ASSESING THE IMPACT OF E-GOVERNMENT INITIATIVES ON SERVICE DELIVERY IN KONDUGA LOCAL GOVERNMENT ADMINIRATRATIONS

ABSTRACT This study examined the impact of e-government on service delivery within Konduga Metropolitan Council of Borno State, Nigeria. The study adopted a quantitative research approach using a descriptive survey design. The population comprised all administrative and service delivery staff of the Council, estimated at 150 employees. Using Yamane’s (1967) formula, a sample size of 109 respondents was selected through a stratified random sampling technique across six key departments. Data were collected using a structured questionnaire and analyzed using simple percentage methods, with results presented in tables. The findings revealed that a high proportion of staff (78%) are aware of e-government systems in the Council. The study also found that e-government has significantly improved administrative efficiency, with 78% of respondents confirming faster service delivery, better workflow coordination, and improved task accuracy. Furthermore, 78.9% of the respondents agreed that e-government has enhanced transparency and accountability by reducing human interference in administrative processes. Despite these positive outcomes, the study identified major challenges affecting effective implementation of e-government, including poor internet connectivity, inadequate ICT tools, insufficient staff training, and unstable power supply. The study further revealed that 76.1% of respondents agreed that e-government has positively influenced staff productivity and overall service delivery performance. Based on these findings, the study concludes that e-government plays a vital role in improving efficiency, transparency, and productivity in local government administration. It therefore recommends improved ICT infrastructure, regular staff training, and stable power supply to ensure the full realization of the benefits of digital governance at the grassroots level.