Implementation of ICT Policies and Efficiency of E-Service Delivery in Nigeria: Evidence from Abuja

Abstract

Globally, public service delivery is significantly redefined by the accelerated evolution of Information and Communication Technology (ICT). In Nigeria, over the years successive governments have attempted to transform the public sector into digitalized and paperless institutions through the enactment of series of policies and programmes Successive administrations in Nigeria has enacted a series of ICT-related policies aimed at transforming public service delivery from paper-based, manual processes to digital, electronic systems. This study analyses the influence of the implementation of ICT policies implementation on e-service delivery in Abuja. The study used quantitative survey design, it sampled 217 respondents using purposive sampling technique. It used a structured questionnaire administered across the 6 local government areas in Abuja. It investigated 2 hypotheses: i. There is no effect of ICT policy implementation on efficiency of e-service delivery in public sector ii. There is no effect of ICT policy implementation on citizen satisfaction with government e-services. Descriptive statistics, one-sample t-tests, and Pearson correlation analyses were conducted. Results revealed that ICT policy implementation positively and significantly influences e-service efficiency (M = 3.35, t = 8.748, p < .001) and citizen satisfaction (M = 3.55, t = 15.376, p < .001). A moderate positive relationship was found between policy-driven e-service efficiency and citizen satisfaction (r = 0.312, p < .001).The 2 null hypotheses were rejected. Persistent obstacles to effective government e-service delivery include corruption, inadequate/lack of infrastructure and poor policy implementation consistently hinder the effectiveness of these policies. The study recommends stronger enforcement, monitoring and evaluation of digital economy policies, infrastructure investment, and digital literacy campaigns to enhance government e-service delivery in Abuja and across Nigeria.