Research
Electronic Public Service Delivery and Citizens’ Trust in the Nigerian Government
Public service delivery is significant and central to building trust in the government. In the era of the internet, innovations in ICTs have reshaped the mode of interaction between governments and the citizens, thereby affecting the delivery of public services. As ICTs are providing opportunities for effective delivery of public services to the citizens, an expected outcome is an improvement of trust in government by the same citizens, especially in a country like Nigeria with a history of weak citizens’ trust in government. Using an online survey conducted with 13,743 users of electronic public services in Nigeria, the study found that electronic public service delivery had a significant positive effect on public trust in Nigeria. The study recommended the need for improvements in some areas of electronic delivery of public services as a build-up to the observed achievements.
Taking Public Service Delivery in Nigeria Online for Effectiveness and Efficiency: The Users’ Perspective
The ability of a government to ensure an effective and efficient social service delivery is central to good governance. Online platform has become a veritable path to effective and efficient public service delivery globally. The paper investigated the effectiveness and efficiency of online public service delivery in Nigeria from the end-users’ perspective. Using an online survey conducted with online users of services of selected federal agencies in Nigeria, the paper found that online public service delivery in the country was considered effective and efficient, especially when compared with the old physical delivery mode. However, findings further revealed that there was much room for improvement,
