E-Governance and Public Service Delivery in Selected Federal Government Agencies in Nigeria

This study examined the relationship between e-governance and public service delivery in selected Federal Government agencies in Nigeria, with particular focus on the Federal Inland Revenue Service (FIRS), Nigeria Customs Service (NCS), Nigeria Immigration Service (NIS), and the National Identity Management Commission (NIMC). The study investigated the influence of electronic service delivery, digital transparency, electronic accountability mechanisms, and citizen digital participation on public service delivery. A descriptive survey research design was adopted, and data were collected through a standardized questionnaire administered to employees of the selected agencies. Out of 400 questionnaires distributed, 384 valid responses were analyzed with descriptive statistics and multiple regression analysis with the aid of SPSS version 29. The findings showed that all four dimensions of e-governance significantly and positively impacted public service delivery. Electronic service delivery emerged as the strongest predictor of service effectiveness and responsiveness. In contrast, digital transparency, electronic accountability mechanisms, and citizen digital participation also substantially contributed to boosting accessibility, accountability, and end-user satisfaction. The study concluded that effective implementation of e-governance initiatives boosts public service delivery in Federal Government agencies in Nigeria. It recommended increased investment in digital infrastructure, strengthened transparency and accountability systems, improved employee digital capacity, and greater citizen engagement through responsive digital applications.