E-Government Boosts Service Delivery in Lagos Works Ministry

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LASU Journal of Management Sciences Volume 5, No. 1
176
E-GOVERNMENT AND PUBLIC SERVICE DELIVERY IN LAGOS STATE MINISTRY OF

WORKS AND INFRASTRUCTURE
BY
1
Busayo Qazeem IBIKUNLE; Adeniyi Olamide EWEJE & 3Abiodun Richard, OBISANYA
2
1,2,3**
Department of Public Administration, Faculty of Management Sciences, Lagos State
University, Ojo.
Contacts: 1+2348030734977; 2+2348060846376; 3+2348023448294
Email Address: 1ibikunlebusayo@gmail.com; 2adeniyieweje@gmail.com
ABSTRACT
Public service delivery in Lagos has been described as poor, inefficient and ineffective, inconsistent with
citizen preferences. It is often subject of ridicule because of its rigidity. These problems are mostly due to
lack of accountability, transparency, high cost of administration, wastage and lack of commitment in
making services work for the citizenry. Finding lasting solution to the problem prompted Lagos state
government to implement e-government as a panacea to correct the old ways in delivery of public service
to the people, despite this innovation, delivery of service still remains challenging. Public service
organizations seem not to fare well in the implementation of e-government in their service consequent
upon some challenges faced by the public sector, which if not tackled, will make the adoption of e-
government a mirage. This study therefore examines the effect of E-government on Public Service
delivery in Lagos State Ministry of Works and Infrastructure. It adopts both primary and secondary data.
Data was generated from textbook, journals, articles; newspapers and magazines were used to gather
information. Questionnaire were administered to the ministry of Works and Infrastructure in Lagos state,
100 were retrieved and further analyzed through Pearson Coefficient Correlation. The findings reveal
that e-government has tremendously promoted public service delivery in Lagos; the issue of
unaccountability and lack of transparency in the old system of delivery service have been corrected.
However, the findings revealed that there are still some of the activities of government that are enclosed
to citizen which have hindered them make proper contributions. This study therefore recommends among
others that Lagos state government should carry along the citizens of all his activities so that proper
perusal and opinion will be made on the activities of government in Lagos State.
Keywords: Delivery; E-Government; E-Payment; ICT; Infrastructure; Public Service
1.1. BACKGROUND OF THE STUDY

Public service is a veritable tool for survival of any government setting (Abasilim & Edet, 2015). As
noted by Adegoroye (2015), no nation has been able to advance beyond its public service. The
multidimensional objectives of the public service demand that performance is not only limited to mere
cost-benefit analysis, but also incorporates the essential element of providing values to the citizens
(Gundu, 2016). Therefore the effectiveness and productivity of any government is principally determined
by the efficiency of the public service (Kwaghga, 2010). According to Fatile and Adejuwan (2009), most
countries, particularly developing countries where the private sector is very weak, the public service has
been recognized has pivotal to the economic cum socio-political development of such countries.
(Abasilim & Edet, 2015).
In Nigeria, public service is a product of colonialism, initially established as an instrument for expediently
implementing the administrative structure and activities of the British colonialist for exploitation and
domination (Ajulor, 2015). It has since after the independence in 1960 metamorphosed to a huge and
complex system for harnessing the country‟s resources to facilitate economic development (Inyang,
2008). The role of Nigeria public service among others has been “to carry out the burden of planning and
with the problems of growth and development in order to transform our natural resources into goods and
services that would meet the rising expectations of the people ” (Mamser, 2012).
In spite of the above discussion, one of the major challenges to public service in Nigeria is inability to
deliver efficient services to the people. Public service delivery in Nigeria has been described as poor,
177
inefficient and ineffective, inconsistent with citizen preferences. It is often subject of ridicule because of
its rigidity (Ajulor, 2015). These problems are mostly due to lack of accountability, transparency, high
cost of administration, wastage and lack of commitment in making services work for the citizenry (World
Bank, 2012). Arising from the above, the challenge of service delivery affects all citizens who demand
quality services from public servants. There is no doubt that the challenges and complexities of service
delivery are widening in the Nigerian public sector (Ewuim, Igbokwe-ibeto & Nkomah, 2016).
ICT extends the reach of public services to the remotest areas, and allows information to flow in both
directions. Thus effectively empowering the poor and giving them a voice. Most communities in the
country are isolated and may not be aware of the activities of government. This, no doubt, would have
hamper service delivery on the part of the service providers. But such isolated communities have been
integrated into global economy. It also makes positive impact on growth and development of an
organization, improves the overall performance of government in areas such as health, education,
agriculture etc. Therefore, any public sectors that are able to establish and develop ICT will reap the
benefits of improved services delivery (Brown, 2012).
E-government has been implemented to correct the old way of delivery of services to the people. E-
government came with the use of ICT and E-payment transaction between the citizen and government
with the hope that these will enhance accountability and transparency in delivery of effective and efficient
services to the people of Lagos state. According to Azih & Nwangwu (2015) e-payment is an aspect of
electronic commerce which includes making payment for goods and services through the use of computer
and other information technologies. It is also an electronic form of transferring fund among partners who
have financial relationship. Before the introduction of electronic payment, the payment system in various
ministries and other government establishments were predominantly cash-based. All the financial
involvements and other government activities were carried out using cash which was believed to be
convertible to other forms of value. This was the payment medium in government ministries until recent
time. According to Taiwo, Tajudeen & Ebenezer (2011) e-payment is an act of effecting payment from
one person to another through the use of computer without any manual intervention except imputing the
payment data.
However, this study tends to emphacise whether the use of electronic government in delivering services
to the people of Lagos has met the purpose in which it is introduced. Also whether ICT has promoted the
relationship between government and citizens of Lagos state in terms of efficient service delivery and if
the electronic payment made by the citizens for the service they received has promoted accountability in
Lagos state ministry of works and infrastructure.
1.2. STATEMENT OF THE PROBLEM

Despite the implementation of e-government in Lagos to correct the old ways of delivery of public service
to the people, delivery of service still remains challenging. Public service organizations seem not to fare
well in the implementation of e-government in their service consequent upon some challenges faced by
the public sector, which if not tackled, will make the adoption of e-government a doubt. Some of the
challenges are identified as lack of information technology (IT) infrastructure; challenges of e-payment
transaction between the citizen and government on the service rendered (G2C); epileptic power/electric
supply etc. (Ojo, 2014; Abasilim & Edet, 2015; Gberevbie, Iyoha, Ayo, Abasilim & Ojeka, 2016;
Ogunsola & Tiamiyu, 2017).
In delivering service to the people of Lagos, ICT play major role because it serves as a mean of
information carrier between the government and the people. It is as a third party in which communication
is being reached. It is devastating that ICT hits set back in Lagos. The purpose of ICT for ensuring
effectiveness and efficiency in public service delivery in Nigeria has been doubtful. Although, many
empirical evidences by scholars have proved that the use of E-payment in Lagos state have promoted
accountability and efficiency in service delivery. However, this study is looking at the issue encountered
in the process of electronic payment on the service rendered by government.
The independent power plan which some selected areas benefited from has not existed without its
challenges. It is worrisome to note that the rate at which internet provider charges customers after the
178
fixed and approved charges has not been controlled. When Lagos state government was still operating
manually, in terms of payment for service provided, the charges or bills is fixed and there are no other
charges. However, after the adoption of e-payment, citizens have complained bitterly that after the normal
charges by the service provider, bank will remove its own commission and also quick teller will not
hesitate to remove its own charges as well. At the end of the process the charges realized were exorbitant.
Citizens see this as an advanced extortion which makes many residents to think otherwise (Azih &
Nwangwu 2015).
Many scholars, authors, practitioners, etc. have empirically researched enormously on this related study,
but their focuses varied. Many of the scholars believed that e-government have brought about
effectiveness in service delivery while others argued that e-government is a myth, they argued further that
nothing has changed. They recommended that for Nigerian government to realize effectiveness in service
delivery, he must perfect the bureaucracy. The scholars in this view include; Ojo, (2014); Abasilim &
Edet, (2015); Fatile (2012); Gberevbie, Iyoha, Ayo, Abasilim & Ojeka, (2016); Ogunsola & Tiamiyu,
(2017); Karim (2014); Abasilim; Gberevbie & Ifaloye, (2017); Azih & Nwangwu (2015) etc.
This study looks at some areas which scholars have not been able to touch to know if the ICT introduced
is actually effective or not. It tends to find out whether ICT have improved transparency in public service
delivery in Lagos, and to ascertain the issue in E-payment, if the e-payment have reduced unnecessary
charges and brought about accountability in service delivery in Lagos state Ministry of works and
infrastructure. This is the gap this study tends to fill.
1.3. OBJECTIVES OF THE STUDY
The main objective of this study is to examine the effect of E-government on Public Service Delivery in
Lagos State Ministry of Works and Infrastructure. Other specific objectives are to:
1. Examine the relationship between ICT and Public Service delivery in Lagos State Ministry of
Works and Infrastructure;
2. Evaluate the effect of E-payment on accountability in Lagos State Ministry of Works and
Infrastructure.
3. To ascertain the extent to which e-payment affects accountability in Lagos State.
1.4. RESEARCH QUESTIONS
1. Is there a significant relationship between E-government and Public Service Delivery in Lagos
State Ministry of Works and Infrastructure?
2. To what extent has ICT promote transparency in service delivery in Lagos State Ministry of
Works and Infrastructure?
3. Does E-payment affect accountability in Lagos State Ministry of Works and Infrastructure?
1.5. RESEARCH HYPOTHESES
1. H0: there is significant relationship between E-government and Public Service delivery in Lagos
State Ministry of Works and Infrastructure
2. H0: ICT has no significant influence on transparency in service delivery in Lagos State Ministry
of Works and Infrastructure
3. H0: E-payment does not affect accountability in Lagos State Ministry of Works and Infrastructure
2.0. LITERATURE REVIEW

The review of relevant literature, which is the focus of this section, has been arranged into five sub-
themes for convenience and coherence. The first focuses on the concept of E-government; the second
focuses public service delivery; the third focuses on accountability, transparency and service delivery in
Lagos state ministry of works and infrastructure; the next is gap in empirical and lastly, theoretical
review.
2.1. Concepts of E-government
The Organization for European Cooperation and Development (2016) defines e-government as the use of
information and computer technologies to ensure transparency of government actions, the accessibility of
government services and information, and the responsiveness of government to new ideas, demands and
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rules (Chukwuemeka; Ubochi & Okechukwu, 2017). The World Bank (2010) sees e-government as the
use by government agencies of information technologies that have the ability to transform relations with
citizens, businesses, and other arms of government. Ibidapo-Obe (2013) opines that e-government is the
use of Web 2.0 technologies, both internally (intranet) and externally (internet), to increase collaboration
and transparency and efficiency. Intranet means a computer network-based protocols belonging to an
organization, usually a corporation, accessible only by the organization‟s members, employees or others
with authorization while internet is a global system of interconnected computer networks that use
standard protocol suite to link several billions devices worldwide (Chukwuemeka; Ubochi & Okechukwu,
2017).
Internet is a network that consists of millions of private, public, academic, business and government
networks of local to global scope, linked by a broad array of electronic and optical networking
technologies. In other to ensure proper implementation of e-government platform in an organization, both
intranet and internet technologies are expected to be installed and properly managed in the environment
(Chukwuemeka; Ubochi & Okechukwu, 2017).
2.1.2. Concepts of Public Service Delivery
Public service delivery as a concept has been at the forefront of public sector reforms discourse. It is
associated with new public management (NPM) theory attributed to the works of Pollitt (1990); Hood
(1991); Pollitt & Bouckaert (2004). This places high premium on good governance, technological
innovation and democratization. The theory also focuses on institutional and organizational restructuring
as one of the panaceas of raising the performance of the public sector, which will in turn lead to a better
and improved service delivery (Igbokwe-Ibeto, 2015). According to Oronsaye (2010), public service
delivery can be seen as “the process of meeting the needs of citizens through prompt and efficient
procedures.” This implies that the interaction between government and citizens are such that the needs of
the citizens are met in a timely manner, thereby making the citizens key in public service delivery. The
implication here is that as the private sector considers its customer as „king‟, thereby ensuring quality
service delivery, the public should be regarded as „master‟ and the beneficiary of enhanced performance
of the public service (Aladegbola & Jaiyeola, 2016).
Scholars in this field stress the need for a paradigm shift from the norms of traditional public
administration which places high emphasis on adherence to procedures rather than result orientation
(Pollitt, 1990; Sarker, 2006; Hughes, 2012). Some scholars advocate the borrowing of some of the
guiding principles adopted in private business organizations, which include: “accountability and
transparency, efficiency and effectiveness; reduction of public sector (cost) expenditure; improvement in
resource use through labour discipline; flexibility in decision making; competition in the public sector
through decentralization and emphasis on result and not procedure” (Pollitt and Bouckaert, 2004:66).
2.1.3 Information Communication and Technology (ICT)
Information and Communication Technology (ICT) is a term with different meaning and have been
severally defined in the literature. Some scholars see it as a term that encompasses a lot of activities
involving the acquisition, storage, processing and dissemination of information through
the use of appropriate software and hardware designed facilities for that purpose. For instance, according
to Bature (2007), Information and Communication Technologies are those technologies that provide
access to information through telecommunications. ICT is an integrated system that incorporates the
technology and infrastructure required to store, manipulate, deliver and transmit information, the legal
and economic institutions required to regulate ICT access and usage, and the social and inter-personal
structures which allow information to be shared, facilitate access to the ICT infrastructure, and through
which innovation takes place (Wangwe, 2007). To Olasanmi, Ayoola & Kareem (2012), ICT is seen as
computer systems, telecommunication, networks and multi-media application that enhances knowledge
for the execution of given task which entails skills and processes necessary for carrying out activities in a
given context.
Ducombe & Heeks (2003:67) argue that „‟ICT is an electronic way of information dissemination that
promotes an interaction between providers and users of information through application of information
processing system in the country‟‟ According to him, the input mechanism of its device can assist the
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decision makers to arrive at a decision that can promote interpersonal relationship between the
government and the people. The issue of service delivery is all above the customer service and
effectiveness. Effectiveness in customer service typically refers to „„doing the right things‟‟ and measures
constructs like customer satisfaction on dimensions, such as service quality, speed, timing, and human
interaction. A service is effective whenever its outcomes or accomplishments are of value to its customers
(Ewuim, Igbokwu-Ibeto & Nkomah, 2016).
2.1.4. E-payment
E-payment is an aspect of electronic commerce which includes making payment for goods and services
through the use of computer and other information technologies. It is an electronic form of transferring
fund among partners who have financial relationship. Before the introduction of electronic payment, the
payment system in various ministries and other government establishments were predominantly cash-
based. All the financial involvements and other government activities were carried out using cash which
was believed to be convertible to other forms of value. This was the payment medium in government
ministries until recent time (Azhi & Nwagwu, 2015).
According to Taiwo, Tajudeen & Ebenezer (2011) e-payment is an act of effecting payment from one
person to another through the use of computer without any manual intervention except imputing the
payment data. It includes all the activities involved in making payment to business partners, staff and
other persons with the use of cards, computer, mobile phones and other internet enabled platform. With
the use of various e-payment media, individuals can confidently effect payment for transactions without
carrying cash thereby avoiding the risk of loosing money to criminals, the use of point of sales (POS),
cards and mobile phones in making payment has enabled customers to make payment for goods and
services anywhere and anytime. Customers can now pay for goods, make fund transfer and settle other
debts without any physical contact with the seller. Taiwo, Tajudeen & Ebenezer (2011) posited that
electronic payment was introduced into Nigerian payment system because government was inundated
with allegation of corruption in various government establishments (ministries inclusive). They explained
that e-payment was introduced with the aim of eliminating delay in payment, check corruption and
institutionalize financial probity of government programmes and activities.
2.1.5. An Overview of E-government in Nigeria
The concept of e-government began in the early 1990s which is the use of information technology to
improve governance, promote efficiency and effectiveness in the delivery of public service. The urgent
need to use ICT in the public service was not only necessitated by the needs mentioned above, but also to
change the whole society structure, values, culture and ways of conducting official business. In essence,
to have a rethinking in the whole process of governance. Furthermore, e-government was perceived as a
platform to change the relationship structure between the government and the citizens.
In the year 2000, the Federal Government of Nigeria recognized the need to transform the public service
into the modern day system through the use of information technology (Asogwa, 2012). This was
necessitated by the urgent need to improve public service delivery, ensure transparency, make
government accessible, and ensure that information dissemination to the public is in real time (Obasanjo,
2003). In furtherance to this idea, the National Information Technology policy was introduced in 2000
with the main objective to improve governance in Nigeria. The policy document clearly stated the
intention to make Nigeria an “IT capable country in Africa and a key player in the information society by
the year 2005, using IT [ICT] as the engine of sustainable development and global competitiveness”.
Also, one of the policy‟s 31 objectives is “to improve accessibility to public administration for all
citizens, bringing transparency to government processes” (NITDA, 2007).
Almost six years after the implementation of e-government in Nigeria, a study by Yusuf (2006) found
most federal ministries websites are in the publish stage and a few are at the transact stage. However, in
the private sector, Uwage (2012) noted that they (private sector) kicked-off the e-government initiative at
the same time as the public sector and have excelled to the advanced stage (like re- engineering, and
upgrading its operations to use the advantages of things like cloud computing and nanotechnology). In the
past recent years, the Global ranking of the United Nations among the 192 member states have placed
Nigeria above 100 taking 141st position in 2004, 136th in 2008, dropping to 162nd in 2012 and 141st in
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2014. Based on 2012 United Nations E-government survey, Nigeria is the least developed in e-
government among countries with large population such as Brazil, China, India and Indonesia. More so,
Nigeria is the fourth developed among the 16 West African States rising above Liberia, Niger and
Senegal (United Nations, 2013; 2014) According to Alhabshi (2011) e-government is an essential part of
New Public Management. New Public Management is specifically a strategy of reforming the operations
and service delivery mechanisms of government into a replica of the private sector style of management
which is highly result oriented, innovative and cost effective as against the traditional and old public
administration which is highly bureaucratic and ineffectual in operation and public service delivery.
As it pertains to the advantages of adopting e-government, Ndou (2004) posits that it offers the platform
for which good governance can be assessed. This is because of the transforming virtues that come with it,
especially in the relationship between governments and citizens. He further pointed out that e-governance
adoption has the capacity of increasing the involvement of citizens in governmental processes at all
levels, it can also help in providing better services in terms of the timely manner in which government
services are delivered, thereby making them more efficient, cost effective and encourage accessibility of
government services. Furthermore, Ambali (2013:2) states that e-governance can “facilitate access to
information, contribute to freedom of expression, lead to greater equity, provide efficiency, enhance
productivity and growth, and strengthen social inclusion.” Essentially, e-governance is seen by some
scholars as possible means of enhancing public delivery through the following channels:
G2C (Government-to-Citizens): This focuses primarily on developing user-friendly one-stop centers of
service for easy access to high quality government services and information.
G2B (Government-to-Business): This aims to facilitate and enhance the capability of business
transactions between the government and the private sector by Improving communications and
connectivity between the two parties.
G2G (Government-to-Government): This is an inter-governmental effort that aims to improve
communication and effectiveness of services between federal, state and local governments in the running
of day-to-day administration. It generally aimed at improving the efficiency and effectiveness of overall
government operations.
Intra-government: This aims to leverage ICT to reduce costs and improve the quality of administration
and management within government organization (Islam & Ahmed, 2007; Onuigbo & Eme, 2015).
Therefore, e-government in the context of this discussion can be professed as an evolutionary shift in the
public management system.
2.1.6. E-government and Public Service Delivery
There seem to be no agreement within the academic circle as to what e-government and public service
delivery is or what it comprises. While there are proliferations of definitions, none has sufficiently
captured the real meaning of e-government and public service delivery, although within public service
reform discourse, the concept of e-government and public service delivery has been a recurring decimal in
public sector reforms. For instance, Okwueze (2010:497) sees e-government as “the delivery of
information and services on-line through the internet or other digital means.” Shailendra & Sharma
(2007:3) see e-government as “an instrument that will radically help transform the relationship between
the government and society. While Sebastian & Supriya (2013:31) perceive e-government as “the
effective use of ICTs, particularly the Web-based Internet applications, for better governance and service
delivery.”
In the same vein, Ojo (2014:79) sees e-government as the “application of Information Communication
Technology by the government to enhance accountability, create awareness and ensure transparency in
the management of government business.” Arguing within this context, Singla & Aggarwal (2014:12)
observe that e-governance is the “application of Information and Communication Technology to improve
the efficiency of government services delivery system.” They further stated that it is the interaction that
exists between government and citizens and internal government processes to provide effective
implementation of government policies with the adoption of ICT. Also, Abasilim & Edet (2015:32) view
e-governance as “the shift from the traditional method of carrying out government activities which is
mainly hierarchical, linear, and one-way to the use of internet which enables the public seek information
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at their own convenience and not really having to visit the office in person or when government office is
open.”
Ndou (2004:3) analyzed in table 1.0 below the distinction between old bureaucratic administration and
the e-government paradigm.
Table 1: Paradigm shift of public service delivery
S/N Operation Bureaucratic Paradigm E-government Paradigm
1. Orientation Production cost efficiency User satisfaction and
control flexibility
2. Process Organization Functional rationality, Horizontal hierarchy,
departmentalization, vertical network organization,
hierarchy of control information sharing
3. Management principle Management by rule and mandate Flexible management,
interdepartmental team
work with central
coordination
4. Leadership style Command and control Facilitation and
coordination, innovation
entrepreneurship
5. Internal communication Top down hierarchical Multidirectional network
with central coordination,
direct communication
6. External communication Centralized, formal, limited Formal and informal direct
channels and feedback, multiple
channels
7. Mode of service delivery Documentary mode and Electronic exchange, non
interpersonal interaction face to face interaction
8 Principle of service Standardization, impartiality and User customization,

delivery equity personalization
Source: Ndou, 2004; Abdulrazaq, 2015.
2.1.7. ICT and Transparency in Public Service Delivery
With respect to ICT and effective public service delivery in Lagos state ministry of infrastructure which is
central to this study. The use of ICT in public sector and how its affect the service delivery of government
have been commonly debated among scholars by looking at what different technologies and their
applications do by enabling governments do what it does in term of service delivery. Consequently, ICT
help create new and better service delivery (Bekkers & Zouridis, 1999) by increasing efficiency and
transparency, and improving the coordination of public sector procedures and management (Dasgupta, &
Gupta, 2008). It help by making governments more accountable and transparent through a process of
information rationalization, ICT has also been often considered as a valuable support for achieving the
effective public service delivery envisaged by the NPM trends whether implicitly or explicitly (Worrall,
2011; Hall, 2011).
According to Ainabor (2011), in applying ICT, the efficiency can take different forms. For example, one
form is to reduce errors and improve consistency of outcomes of governmental projects through
automating standard tasks. The second form of efficiency improvement is to reduce costs and the many
layers of organizational processes (the popular bureaucracy) by streamline operating procedures through
e-applications. Part of efficiency improvement is reduction in time spent on repetitive tasks. This without
doubt, will give the federal, state and local government employees ample opportunity to develop new
skills and advance their carriers. It is highly believed that no managerial reform can be materialized
unless it is supported by ICT to improve effectiveness and efficiency of personnel management,
procurements and many other government activities (Ambali, 2010).
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2.1.8. E-payment and accountability in service delivery

E-payment system through the use of information and communication technologies has permeated into
public transactions. Due to its benefits, e-payment is gradually replacing cash payment system that
involves personal contact between buyers and sellers. To the government, e-payment has offered variety
of payment alternatives thereby making it easier for staff and other persons to be paid without delay. The
implementation of e-payment in government ministries will promote transparency as it will ensure data
integrity, authenticity of payment receivers, issuance of bank statement as at when due, accessibility of
account information by approved signatories as well as ensuring that appropriate fund are paid into and/or
remitted from the public treasure (FRN, 2008). Suleyman & Seckim (2012) identified accountability as
one of the basic principles of electronic accounting e-payment inclusive.
But the view of Lina (2013) contradicted the finding of this study as he posited that e-payment system has
contributed to the increasing rate of electronic fraud. By and large, e-payment though may be
experiencing some hitches caused by cyber criminals, handlers of government transactions under
electronic platforms are more accountable now than when they were using manual accounting platform.
This fit may have been achieved through making government transactions accessible to all the interested
users.
However, E-payment helps in assuring correctness of financial transactions recorded. This is an indication
that those who handle public funds in government ministries will ensure accurate recording of accounting
information. However different factors pose challenges to the implementation of e-payment in
government ministries. These challenges include but not limited to poor provision of e-payment facilities,
poor maintenance of available facilities etc. though e- payment has the needed potentials to promote
accountability, if the identified challenges are not resolved, the implementation of e-payment in
government ministries may be a mirage.
2.1.9. E-government and Efficiency in Public Service Delivery
Indeed, extant literature is replete with the great opportunities of E-government as an efficient and
effective means of public service delivery (Nwachukwu & Pepple, 2015). E-government innovation and
revolution has no doubt brought considerable potential to initiatives aimed at fighting corruption and
increasing the participation of citizens in the institutions of government. To be specific, ICTs have opened
a new e-governance space or route that has huge potential for improving opportunities for the
participation of citizens in governmental affairs. This type of setting enhances equity, transparency,
accountability, responsiveness, responsibility, effectiveness and efficiency in the manifold transactions
that link service suppliers and service recipients (Muchie, 2011). It has also been argued that the
application of e-government on public service delivery can lead to the following outcomes: saving costs
while improving quality, response times and access to services; improving the efficiency and
effectiveness of public administration (Pacific Council, 2002); increasing transparency in administration,
reducing corruption and increasing political participation (Seifert and Bonham, 2003), and; making
governments more competitive (Okechukwu, 2017). Below, this study examine in details the foregoing
implication or benefits of E-government application. It therefore summarizes them in five headings:
Reduced Cost of Administration: The application of e-government on public service delivery in Lagos
state ministry of works and infrastructure allows for a significant reduction in information handling cost.
This process enables faster sharing of information thereby reducing the frequency with which data is
collected when it is handled manually. Obviously, data collected manually costs more due to travel costs
and other allowances and expenses. According to Nwachukwu & Pepple (2015), if developing countries
appropriately apply e-government initiatives, it will reduce the number of inefficiencies in processes by
allowing file and data sharing across government departments, thereby contributing to the elimination of
mistakes from manual procedures and reducing the required time for transactions (Islam & Ahmed, 2007;
Onuigbo & Eme, 2015).
Improved, Fast and Accurate Service Delivery: The traditional style of service delivery in Lagos state
ministry of works and infrastructure is time consuming because of the bureaucratic nature of the Nigerian
civil service. E-government application therefore, helps to reduce waiting time and red-tapism, thereby
bringing about fast and accurate service delivery. Public sector organizations in Nigeria like the National
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Youth Service Corps (NYSC), Joint Admissions and Matriculation Board (JAMB), Abuja Geographical
Information System (AGIS) and a host of others have made service delivery to the citizens more
convenient, faster and accurate through the digitalization of their operations and services. For example,
JAMB utilizes e-initiatives now to conduct national matriculation examination for admission into
Nigerian higher institutions of learning (Ojo, 2014).
In addition, e-government initiatives such as electronic chatting, e-conferencing/video conferencing, etc,
are making the public service smarter with reduced risks of travel. These initiatives also enable both the
government and the private agencies to have discussions at a distance and at the same time run their
respective offices (Islam & Ahmed, 2007; Onuigbo & Eme, 2015).
Creates Access to Transparent, Accountable and Participatory Governance: E-government
initiatives have already demonstrated significant capacity for citizens to have greater access to
information from public authorities in Lagos. Public service delivery improves citizens‟ participation in
public sector management, which is enhanced through ICTs. The opportunity generated in this
perspective helps increase the transparency of decisions as citizens and the public servants interact
through e-governance process. The citizens and other service recipients are allowed to contribute and
exchange ideas and suggestions through electronic forum and websites. Ministry of works and
infrastructure has promoted accountability through e-payment initiatives (Islam & Ahmed, 2007; Onuigbo
& Eme, 2015).
Enhances Networking and Inter Governmental Relations: E-government provide and enhances
networking of relationships among governments, customers, businesses, employees and other
organizations. The successful use and diffusion of ICTs in the public sector involves a collective, multi-
disciplinary and dynamic learning process (Olaopa, 2014). According to Ndou (2004), the very nature and
function of e-governments require network approach to put together skills, technologies, information and
knowledge that span the boundaries of different governmental agencies.
Boosts Competitive and Responsive Service Delivery: The digitalization of operations and services in
the public sector in Lagos means that the public sector is in a healthy competition with the private sector
in delivering qualitative and productive services to the citizens. E-government application in the Lagos
state ministry of works and infrastructure therefore, boosts competitive and responsive service delivery in
the state. This development is heart-warming and commendable especially when one recalls that the
private sector was on top in the use of ICTs in the country prior to the digitalization of operations and
services in the public sector. In addition, ICTs usage in the civil service provides structure of
opportunities mediating between the citizens and the service using digital information and communication
technologies by the government and the citizens. It therefore, implies that ICTs application in the Federal
Civil Service brings about citizens that are active connected and informed (Islam & Ahmed, 2007;
Onuigbo & Eme, 2015).
2.2. EMPIRICAL REVIEW

Previous studies on e-government and public service delivery have been variously been made by scholars.
Many of these scholars have come to conclusion that the use of e-government have successfully achieved
it objectives although, some of these scholars kicked against the perceptions where they argued that e-
government is a paradox and mere working in Nigeria. some of the scholars who have contributed
empirically are mentioned as follows: Ewuim; Igbekwe-Ibeto & Nkomah, (2016); Abasilim & Edet,
2015; Gberevbie, Ayo, Iyoha, Duruji & Abasilim, 2015; Gberevbie et al, 2016; Ogunsola & Tiamiyu,
2017).
Ewuim; Igbekwe-Ibeto & Nkomah, (2016), in their article titled “ICT and public service delivery in
Nigeria” argued that ICT penetration has been very useful to organizations in the area of improving staff
performance, curbing corruption and ensuring better service delivery to the populace. In addition, their
findings also revealed that Information and Communications Technology (ICT) recently has created
opportunities for the council to develop highly effective strategies for local participation in the
Management system of the council for better service delivery.
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They further agreed that e-government has been able to promote service delivery in Nigeria. However,
they discussed some salient issues that serve as impediment to effective service delivery in Nigeria that
such a window of opportunity is not effectively utilized thereby reducing the efficiency of service
delivery. Going by the circumstances in the country, it appears that the inability to make use of the
opportunities created by this window is linked to problems ranging from lack of needed infrastructural
facilities to inadequate skilled manpower and other developmental inadequacies.
In the study conducted by Fatile (2014), his findings revealed that e-government in Nigeria is mere
working, he further recommended that for e-government to be evident in Nigeria, Government should
declare access to ICT Services as fundamental human right of every Nigerian and should establish a
timetable and guarantee enabling environment for attracting the right level of investments. Government
should review the current educational curricula to include ICT education at all levels. Government should
establish a program to enhance local content, in this regard; government is urged to encourage all
productive sectors of the economy to develop their websites and Government employees to obtain an e-
Mail address. Government should ensure the establishment of ICT departments in all ministries and
parastatals at the Federal, State and Local government levels and set aside about 4% of the budget for any
Ministry on IT goods and services. An enabling environment should be established by the government for
the local manufacture/assembly of computers and accessories (Muhammed, et al, 2010). This argument
was supported by Olumoye et.al (2017), they concluded that e-government has not brought about efficient
service delivery in Nigeria. Others have contributed empirically but have not been able to assess its
effectiveness through ICT and e-payment in delivery of service.
Azih & Nwagwu, (2015) looked at e-government through e-payment system to enhance accountability in
public service. They argued that E-payment helps in assuring correctness of financial transactions
recorded. This is an indication that those who handle public funds in government ministries will ensure
accurate recording of accounting information. However the study revealed that different factors pose
challenges to the implementation of e-payment in government ministries. These challenges include but
not limited to poor provision of e-payment facilities, poor maintenance of available facilities etc. though
e- payment has the needed potentials to promote accountability, if the identified challenges are not
resolved, the implementation of e-payment in government ministries may be a mirage.
The gap in empirical of this paper therefore to investigate the influence of ICT on transparency of public
servant in delivery of service to the people in Lagos, this made the study assess the ICT performance in
Lagos state ministry of works and infrastructure whether the new approach has enhance transparency of
public officials to the people. Also the issue of e-payment introduced by state government, whether it has
improved accountability of worker of the ministry and lastly to find out whether significant relationship
exists between e-government and public service delivery in Lagos are gap which this study tens to fill.
2.3. THEORETICAL REVIEW
The need and importance for electronic services in government offices in today‟s public service is
highlighted by the profounder of Technological determinism theory which this theory adopts for the
study. Although there are theories which are relevant to this study, some of these theories are Cybernetics
theory, NPM etc. but the study is situated within the ambit of the Technological Determinism (Ewuim;
Igbokwe-Ibeto & Nkomah, 2016).
Technological determinism is a reductionist theory that presumes that a society's technology drives the
development of its social structure and cultural values. The term is believed to have been coined by
Thorstein Veblen (1857–1929), an American sociologist. The most radical technological determinist in
the United States in the twentieth century was most likely Clarence Ayres who was a follower of
Thorstein Veblen and John Dewey. William Ogburn was also known for his radical technological
determinism. The first major elaboration of technological determinism came from the German
philosopher and economist Karl Marx, whose theoretical framework was based upon the idea that
changes in technology and productive technology are the primary influence on the organization of social
relations, and that social relations and cultural practices ultimately revolve around the technological and
economic base of a society. Marx's position has become embedded in contemporary society, where the
idea that fast changing technologies alter human lives is all-pervasive. From the above assertion of
186
technological determinism theory, it can be used to explain the use of ICT as a means of communication
between the citizen and the government. This theory explained that government is a representative of the
people and must be responsible to the people in which he is governing. In time to time, people need to be
communicating to their government through the ICT to make sure suitable relationship exist between
them. Also the theory explained that government activities must be transparent in order to enhance the
participation of the people in the decision making on the society.
However, this theory has been criticized by Modern theorists of technology. There theorist argued that
society no longer consider technological determinism to be a very accurate view of the way in which we
interact with technology, even though determinist assumptions and language fairly saturate the writings of
many boosters of technology, the business pages of many popular magazines, and much reporting on
technology. Instead, research in science and technology studies, social construction of technology and
related fields have emphasized more nuanced views that resist easy causal formulations. They emphasize
that "The relationship between technology and society cannot be reduced to a simplistic cause-and-effect
formula. It is, rather, an 'intertwining'", whereby technology does not determine but "...operates, and are
operated upon in a complex social field" (Murphie and Potts). In his article "Subversive Rationalization:
Technology, Power and Democracy with Technology," Andrew Feenberg argues that technological
determinism is not a very well founded concept by illustrating that two of the founding theses of
determinism are easily questionable and in doing so calls for what he calls democratic rationalization
(Ojo, 2014). Nevertheless, this theory is relevant to this study because it tends to explain the essence of
technology in determining the relationship between the government and the citizens (Ojo, 2014).
METHODOLOGY
Descriptive survey design was employed in this study. Descriptive design describes and interprets what
is. It is considered appropriate because we are interested in the perception of the staff of ministry of works
and infrastructure on service delivery. A stratified random sampling technique was used in the study. A
sample of 100 respondents was selected from the various departments in the ministry. Primary data were
obtained from the respondents through a survey which include questionnaire, and structured interviews on
the sampled population. The questionnaire which was the major instrument of data collection consists of
two major sections. The questionnaire is “Likert” five scale ranging from “strongly agree” (5) to “strongly
disagree” (1). The questionnaire was divided into two parts; the first part 'A' sought to obtain the
respondents' demographic characteristics such as gender, age, educational attainment, and position; while
the second part 'B' contained fifteen (15) items, five items drawn from each hypothesis, which attempted
to draw respondents' opinions about the subject matter. One hundred (100) copies of the questionnaire
were retrieved and analyzed for this survey. Finally, because of the nature of research questions and
hypotheses, the data collected were analyzed using Pearson Coefficient Correlation.
The population and the sampled population of the study are shown below:
Table 2: Departments in the Ministry of Works and Infrastructure, Lagos State.
S/N Departments in the Lagos State Male Sampled Female Sampled Total no. of Sampled
Ministry of Works and Infrastructure male female staff total
1. Administration and Human Resources 70 3 90 10 160 13
2. Account 83 3 70 9 153 12
3. Project planning and design 66 3 84 11 150 14
4. Architectural building and quantity 90 3 70 9 160 13
surveying service
5. Road and Construction 84 6 86 10 170 16
6. Mechanical and electrical service 100 4 50 6 150 10
7. Road maintenance and rehabilitation 96 4 38 7 134 11
8. Project monitoring, evaluation and 70 4 90 7 160 11

training
Total 659 31 578 69 1237 100
Ministry of works and infrastructure, 2018
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DEMOGRAPHIC PROFILE OF RESPONDENTS

The sampled population of this study is one hundred respondents (100); one hundred (100) were
recovered. The data collected on demographic characteristics of the respondents were analyzed and
results obtained are shown below:
Frequency Table
Table 4.2.1. Age of the Respondents
Frequency Percent Valid Percent Cumulative
Percent
20-29 1 1.0 1.0 1.0
30-39 34 34.0 34.0 35.0
Valid 40-49 57 57.0 57.0 92.0
50 and above 8 8.0 8.0 100.0
Total 100 100.0 100.0
Source: Field Research Survey, 2018
Table 4.2.1 above revealed the distribution of ages of the respondents. According to the table, most of the
respondents sampled are within the range of 40-49 with the percentage of 57.0; followed by the age
category within 30-39 with the percentage of 34.0 and lastly, others are within the age range of 20-29
with the percentage of 1.0. This shows that majority of the respondents fall in the age range of 40-49.
Table 4.2.2. Sex of the Respondents
Percent
male 31 31.0 31.0 31.0
Valid female 69 69.0 69.0 100.0
Total 100 100.0 100.0
Table 4.2.2 above revealed the distribution of gender of the respondents. The table showed that majority
of the respondents is female with 69.0 of female while male 31.0. This shows that most of the respondents
on this research are female
Table 4.2.3. Marital Status of the Respondents

Percent
single 56 56.0 56.0 56.0
Valid married 44 44.0 44.0 100.0
Total 100 100.0 100.0
Table 4.2.3 above revealed the distribution of marital status of the respondents. The above showed that
most of the respondents are single with the percentage of 56.0 while the rest are married with the
percentage of 44.0. This shows that many of the staff of ministry of works and infrastructure is single.
Table 4.2.4. Educational Qualification of the Respondents
Percent
b.sc/ HND 63 63.0 63.0 63.0
OND/NCE 22 22.0 22.0 85.0
Valid
Others 15 15.0 15.0 100.0
Total 100 100.0 100.0
Table 4.2.4 above revealed the distribution of education status of the respondents. The table showed that
most of the respondents are B.Sc./HND holders with percentage of 63.0; followed by the categories of
OND and NCE holders with 22% while other certificates are 15.0.
That shows that majority of the staff of the ministry are holder of B.Sc./HND.
188
Table 4.2.5. Grade Level of the Respondents

Percent
middle officer cadre 20 20.0 20.0 20.0
Valid junior officer cadre 80 80.0 80.0 100.0
Total 100 100.0 100.0
Table 4.2.5 above revealed the distribution of grade level of the respondents. The above showed that
majority of the respondents are junior officers with 80.0 followed by middle officer cadre with 20.0. From
the table we can conclude that most of the respondents are junior staff of the ministry.
QUESTIONNAIRE SA A U D SD
6. e-government is not related to public service delivery in 20 10 2 20 48
Lagos state ministry of works and infrastructures
7. Service delivery is linked with e-government in Lagos 50 30 10 10
state ministry of works and infrastructures
8. e-government has improved service delivery in Lagos 40 25 15 20
state
9. Service delivery has not been efficient since the 5 10 5 30 50
introduction of e-government in Lagos state.
10. ICT has not improved transparency in Lagos state 10 10 10 70
11. The activities of government has been transparent since 70 10 10 10
the introduction of ICT in Lagos
12. Citizens can now channel the opinion and demands 50 5 5 10 30
to government direct through the ICT in Lagos state.
13. The use of information and communication technology 30 21 19 30
has been restricted from citizens of Lagos state.
14. Accountability remained doubtful despite the e-payment 10 10 10 20 50
initiatives in Lagos state.
15. E-payment system has been effective and convenience 50 20 10 10 10
for the citizens of Lagos state.
16. E-payment system has improved accountability of 50 30 10 10
workers in Lagos state ministry of works and
infrastructures.
17. There is no significant deference between the old 10 10 30 50
payment system and e-payment initiatives in Lagos state.
E-government and Efficient service delivery in Lagos State

18 Service delivery has improved efficiently since the 50 30 5 5 10
implementation of e-government in Lagos
19 Service delivery in Lagos is not efficient enough despite 60 20 5 5 10
the e-payment system in Lagos state.
20 Transparency cannot determine the level of efficiency in 70 20 7 3
Lagos state.
HYPOTHESES TESTING
Hypothesis one:
H0: there is significant relationship between E-government and Public Service delivery in Lagos State
Ministry of Works and Infrastructure.
Using product moment correlation coefficient (Pearson)
Note: Decision Rule for assessing if the test is significant at (0.01 Level of Significance).
If P 0.01, the test is significant that means “there is a significant relationship between the variables”;
189
If P 0.01, the test implies that there is no significant relationship between the two variables
Correlations
e-government is Service delivery is
not related to linked with e-
public service government in
delivery in Lagos Lagos state
state ministry of ministry of works
works and and infrastructures
infrastructures
e-government is not related to Pearson Correlation 1 .612**

public service delivery in Lagos Sig. (2-tailed) .000
state ministry of works and
infrastructures N 100 100
Service delivery is linked with e- Pearson Correlation .612** 1
government in Lagos state Sig. (2-tailed) .000
ministry of works and
infrastructures N 100 100
**. Correlation is significant at the 0.01 level (2-tailed).
Interpretation of the Result
N = 100
R (Pearson Correlation) = .612
Level of Significance = .000
In Pearson Correlation, the rule says at 1, the relationship is perfect; at -1, the relationship is negative; at 0
there is no relationship. However, if the relationship between variables is above 0.5, or heading to 1, it
mean there is a strong relationship between the variables but if the figure is less than 0.5, it means that the
relationship is not strong.
The result above with the use of Pearson Coefficient Correlation can be stated as follows:
R = .612
P value = .000 which is less than 0.01 level of significance. Thus shows that “there is a significant
relationship between e-government and public service delivery in Lagos state ministry of works and
infrastructure.
The calculated P value is = 0.000 < 0.01 so, we accept H1 and reject H0
Hypothesis two:
H0: ICT has no significant influence on transparency in service delivery in Lagos State Ministry of Works
and Infrastructure
Correlations
ICT has not improved The activities of government
transparency in Lagos has been transparent since the
state introduction of ICT in Lagos
Pearson Correlation 1 .327**
ICT has not improved
Sig. (2-tailed) .001
transparency in Lagos state
N 100 100
The activities of government has Pearson Correlation .327** 1
been transparent since the Sig. (2-tailed) .001
introduction of ICT in Lagos N 100 100
190

N = 100
P value = .001 which is less than 0.01 level of significance. Thus shows that “there is a significant
influence on transparency in service delivery in Lagos state ministry of works and infrastructure, but
the influence is weak.
Hypothesis three:
H0: E-payment does not affect accountability in Lagos State Ministry of Works and
Infrastructure
Correlations
Accountability E-payment system
remained doubtful has been effective
despite the e- and convenience
payment initiatives for the citizens of
in Lagos state. Lagos state.
Accountability remained doubtful Pearson Correlation 1 .640**
despite the e-payment initiatives Sig. (2-tailed) .000
in Lagos state. N 100 100
E-payment system has been Pearson Correlation .640** 1
effective and convenience for the Sig. (2-tailed) .000
citizens of Lagos state. N 100 100
N = 100
Thus shows that “e-payment affects accountability in Lagos state ministry of works and infrastructure.
4.5. DISCUSSION OF FINDINGS

This chapter discus the findings of the research carried out in the Lagos State Ministry of Works and
Infrastructure. Three hypotheses were drawn out to ascertain if the implementation of e-government has
improved service delivery in Lagos state. The variables were further broke down into ICT and e-payment.
However, from the first hypothesis of this of the findings, the result showed that there is a significant
relationship between e-government and service delivery in Lagos. According to the respondents, through
e-government, the activities of the ministry have tremendously improved compared to the old way of
running public service. They added, punctuality and regularity to work have now been evident since
Lagos state government introduces e-government.
The second hypothesis of this study test “significant influence of ICT on transparent in Lagos state” from
the findings, it was revealed that ICT has brought about transparency in the activities of worker to
workers and government to citizens of Lagos state. However, information was also gathered that not all
191
the activities of government is transparent to the citizens of Lagos state, that is why the Pearson result in
terms of relationship is weak. From the analysis and information gathered, it was clearly shown that
citizens of Lagos now channels opinions and demands to the government directly and have been receiving
feedback on their demands, this has shown the level at which ICT has gone in maintaining good
relationship between government and the citizens of Lagos state through the ministry of works and
infrastructure.
The third hypothesis of this study tests the “effect of e-payment on accountability in Lagos state”. The
result ascertained that e-payment has drastically reduced the inefficient in service delivery. Through e-
payment, the issue of mismanagement of public funds has been defeated. Public servants are now
accountable of their activities especially the activity that has to do with public funds. Citizens on the other
hand have now been conveniently assured of the payment through electronics means. It is gathered in the
findings that Lagos state public servants no longer have access to the payment made by the client
(citizens), it is now the business between the citizens and on line transaction as the third party.
From the above gathered, analyses shown that e-government as far as Lagos state is concern, is very
effective and almost efficient because there are still some lapses which needs to be filled by the Lagos
state government if e-government will be efficient in Lagos.
This finding agreed with Ewuim, et.al (2016). In their study “ICT and service delivery in Nigeria” their
findings also revealed that e-government has been effective in Nigeria. However, contradict the view of
Ojo (2014), his finding envisaged that e-government in Nigeria has not changed the status quo. Although,
lapses still boiled to the fact that Lagos state government still restrict citizens from some vital
information. Take for example; in a well developed country like USA; nothing is being hidden from the
citizen, which is why citizens of such country criticize most of the decisions made by government, and
recommend for better option. If Lagos state government can emulate this system, then the service delivery
in Lagos state will be efficient.
CONCLUSION
This study concluded based on the findings in the research carried out in Lagos state ministry of works
and infrastructure, that e-government implementation has improved service delivery in Lagos state. The
ICT introduced by Lagos state government has successfully filled the gap of communication between
government and citizen. Citizens of Lagos state now get information about government activities; this has
led to transparency to some extent in Lagos state.
The e-payment system introduced by Lagos state government to correct the old way of payment has also
improved accountability of workers in Lagos state ministry of works and infrastructure and this has
enhance efficient in the delivery of service in Lagos state.
5.3. RECOMMENDATIONS
This research concluded that despite the brilliant move by Lagos state government to improve service
delivery of service through e-government, there are still some loopholes that have hindered the efficiency
of service delivery. However, this study came up with some recommendations that if it can be strictly
adhere to and followed, Lagos state government can realized efficient in delivery of service. These
recommendations include the followings:
1. Firstly, Lagos state government should encourage and orientate the Lagos state citizens on the
uses of ICT as a channel to connect with the government. What has been hurdles in communicate
to government in Lagos state is the exorbitant charges by the internet service provider,
government of Lagos state should make it easy by subsidizing the internet prices as that will
increase the level of communication between government and citizens of Lagos state
2. Secondly, Government of Lagos state should make some of his decision known to the citizens.
The citizens of Lagos state are still restricted from some government activities which has led to
gap in communication, this is making transparent to be doubtful in Lagos. Government of Lagos
state should be open enough, this will allow the citizens to critically makes recommendations and
reject some of the unwanted decisions.
192
3. Thirdly, the use of e-payment is still devastating to some level. Some citizens still complain an
exorbitant charges by the service provider and internet charges. Before the introduction of e-
payment system, clients made some certain amount and does not change, however, after the
normal payment, bank remove it own, service provider removes it commission, at the end the
charges of services are almost times two of the normal one, government should sensitizes the
provider and bank so as to maintain an efficient service in Lagos.
4. Fourthly, there is still an iota of corruption in running of service to the people of Lagos state.
There need for government to sensitize and monitor his public servants, there should be a
technology that will detect the activities of the workers in the ministry. As this is being done in
USA, France and UK this will reduce the corrupt practice in Lagos state.
5. Lastly, many of the services of Lagos state are limited to some selected areas. Government should
make his service available to other parts of the state. for example the independent power plan, has
been so convenient but available to some selected parts in Lagos.
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E-Government Boosts Service Delivery in Lagos Works Ministry

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E-GOVERNMENT AND PUBLIC SERVICE DELIVERY IN LAGOS STATE MINISTRY OF

1.1. BACKGROUND OF THE STUDY

1.2. STATEMENT OF THE PROBLEM

2.0. LITERATURE REVIEW

8 Principle of service Standardization, impartiality and User customization,

2.1.8. E-payment and accountability in service delivery

2.2. EMPIRICAL REVIEW

8. Project monitoring, evaluation and 70 4 90 7 160 11

DEMOGRAPHIC PROFILE OF RESPONDENTS

Table 4.2.3. Marital Status of the Respondents

Table 4.2.5. Grade Level of the Respondents

E-government and Efficient service delivery in Lagos State

e-government is not related to Pearson Correlation 1 .612**

Interpretation of the Result

4.5. DISCUSSION OF FINDINGS

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