E-Administration and Service Delivery in Nigeria’s State Civil Service: A Study of Selected Ministries in Akwa Ibom State

Glory E. Ndaeyo & Edet J. Tom

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Abstract

The paper examined the implementation of e-administration in Akwa Ibom State Civil Service and its impact on public service delivery and governance. While there are significant achievements at the federal level of Nigeria, the implementation of digital systems at the state level still faces a lot of challenges, including inadequate ICT infrastructure, low digital literacy, unreliable electricity and resistance to change. These limitations contribute to administrative inefficiency, poor record-keeping, delays in service delivery, and loss of public trust. The study is based on Modernisation Theory, which focuses on the implementation of the Electronic Document and Records Management System (EDRSMS) and Human Resource Management System (HRMS) as tools for technological integration, institutional reform and human capital development. Using a mixed-methods approach, data were collected from 330 civil servants of various ministries and analysed with descriptive statistics and Chi-square. The results indicated that there is no significant improvement in records management and human resource operations in both systems, as indicated by the negative correlation, which showed stagnation. This is because of a lack of staff training, technical support, digital resistance and infrastructural challenges such as poor electricity and internet connectivity. The study concluded that although e-administration can help to facilitate the smooth running of administration and enhance governance, the existing e-administration in Akwa Ibom State still has a long way to go. The paper recommended interventions like capacity building, infrastructure development, and policy support to fully harness the potential of e-administration for improved governance outcomes in Akwa Ibom State.

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