Submit your papersSubmit Now
For Enquiries: [email protected]
IIARD LogoIIARD

Assessment of E-Government Service Delivery and its Impact on Organizational Performance: Evidence from the Nigeria Immigration Service, Adamawa State Command

Lawan Titus Cosmas, Haruna Abdulkarim PhD

Abstract

This study examined the assessment of e-government service delivery and its impact on organizational performance in the Nigeria Immigration Service, Adamawa State Command. The study was motivated by the increasing adoption of information and communication technology in public sector administration aimed at improving efficiency, transparency, accountability, and quality of service delivery. Specifically, the study investigated the extent of e-government implementation, its effect on organizational efficiency and customer satisfaction, as well as the challenges affecting its effective operation within the Nigeria Immigration Service. A descriptive survey research design was adopted for the study. Data were collected from staff and service users of the Nigeria Immigration Service, Adamawa State Command, using structured questionnaires and relevant documentary sources. The collected data were analyzed using descriptive statistical tools such as frequency distribution, percentages, and mean scores. The study was anchored on the Technology Acceptance Model , which explains users’ acceptance and utilization of technological innovations based on perceived usefulness and ease of use. The findings revealed that e-government service delivery has significantly improved organizational performance by reducing delays in service processing, enhancing record management, improving communication, and increasing customer satisfaction. The study also identified major challenges hindering effective implementation, including inadequate ICT infrastructure, unstable internet connectivity, insufficient staff training, poor power supply, and cybersecurity concerns. The study concluded that e-government positively influences service delivery and organizational effectiveness in the Nigeria Immigration Service. It recommended increased government investment in ICT infrastructure, continuous capacity-building programs for staff, improved network systems, and stronger cybersecurity measures to enhance effective e-government implementation in public institutions. jpaswr

Keywords

E-GovernmentService DeliveryOrganizational PerformanceNigeria Immigration ServiceAdamawa StatePublic Administration.

References

Abasilim, U. D., & Edet, L. I. (2015). E-government and its implementation challenges in the Nigerian public service. Acta Universitatis Danubius: Administratio, 7(1), 30–42. Abdulkareem, A. K. (2015). Challenges of e-government implementation in the Nigerian public service. Journal of Public Administration and Policy Research, 7(5), 90–96. Adedire, S. A. (2016). ICT and public service delivery in Nigeria: Challenges and prospects. International Journal of Advanced Research in Public Policy, Social Development and Enterprise Studies, 1(1), 45–58. Adeleye, O. A., Ogunwale, B. O., Adebayo, M. A., & Hassan, T. A. (2024). Digital governance and public sector performance in Nigeria. African Journal of Public Administration and Management, 9(2), 115–130. Ayo, C. K. (2014). Information and communication technology as a lever for enhanced public sector performance in Nigeria. International Journal of Advanced Research in Computer Science and Software Engineering, 4(1), 1–8. Ayo, C. K., Adewoye, J. O., & Oni, A. A. (2011). Business-to-consumer e-commerce in Nigeria: Prospects and challenges. African Journal of Business Management, 5(13), 5109–5117. Bagozzi, R. P. (2007). The legacy of the Technology Acceptance Model and a proposal for a paradigm shift. Journal of the Association for Information Systems, 8(4), 244–254. Bwalya, K. J., & Healy, M. (2010). Harnessing e-government adoption in the SADC region. Electronic Journal of E-Government, 8(1), 23–32. Chuttur, M. (2009). Overview of the Technology Acceptance Model: Origins, developments and future directions. Indiana University, USA. Davis, F. D. (1989). Perceived usefulness, perceived ease of use, and user acceptance of information technology. MIS Quarterly, 13(3), 319–340. Davis, F. D., Bagozzi, R. P., & Warshaw, P. R. (1989). User acceptance of computer technology: A comparison of two theoretical models. Management Science, 35(8), 982–1003. Fang, Z. (2002). “E-Government in Digital Era: Concept, Practice and Development.” International Journal of Computer Science Issues, 10(2), 1–22. Gil-Garcia, J. R. (2012). Enacting electronic government success: An integrative study of government-wide websites, organizational capabilities, and institutions. Springer. Heeks, R. (2002). E-government in Africa: Promise and practice. Information Polity, 7(2–3), 97– 114. Heeks, R. (2006). Implementing and managing e-government: An international text. London: SAGE Publications. Laudon, K. C., & Laudon, J. P. (2018). Management information systems: Managing the digital firm (15th ed.). Pearson Education. Layne, K., & Lee, J. (2001). Developing fully functional e-government: A four-stage model. Government Information Quarterly, 18(2), 122–136. Moon, M. J. (2002). The evolution of e‐government among municipalities: Rhetoric or reality? Public Administration Review, 62(4), 424–433. Ndou, V. (2004). “E-Government for Developing Countries.” Electronic Journal of Information Systems in Developing Countries, 18(1), 1–24. Ndou, V. (2004). E-government for developing countries: Opportunities and challenges. The Electronic Journal of Information Systems in Developing Countries, 18(1), 1–24. jpaswr Nigeria Immigration Service (2023). Official report and administrative records. Abuja: Federal Ministry of Interior. Nigeria Immigration Service Annual Report (2023). Oghuvbu, E. P., Gberevbie, D. E., & Oni, A. A. (2022). E-governance and service delivery in Nigerian public institutions. Global Journal of Political Science and Administration, 10(3), 15–29. Ojo, A., Janowski, T., & Estevez, E. (2011). Determinants of e-government adoption in developing countries. Information Polity, 16(3), 195–213. United Nations (2022). United Nations E-Government Survey 2022: The future of digital government. New York: United Nations Department of Economic and Social Affairs. United Nations (2022). E-Government Survey Report. New York: United Nations. United Nations (2022). United Nations E-Government Survey 2022: The Future of Digital Government. New York: United Nations. Venkatesh, V., & Davis, F. D. (2000). A theoretical extension of the Technology Acceptance Model: Four longitudinal field studies. Management Science, 46(2), 186–204. West, D. M. (2005). Digital government: Technology and public sector performance. Princeton University Press. World Bank (2021). Digital government and development: Improving public sector efficiency. Washington, DC: World Bank Group. Yusuf, M., & Afolabi, A. (2017). “E-Government and Service Delivery in Nigeria.” Journal of Public Administration, 5(2), 45–60.