Evaluation of the Policy and Institutional Implications of Digital Tools in E-Governance Reforms Implementation for Service Delivery in Cross River State Civil Service, Nigeria

Massive advances in information and communication technology have intensified the usage of digital technologies by organizations in the 21st century. This research aims to determine if ICT tools inhibit successful e-governance implementation and service delivery in the Cross River State Civil Service. The study’s theoretical basis was the Unified Theory of Acceptance and Use of Technology (UTAUT). To achieve its goal, the study used a mixed-methods research design. A total of 374 samples were drawn from a population of 1,123. The study’s questionnaire was administered using proportionate and random sampling approaches. An interview with thirteen (13) permanent secretaries of the ministries chosen for the study was also done. A one-way ANOVA was used to examine the quantitative data, while a descriptive evaluation was used to analyze the qualitative data. According to the investigation findings, the insufficiency of ICT tools hampers efficient service delivery in the Cross River State Civil Service. The findings also revealed that the problem of the insufficiency of digital tools is driven by insufficient budgetary availability for ICT financing. The study recommends adequate financing, digital literacy training, and the acquisition of ICT tools to promote successful e-governance implementation and service delivery.