E-Governance and Efficiency in Public Service Delivery in Edo State

E-governance had emerged as a critical reform tool in developing countries, aimed at enhancing efficiency, transparency, and accountability in public service delivery. Despite its growing adoption across Nigeria, limited empirical studies had examined its effectiveness and challenges in specific state environments. This paper therefore aimed to assess the role of e-governance in improving public service delivery in Edo State, Nigeria. Guided by the Technology Acceptance Model (TAM) and Institutional Theory, the paper relied on qualitative approach to data gathering and used descriptive analysis. The findings indicated that there is widespread awareness of but with notable shortfall in usage due to gaps in accessibility and trust. E-governance processes significantly improved service delivery by reducing delays and curbing petty corruption, though transparency and accountability gains were more modest within the public service. This paper found major barriers to include poor ICT infrastructure, limited digital literacy, high data costs, and political interference, all of which constrained sustained adoption. Broader service delivery challenges, such as inadequate funding, bureaucratic bottlenecks, corruption, and shortages of skilled personnel, further undermined outcomes. The paper concluded that e-governance had enhanced efficiency and reduced petty corruption but had not yet transformed administrative culture or eliminated systemic barriers and recommended that government prioritize infrastructural expansion, invest in digital literacy programs, strengthen monitoring and evaluation, and secure sustainable funding to consolidate gains in public service delivery.