THE EFFECT OF E-GOVERNMENT IMPLEMENTATION ON SERVICE DELIVERY IN ABUJA MUNICIPAL LOCAL GOVERNMENT AREA.pdf

<i>This study examines the impact of e-government implementation on public service delivery within</i><i> </i><i>the Abuja Municipal Area Council (AMAC), Nigeria. E-government, the use of Information and Communication Technologies (ICTS) to enhance public sector operations, is widely promoted for improving efficiency, transparency, and citizen engagement, particularly in developing countries. Using a mixed-methods approach, the study gathered data from 259 respondents through surveys and interviews to evaluate the availability, utilisation, and effectiveness of e-government services in AMAC. Findings indicate that while digital platforms such as e-taxation and online registration services are available, citizen usage remains limited due to infrastructure gaps, low digital literacy, and bureaucratic resistance. The study also reveals a positive relationship between trust in government and levels of e-participation, with social media playing a marginal role in enhancing civic engagement. However, critical challenges, including system overloads, lack of responsiveness, and privacy concerns, undermine trust in digital governance systems. Thematic analysis of qualitative responses highlights both the potential for improved efficiency and the continued reliance on manual processes, which reduces effectiveness. The paper argues that infrastructure investment, capacity-building, and trust-based governance are key to unlocking the benefits of e-government. These findings contribute to the literature on digital governance in sub-Saharan Africa and offer practical policy insights for enhancing public service delivery through ICTS. The study recommends a phased reform strategy that aligns e-government projects with citizen needs, institutional capacities, and inclusive digital policy frameworks.</i>