Enhancing service delivery in Joint Admission and Matriculation Board (JAMB) Nigeria: The imperative of e-governance

Abstract

Background: Public service delivery in Nigeria is characterised by inefficiency. To address this administrative imbalance, various government organisations in Nigeria adopted e-governance to improve performance and service delivery. Aim: The study examined the impact of e-governance on service delivery using Joint Admission and Matriculation Board (JAMB) South East Nigeria as the case study. Setting: Five states of the South East of Nigeria were studied. Methods: Descriptive research typology was adopted. Focus group discussion, questionnaire and face-to-face interview were the major tools used for data collection. Statistical tools such as frequency tables and correlation coefficient test were used in data analysis and test of hypotheses. Results: The correlation coefficient test revealed, among others, that e-governance indicators have significant effect on service culture in JAMB. There is also significant relationship between e-governance and service quality in JAMB. In light of these findings, major recommendations were proffered, some of which are that public sector agencies should as a matter of policy develop a positive service culture and set up e-governance implementation committees that will work out modalities for effective implementation of the concept with performance evaluation. Conclusion: JAMB and other public agencies should avail themselves of the windows of opportunities that e-governance provides.

Keywords

• e-governance
• service quality
• bureaucratic bottleneck
• policy