ASSESSING THE IMPACT OF e-GOVERNANCE POLICY AND CITIZEN ENGAGEMENT ON SERVICE DELIVERY IN NASSARAWA STATE

Abstract

This study investigated the impact of e-government services in Nasarawa State, Nigeria, focusing on the challenges that hindered effective deployment and the opportunities for enhancing these digital initiatives. Guided by Social Capital Theory and the Technology Acceptance Model (TAM), this research adopted a mixed-methods approach, employing both quantitative surveys and qualitative Key Informant Interviews (KIIs). A total of 220 respondents were distributed, 212 were returned and analysed achieving a response rate of 96.4%, and 10 KIIs were conducted with key stakeholders. The findings revealed significant levels of e-government adoption, with the majority of respondents reporting daily or weekly use. However, challenges such as inadequate infrastructure, cyber-security concerns, and the complexity of user interfaces were identified as major barriers. The study concluded that addressing these challenges through infrastructure improvement, policy strengthening, and user-centric design would be crucial for advancing e-government in Nasarawa State. The unique contribution of this study lay in its detailed examination of the infrastructural, cybersecurity, and user interface barriers that limited e-government adoption, particularly in a developing country context. By offering actionable recommendations—such as enhancing digital literacy, strengthening cybersecurity measures, and designing more user-friendly platforms—this research provided practical solutions aimed at improving digital governance and fostering greater citizen engagement in Nasarawa State. The findings have significant implications for policymakers and stakeholders involved in the digital transformation of public services, offering insights applicable not only in Nigeria but also in other regions facing similar challenges.