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.
Highlights
The use of e-governance among many countries of the world is premised on its perceived capabilities to facilitate efficient service delivery to the public
The realisation of the potential of information and communication technology (ICT) and, by extension, e-governance towards empowering the citizenry and improving public service delivery in this digital age led to the formulation of the national policy on information technology in 2001 by the General Olusegun Obasanjo-led Federal Government of Nigeria (Awoleye 2008)
This study is aimed at assessing e-governance and public service delivery using the Joint Admission and Matriculation Board (JAMB) as a case study
Summary
The use of e-governance among many countries of the world is premised on its perceived capabilities to facilitate efficient service delivery to the public. As a sequel to the above, a formal focus on e-governance as a means of improving public service delivery could be said to have existed for at least one and a half decades and its appraisal is necessary with a view to understanding its impact on public service delivery in the country. The printing of examination slips, the checking of results that often involved long distance travelling with its associated risks, checking of admission status and printing of admission letters can be done in the confines of a candidate’s room on the JAMB portal This eliminates unnecessary travelling, queuing and exposure of adolescents that dominate candidacy of JAMB examination to undue risks.
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