Transforming Public Service Delivery from the line to online in Nigeria: Leveraging on ICT Tools

Abstract

This paper examined e-public service delivery implementation and effectiveness in Nigeria. Aside the secondary data adopted from the United Nation e-Government Survey 2020, primary data was gathered through a descriptive research design that involved a systematic collection, presentation, and analysis of data sourced with an online survey (Google Form). The population for this study was infinite, comprising the users of government e-public services of eight (8) purposively selected Federal Agencies in Nigeria. The agencies were; the CAC, NCS, FIRS, FRSC, NAFDAC, NIS, NIMC and NYSC. Their selection is based on the ground that they constitute the foremost online public service delivery agencies in Nigeria. The survey was made available online to respondents for a period of four (4) weeks. Data collected was analysed with descriptive statistics. The study found that e-public service delivery implementation in Nigeria has recorded a significant progress in ensuring safety, privacy, convenience, timely response and cost reduction. The paper thus concluded that e-government project in Nigeria is effective but a sophisticated digital firewall to prevent data hacking or theft is needed. A reliable web security and maintenance firm can assist the government in this regard.

Keywords

• public service
• e-government
• ict
• service transformation
• service delivery