African Journal of
Political Science and International Relations

  • Abbreviation: Afr. J. Pol. Sci. Int. Relat.
  • Language: English
  • ISSN: 1996-0832
  • DOI: 10.5897/AJPSIR
  • Start Year: 2007
  • Published Articles: 366

Article in Press

Electronic government (e-government) and public service delivery in Nigeria: A web index analysis

Afees Olumide Hassan

  •  Received: 02 November 2016
  •  Accepted: 24 April 2017
The use of information and communication technology (ICT) to provide public services had rapidly been on the increase. The world had witnessed a sharp rise in the number of countries using electronic government (e-Government) to provide public services online, especially through one-stop-platforms. This study examined online public service delivery in Nigeria, using web measurement approach. Seven (7) Federal Ministries, in addition to the National Service Portal, were purposively selected for assessment. Web measurement was used to examine various features made available on the websites of the ministries, and their level of functioning. The website of the Ministries and the National Service Portal (services.gov.ng) were assessed in line with CPP–BU e-government ranking series, blended with UN–DESA’s 5-stage web maturity model, namely; emerging, enhanced, interactive, transactional and connected stages. The study found that electronic service delivery by the ministries had not significantly gone beyond emerging stage. The study was however quick to single out the National Service Portal, which had gone beyond this level as it was found to be highly interactive and transactional. Using t-test with a test value of 70, a t obtained of -2.650 with 27 degrees of freedom was significant at 95% confidence level. On the 28 indices assessed, performance was specifically lower, at an average of -19.93, than the set standard. This therefore implied that the performance of the Federal Government of Nigeria in electronic service delivery was significantly lower than standard. The findings aligned with the UN e-government survey (2016) report, in which Nigeria had an online service delivery index of 0.41304, which was below global average. In the overall analysis, the paper submitted that performance in electronic service delivery in Nigeria was below global average, however, steady improvements were noticed.

Keywords: e-Government, service delivery, web index, e-readiness