ENHANCING PUBLIC SERVICE DELIVERY THROUGH DIGITAL GOVERNANCE IN NIGERIA: A CRITICAL ANALYSIS OF OPPORTUNITIES AND CHALLENGES

Abstract

The integration of digital technologies into public administration, commonly termed digital governance, represents a paradigm shift in how governments interact with citizens and deliver services. Nigeria, with its vast population and burgeoning digital landscape, has embarked on an ambitious journey to harness this potential through initiatives like the National Digital Economy Policy and Strategy (NDEPS) 2020-2030. This paper provides a critical analysis of Nigeria’s digital governance landscape, evaluating its impact on public service delivery. Employing a mixed-methods approach that synthesizes quantitative survey data from public servants with qualitative document analysis, the study assesses the efficacy of current implementations. Findings indicate a strong perceived positive correlation between digital governance adoption and improvements in transparency (80%), accountability (75%), and citizen engagement (85%). However, significant impediments persist, including critical infrastructure deficits, a pronounced digital literacy gap, and fragmented policy frameworks. This paper argues that while the foundational policy vision is sound, its execution is hampered by systemic challenges. By applying theoretical frameworks like the Unified Theory of Acceptance and Use of Technology (UTAUT), the study offers evidence-based recommendations. These include strategic infrastructure investment, robust capacity-building programs, holistic policy harmonization, and innovative public-private partnerships. The research concludes that a concerted, multi-stakeholder approach is essential for Nigeria to realize the transformative potential of digital governance and achieve equitable, efficient, and transparent public service delivery.