IIARD International Institute of Academic Research and Development

INTERNATIONAL JOURNAL OF SOCIAL SCIENCES AND MANAGEMENT RESEARCH (IJSSMR )

E-ISSN 2545-5303
P-ISSN 2695-2203
VOL. 10 NO. 8 2024
DOI: 10.56201/ijssmr.v10.no8.2024.pg373.385

---

Impact of Digital Tools and Government Initiatives on Citizen Engagement and Service Delivery in Yobe State

Muktari Garba, Hamza Saleh, Mustapha Sheriff

---

Abstract

This study investigates the impact of digital tools and government initiatives on enhancing citizen engagement and improving service delivery in Yobe State. Specifically, the research aims to assess the effectiveness of digital tools in enhancing citizen engagement, evaluate the impact of digital government on service delivery, and identify challenges encountered in the implementation of digital initiatives. A descriptive research design of survey type was adopted for the study, targeting residents from three local government areas representing three zones in Yobe State. The sample size of 370 respondents was drawn using a sample size calculator, with data collected through self-constructed questionnaires administered by the researcher and two research assistants. Data analysis was conducted using frequency count and simple percentages with the aid of Statistical Package for the Social Sciences (SPSS). The findings reveal that the majority of respondents were male, aged 30 to 39, with diverse educational backgrounds, and civil servants constituted a significant portion of the sample. Digital tools significantly improved citizen engagement with government services, particularly through social media platforms, leading to increased satisfaction levels. The implementation of digital initiatives, such as online payment systems and electronic document management systems, resulted in positive changes in the quality, efficiency, and accessibility of government services. However, challenges such as technical issues, lack of digital literacy among citizens, resistance to change among government employees, and insufficient infrastructure were encountered during implementation, highlighting the complexities associated with digital transformation in the public sector. In conclusion, the study underscores the transformative potential of digital tools in enhancing citizen engagement and improving service delivery in government. Recommendatio

keywords:

Digital tools, Government Initiative, E-governance, Citizen engagement, and Service delivery

---

References:

Balta,D., Greger, V., Wolf, P., & Kremer, H. (2015). E-government stakeholders’ analysis and
management based on stakeholders’ interactions and resources dependencies. Proceedings
of the 48th Hawaii International conference on system sciences (HICSS-48) 2456-2465
Chen Y C, Hsieh J, (2009), Advancing e-governance; comparing Taiwan and United State,
public Administration review, 155-157.
Dahiru, K., Yusuf, A. Y., & Yerima, H. M. (2022). Nexus between e-governance and service
delivery in Nigeria: (Assessing the role of stakeholders). 144–152.
Daub, M., Domeyer, A., Lamaa, A. and Renz, F. (2020 July 15). Digital public services: How to
achieve
fast
transformation
at
scale.
McKinsey
&
Company.
https://www.mckinsey.com/industries/public-sector/our-insights/digital-public-services-
how-to-achieve-fast-transformation-at-scale
Hai, T.N., Van, Q.N. & Thi Tuyet, M.N., (2021). Digital transformation: Opportunities and
challenges for leaders in the emerging countries in response to COVID-19
pandemic.Emerging Science Journal, 5, pp.21-36
Laksilu, W., & Blandine, N. (2022). Challenges of Digital Transformation: A case study of the
restaurant. In Department of informatics Master thesis, 30 hp IT Management. UMEA
University.
Maksimenko, I., Vashko, T. & Zdrestova-Zakharenkova, S., (2021). Digital transformation and its
challenges to the strategic management system. In SHS Web of Conferences (Vol. 106).
EDP Sciences.
Nchuchuwe, F. F. & Ojo, A. D. (2016). Interrogating the application of e-governance for service
delivery in the local government of Nigeria: A study of Ojo and Alimosho local government
areas, Lagos state. Covenant University Conference Proceedings on e-Governance in
Nigeria. 268-299
Olatokun, W. M., & B. M., Adebayo. (2012). Assessing e-government implementation in Ekiti
State, Nigeria. Journal of Emerging Trends in Computing and Information Sciences. 3(4),
497–505.
OECD. (2016). Innovating Education and Educating for Innovation: The Power of Digital
Technologies and Skills. https://doi.org/10.1787/9789264265097-en
Sakolkar, P. C. (2023). Impact of Digital Transformation on the Indian Government Regarding
Service Delivery and Citizen Engagement [Novia Univerisity of Applied Sciences, Vaasa].
https://www.theseus.fi/bitstream/handle/10024/804220/Sakolkar_Pratik.pdf?sequence=2
Sedova, B., Ludolph, L., & Talevi, M. (2022). Inequality and security in the aftermath of internal
population displacement shocks?: evidence from Nigeria (No. 10053; Policy Research
Working Paper, Issue May). http://elibrary.worldbank.org/doi/book/10.1596/1813-9450-
10053
Sambamurthy, V., & Zmud, R. W. (2012). Guiding the digital transformation of organizations.
Tallahassee, FL: Legerity Digital Press
Senior, B. & Swailes, S., (2016). Organizational change. 5th ed. United Kingdom: Pearson
Education Limited.
Shahi, & Sinha, M. (2021). Digital transformation: challenges faced by organizations and their
potential solutions. International Journal of Innovation Science, 13(1), 17–33.
UNDP. (2016). Citizen Engagement in Public Service Delivery The Critical Role of Public
Officials. In Global Center for Public Service Excellence (Vol. 11, Issue 3).
http://bit.ly/GCPSEevidence%0A15
Welby, B. (2019). The impact of digital government on citizen well- being (Issue 32).
Westerman, G., Bonnet, D. & McAfee, A.,( 2014). Leading digital: Turning technology into
business transformation. Harvard Business Press.

DOWNLOAD PDF

---

Back