E-GOVERNMENT IMPLEMENTATION AND ITS IMPACT ON PUBLIC SERVICE DELIVERY: CHALLENGES AND OPPORTUNITIES

This research investigates the implementation of e-government initiatives and their impact on public service delivery, with a focus on assessing challenges, identifying opportunities, and evaluating effectiveness. A mixed-methods approach was employed, including the distribution of 350 electronic questionnaires and virtual interviews with selected participants. A total of 302 responses were received, providing insights into the perceptions and experiences of stakeholders involved in e-government implementation. The findings reveal significant challenges, including organizational resistance, technological barriers, and cybersecurity threats, which hinder the successful adoption and integration of e-government solutions. Despite these challenges, participants identified opportunities for enhancing e-government implementation, such as streamlining processes, enhancing accessibility, and promoting data-driven decision-making. The research also highlights the positive impact of e-government on various aspects of public service delivery, including service accessibility, responsiveness, efficiency, and citizen satisfaction, albeit with some variability in responses. Future research should focus on exploring strategies for addressing identified challenges, further investigating the effectiveness of e-government initiatives in diverse contexts, and examining the long-term impacts of digital governance on public administration and citizen engagement.