DIGITAL TRANSFORMATION AND SERVICE DELIVERY IN THE NIGERIA IMMIGRATION SERVICE, from 2015 to 2024

This study examined the impact of digital transformation on service delivery in the Nigerian Immigration Service (NIS) from 2015 to 2024. It focuses on key initiatives such as the e-passport system, online visa-on-arrival platform, and the Modernizing Nigeria Immigration Service Workforce (MoNIS) project. The Technology Acceptance Model (TAM) and New Public Management (NPM) theories were adopted to guide the discussion. Through a mixed-methods approach, quantitative data from 120 citizen surveys and qualitative data from semi-structured interviews with 25 NIS employees in Abuja and environs were collected. The result revealed that digital initiatives moderately improved service delivery efficiency with perceived usefulness significantly reducing processing times (β = 0.42, p < 0.01) in support of H1, while perceived ease of use positively influenced user satisfaction (β = 0.38, p < 0.05) to confirm H2, and digital infrastructure quality had a moderate effect on adoption rates (β = 0.29, p < 0.05) to partially support H3, with urban passport issuance averaging 14 days compared to 21 days in rural areas and overall citizen satisfaction at 65%, and although qualitative themes highlighted efficiency gains from biometric automation and e-learning platforms, persistent barriers including unreliable internet and power supply affecting 70% of employees, inadequate training, and low digital literacy at 55% continued to constrain progress. The study concludes that while digital transformation has advanced NIS service delivery, it remains hampered by the digital divide and infrastructure gaps. Accordingly, the study recommends that the Federal Government and NIS prioritize broadband expansion and reliable power supply in rural areas, implement mandatory digital literacy programs for both staff and citizens in partnership with NITDA, upgrade NIS platforms for seamless system integration with offline capabilities drawing from India's modular Digital Public Infrastructure approach