Examining Platform Governance and User Behaviours in the Adoption of E-Government Services in a Developing Country

Over the past two decades, ICT-driven digital transformation has led Ghana to deploy multiple e-government platforms for utility payments. Despite gains in efficiency and transparency, governance often delegated to private or third-party agencies poses challenges to security, compliance, and user trust. This study investigates how formal, informal, and technological governance mechanisms interact with user behaviors to shape adoption and sustained use of e-government services in Ghana. Using UTAUT and an interpretive case study methodology, we analyze interviews and documents to extend UTAUT by positioning governance as a key moderator and propose practical, adaptive, user-centered control guidelines for resource-constrained contexts.