Assessment of E-Government Service Delivery and its Impact on Organizational Performance: Evidence from the Nigeria Immigration Service, Adamawa State Command

Vollständiger Abstract

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This study examined the assessment of e-government service delivery and its impact on organizational performance in the Nigeria Immigration Service, Adamawa State Command. The study was motivated by the increasing adoption of information and communication technology (ICT) in public sector administration aimed at improving efficiency, transparency, accountability, and quality of service delivery. Specifically, the study investigated the extent of e-government implementation, its effect on organizational efficiency and customer satisfaction, as well as the challenges affecting its effective operation within the Nigeria Immigration Service. A descriptive survey research design was adopted for the study. Data were collected from staff and service users of the Nigeria Immigration Service, Adamawa State Command, using structured questionnaires and relevant documentary sources. The collected data were analyzed using descriptive statistical tools such as frequency distribution, percentages, and mean scores. The study was anchored on the Technology Acceptance Model (TAM), which explains users’ acceptance and utilization of technological innovations based on perceived usefulness and ease of use. The findings revealed that e-government service delivery has significantly improved organizational performance by reducing delays in service processing, enhancing record management, improving communication, and increasing customer satisfaction. The study also identified major challenges hindering effective implementation, including inadequate ICT infrastructure, unstable internet connectivity, insufficient staff training, poor power supply, and cybersecurity concerns. The study concluded that e-government positively influences service delivery and organizational effectiveness in the Nigeria Immigration Service. It recommended increased government investment in ICT infrastructure, continuous capacity-building programs for staff, improved network systems, and stronger cybersecurity measures to enhance effective e-government implementation in public institutions.