

This dissertation is structured into five chapters. Chapter One provides an introduction to the study. Chapter Two presents a comprehensive review of related literature and theoretical perspectives. Chapter Three outlines the research methodology used in conducting the study. Chapter Four presents the data analysis and interpretation of findings. Chapter Five offers the summary, conclusion, and policy recommendations based on the results.

 

References

Ayo, C. K., & Ekong, U. O. (2008). The potentials of e-commerce in Nigeria: Challenges and future prospects. Journal of Internet Banking and Commerce, 13(2), 1–11.

Heeks, R. (2006). Implementing and Managing eGovernment: An International Text. London: SAGE Publications.

Ifinedo, P. (2011). Internet/e-business technologies acceptance in Canada's SMEs: An exploratory investigation. Internet Research, 21(3), 255–281.

Olatunji, O. (2020). E-Governance and Public Sector Performance in Nigeria: A Study of Selected Ministries in Lagos State. African Journal of Public Administration, 12(1), 45–62.