E-GOVERNMENT AND SERVICE DELIVERY IN OFFAKA SUB-
COUNTY LOCAL GOVERNMENT; ARUA DISTRICT-UGANDA

BY 

ETUKA ISAAC JOAKINO

11/MPA2/001

A DISSERATION SUBMITTED TO SCHOOL OF MANAGEMENT
SCIENCE IN PARTIAL FULFILLMENT OF THE REQUIREMENTS
FOR THE AWARD OF MASTERS DEGREE IN PBLIC 
ADMINISTRATION AND MANAGEMENT OF
UGANDA MANAGEMENT INSTITUTE

MARCH, 2019
DECLARATION
I, Etuka Isaac Joakino, hereby declare that this is my original work and has not been submitted by anybody for award of a degree or any academic qualification in any Institution of Higher Learning. 
Signed ………………………………….Date …………………………………….

APPROVAL
This is to certify that the research Report of Etuka Isaac Joakino has been carried under our supervision / guidance and we now forward it for due approval. 

SUPERVISORS 
Signed.......................................... Date…………………………………….
Stella K. Kyohairwe (PhD)

Signed ………………………………. 		Date …………………………………….
Maria Barifaijo (PhD)

DEDICATION
I dedicate this research work to my beloved parents, children and all the family members. 

ACKNOWLEDGEMENT

I convey my sincere appreciation to the Almighty God for the gift of life and wisdom rendered to me during my studies. I also wish to express my sincere gratitude to the Department of Graduate Studies of Uganda Management Institute.

I am grateful to Dr. Stella Kyohairwe and Dr. Maria Barifaijo who have journeyed with me throughout the process of writing this report and their diligent guidance. 
I cannot forget the immense contribution of all the facilitators who groomed me in the academic era in various modules with special regards to those who took me through the research methods that has enabled me to complete this study.

My sincere gratitude as well go to my colleagues in the MPA 2, with special regard to; Mr. Tiyo Milton who only did not give for me moral support and guidance but also donated large sums of money for my studies. Others I would never forget in my life include Counsel Odama Henry, Counsel Andama Samuel and Mr. Gerald Etibot among others. 

Sincere thanks to my beloved family members with whom I parted for the period when I was for studies.

TABLE OF CONTENTS

DECLARATION
APPROVAL
DEDICATION
ACKNOWLEDGEMENT
TABLE OF CONTENTS
LISTS OF TABLE
LISTS OF FIGURES
LIST OF ABBREVIATIONS / ACRONYMS
ABSTRACT
CHAPTER ONE:INTRODUCTION
1.0 Introduction
1.1 Background to the Study
1.1.1 Historical Background
1.2.2 Theoretical Background
1.1.3 Conceptual background
1.1.4 Contextual background
1.2 Statement of the problem
1.3 General objectives of the study
1.4 Specific objectives
1.5 Research questions
1.6 Hypotheses
1.7 Conceptual Framework on E-government and service delivery
1.8 Significance of the study
1.9 Justification of the study
1.10 Scope of the study
1.10.1 Geographical scope
1.10.2 Content scope
1.10.3: Time scope
1.11. Definitions of terms and concepts
1.11.1 e – Government
1.11.2 Services
1.11.3 Effectiveness
CHAPTER TWO:LITERATURE REVIEW
2.0 Introduction
2. 1 The influence of e – government strategies on access to services
2.2 The influence of e-government strategies on the quality of service delivery.
2.3 The influence of e – government strategies enhancing accountability.
2.5 Summary of the literature
CHAPTER THREE:METHODOLOGY
3.0 Introduction
3.1 Research Design
3.2 Study population
3.3 Sample size and selection
3.4. Sampling techniques and Procedure
3.6 Data Collection Methods and Tools
3.6.1 Questionnaire
3.6.2 Focus Group Discussion
3.6.3 Key Informant Interviews
3.6.4 Document review
3.7 Validity and reliability
3.8. Data Collection procedure
3.9 Data analysis
3.9.1 Quantitative Data Analysis
3.9.2 Qualitative Data Analysis
3.10. Measurement of variables
CHAPTER FOUR:PRESENTATION, INTERPRETATION AND DISCUSSION OF FINDINGS
4.0. Introduction
4.1 Response rate
4.2 Socio-demographic characteristics of respondents
4.3 Accessibility of e-government services
4.3.1 Rating access to e-government services
4.3.2. Electronic government systems available in Arua District Local Government
4.4 Relationships between e-government strategies and quality of service delivery
4.5 Effectiveness of e-governance in promoting accountability
4.6 Challenges of e-governance and electronic service delivery in Arua district
4.7 Strategies to overcome challenges of e-governance and service delivery
CHAPTER FIVE:DISCUSSIONS, CONCLUSIONS AND RECOMMENDATIONS
5.0 Introduction
5.1 Summary of findings
5.2 Discussion of major findings
5.2.1 Influence of e-government strategies on access to services
5.2.3 How e-government strategies have enhanced accountability
5.3 Conclusions
5.4 Recommendations
5.5 Areas for further research
REFERENCES
APPENDICES
APPENDIX 1: Questionnaire for Technocrats
APPENDIX 2: Interview Guide for Political Officers
APPENDIX 3: FGD Guide for Political Officers
APPENDIX 4: Introductory Letter
APPENDIX 5: Anti-Plagiarism Report

LISTS OF TABLE
Table 3.1: Study population and sample size
Table 4.1: Age of respondent
Table 4.2: Level of education
Table 4.3: Department of respondents
Table 4.4: Years in the department
Table 4.5: Accessibility to e-government services in Arua distric
Table 4.6: e-government strategies and quality of service delivery in Arua district
Table 4.7: Effectiveness of e-government in promoting accountability in Arua district

LISTS OF FIGURES
Figure 1. 1: Conceptual Framework
Figure 4.1: Sex of respondents
Figure 4.2: Rating access to e-government services
Figure 4.3: e-government services available in Arua district
Figure 4.4: Challenges of e-governance and service delivery
Figure 4.5: Strategies to overcome challenges of e-governance and service delivery

LIST OF ABBREVIATIONS / ACRONYMS
AISA 			African Information Society Initiative 
ATM			Automated Teller Machines
CBO			Community Based Organization
CSO			Civil Society Organization
CPD 			Computerized Driving Permits
CVI			Content Validity Index
E – Government 	Electronic Government
EAC			East African Community
ECA			Educational Credential Assessment
EDDI			Education for Development and Democracy Initiatives
EFMIS			Engineering Facilities Management System
EMIS			Education Management Information System
ETB			Electronic Transaction Bill 
FGD			Focused Group Discussion
G2B			Government to Business
G2C			Government to Citizens
G2G			Government to Government
ICS			Information Changing System
ICT			Information Communications Technology
IFMS			Integrated Financial Management System
LANs			Local Area Networks
LGDP			Local Government Development Program
LGFIAS	 	Local Government Financial Information Analysis System
LOGICs		Local Government Information Communication System
MoFPED		Ministry of Finance Planning and Economic Development
NGO			Non-Governmental Organization
NIC 			National Information Centre
NICIs 	National Information and Communication Infrastructure strategies and plans 
NPA	National Planning Authority
NT	Network Theory
OECD	Organization of Economic Co – operation and Development
PMMIS		Performance Monitoring Management Information System
PSTN			Public Switching Telephone Network
PTC			Primary Teachers College
PPP			Private Public Partnership
RCDP			Rural Communication Development Program
SPSS			Statistical Package of Social Scientists
ST			Stakeholder Theory
TV			Television
UNESCO		United Nations Education Scientific Cultural Organization
URANET        	Uganda Revenue Authority Countrywide Network 
USAID		United States Agency for International Development
ABSTRACT
This study investigated the influence of e-Government on service delivery in Arua District Local government in Northern region of Uganda. Three objectives guided the study, namely; to assess the influence of e-government strategies on access to services by the citizens of Arua district, to assess the influence of e-government strategies on the quality of service delivery in Arua district and to examine the influence e-government strategies in enhancing accountability in service delivery in Arua district.
The study employed a cross-sectional study design which was both quantitative and qualitative in nature. The study was done among 70 technocrats and 10 political leaders in Arua district. Technocrats were selected using simple random sampling while political leaders were selected using purposive sampling technique. Data was collected using questionnaire, interview guide and focus group discussion guide.
The findings of the study indicate that access to e-government services in Arua District Local Government is still low. Although the district has a well-functioning website, it does not deliver most services electronically and besides, it not easy to access internet in the area. Most citizens of the district are not conversant with electronic service delivery. The district does not have all facilities and support to facilitate electronic service delivery. 
Despite the fact that access to e-government services is still low in Arua district, the study found out that the implementation of e-governance has reduced the time taken to process transaction. It also shows that e-governance has improved the quality of service in Arua district. Electronic governance has increased the speed with which citizens are served. The study also found out that e-governance has improved public accountability since annual and quarterly accountability of local government are made electronically and the public have access all financial transactions of their local government.

CHAPTER ONE
INTRODUCTION
1.0 Introduction
The research investigated e – Governance and service delivery in Arua District; Northern Region in the republic of Uganda. The chapter presents the background to the study; statement of the problem, purpose of the study, research objectives, research question, the hypothesis, conceptual frame work, scope and significance of the study among others.
1.1 Background to the Study 
1.1.1 Historical Background 
According to Rwangoga and Asiime, (2006), e – governance originated in the early 1990’s, from two words – e and governance. Whereas the letter e (Electronic) represents the technical aspect, governance refers to the historical system of administration through which services were delivered to people. On its inception, the concept of e – governance looked complex and therefore faced a lot of resistance from various developing countries. Sooner or later it was greatly embraced by countries world over (OECD, 2003). 
E – governance refers to the use of ICT to deliver services to the public (OECD, 2003).
According to the United Nations Organization, e – governance is the practical application of Information and Communication Technology (ICT) to foster service delivery to the citizens by the government Ministries, Departments and Agencies. The fundamental goal of e – governance is Efficiency, Effectiveness and Public Accountability. e – governance envisions a clear, transparent, and efficient governance. While it is difficult to make a precise identification of the origins of e – Governments in Africa, we can note that as early as 1996 the African Information Society Initiative (AISA) adopted by African ministers of planning and economic development at ECA recommended e – Government related activities for the whole region. AISI called for development and implementation of national policies and plans to promote ICT adoption throughout key economic sectors and national administration (National Information and Communication Infrastructure strategies and plans - NICIs) and especially for using ICTs to improve effectiveness of government service delivery (ECA 1996). Since1996 AISI has remained ECA’s blueprint for working with African Member States in the area of using information technology to promote economic and social development in Africa.

The use of ICT in government activities has become a common phenomenon in recent years. In the late 1990s, information technological developments in the field of public administration culminated into the concept of e- Government. To date e-Government has been applied to support the unique activities of government, including Electronic Data Interchange (EDI), interactive voice response, voice mail, email, web service delivery, virtual reality, and key public infrastructure. Services such as Government to Citizen (G2C), Government to Government (G2G), and Government to business (G2B) are synonymous in most countries (OECD, 2004; Bonham and Seifert, 2003; Evans and David, 2005).

The essence of e-government is to transform public administrations in order to innovate internal and external relationships with the aid of electronic technologies, indicating that e-government should be more on ‘government’ than on ‘e’ as pointed out by OECD (2003). Following this point, e-government issues are placed in the context of national public management reform and good governance initiatives. E‑government is not just about technical innovation, but it is about government reform, focusing on the needs of the public sector on the one hand, and citizens and businesses on the other hand, thus making sure that ICT is exploited to transform the internal operations within governmental bodies and the way of interactions between the public and private sectors.
E - Government gained triumph in Uganda after the final feasibility study report for the National ICT Action plan and e - government network by MEGA TECH, inc. in collaboration with techno brain – Uganda Limited.  A draft Uganda e- government strategy framework of January 2007 that was initiated by NPA then in bid to adhere to the EAC e – government regional initiative recommendation that each of the member states of the community had to develop their national level e - government strategies (National e- government frame work; June 2010:4). Some of the Uganda’s e – government projects include; the Uganda e – government strategy (March 2004); Uganda e - readiness assessment (March 2004), The national ICT Policy for Uganda implementation frame work draft / final report (February 2005) (Rwangoga and Baryayetunga, 1990).   
The indications that the government of Uganda has recognized the critical importance of ICT in National development and has started a policy framework to start implementing these technologies throughout the country include the approval of National ICT policy in 2003 with the aim of promoting the development of ICT infrastructure in the country with the ministry of works, housing and communication as the primary coordinated agency within the government, putting  in place broader casting policy; establishing the Uganda communications commission and empowering it to implement a rural Development policy, putting in place the new communication policy to connect all schools, sub- counties, urban centers, health centers and public libraries to have been completed by 2010, and good government initiative in promoting public – private partnership (PPPs) to build the requisite back born infrastructure. 
1.2.2 Theoretical Background 
This study is based on two main theories namely; the Stakeholder Theory (ST) and Network Theory (NT).
Stakeholder theory was propounded by Freeman (1984). He defined stakeholder in an organization as any group or individual who can affect or is affected by the achievement of the organization’s goal. According to Mitchell et al., (1997) a stakeholder, refers to an individual, a group or organization with interest in a particular programme, project or activity and that he/she affects and is affected by the activity. 
 Phillips, (2003) assets that stakeholders in governance refer to all those individuals, organizations and groups that are interested in seeing the success or failures of government. 
Stakeholder Theory therefore looks at the concerned stakeholders who have keen and complex interests. It is also looks at the influence of the various stakeholders and assess, monitors and evaluates the influence of the various players in governance (Baker, 1972). 
The Stakeholder Theory looks at government as an organization whose main aim is to meet the demands of its citizens and to balance the competing demands of the citizenry (Jensen, 2001).   A democratic Government considers the diverse needs of its citizens regardless of the challenges and lays sustainable strategic plans to address the endless and emerging needs of the people. 
In this study, ST is being used to understand how e-government strategies are being used to improve service delivery. Services such as use of email, websites and messages can be used to easy service delivery to citizens. However, the effectiveness, efficiency and quality services provided through e-government are dependent on literacy level, exposure to ICT and economic status of citizens.
The Network Theory
According to Lin, (2001), the Network Theory (NT) looks at the relationship, connectivity and activities of the various players in governance in the bid to deliver services for her people. It considers the interrelationships between the Ministries, Departments and Agencies, the relationships between the Local and Central Governments and the relationships between National and International governments. 
 Network Theory according to Wasserman and Faust, (1994), considers the relationships between the various players in governance to be known as “nodes” and “ties” in which case the “nodes” stands for the agents while the “ties” connotes the relations between the Ministries, Departments and Agencies. 
The relationships (ties) among the various players in governance may be unidirectional and / or bidirectional depending on the level of influence of the actor(s). A unidirectional relationship is common between the government agent who lobbies for the Government and the government representative herself. In this case the one lobbying influences the Government stronghold in one direction as the relationship continues. On the other hand, the relationship between the government and the citizens is bidirectional because the government can influence the citizens and the citizens too can influence the actions of the government. 
Baker, (1972) asserts that if an individual agent has many connections, the agent is bound to enjoy a lot privileges. 
The overall goal of Network Theory in this study is to give a deeper understanding the interrelationships between government and its Ministries, Departments, Agencies and the citizens who are the end beneficiaries of the Government services, programs and projects. (Sweisi et al., 2007).
Jones et al., (1997) envisage that Network theory enables one to understand the behaviors of the various players in governance hence analyzing why a certain group of people behave in the way they behave.
According to Mitchell et al., (1997) the prime considerations by the Government for a rooted decision making is based on the influence and relationships between the various actors in government and a country. The Network work theory is important because it explains the dynamics of the interrelations that enables the government to see through the lenses the various and complex positions of the actors in Government.  
Basu, (2004) explains that the above governance models based on the interrelationships mainly addresses the traditional systems of bureaucratic governance where certain decisions are hinged on a particular direction of relationship. As a result, its necessary to incorporate the relationships in the digital reforms and revolutions.
1.1.3 Conceptual background
Heeks, (2002) explains that the digital revolution and evolution has promoted ICT (Information and Communication Technology) implementation in various activities in human life including governance. It has erupted into e – commerce, e – business, e – engineering, e – technology, e - services, etc. ‘e’ stands for electronic, which through the use of ICT now simplifies operations in business, engineering, commerce (trade) and generally service delivery. 
Jaeger & Thompson, (2003) states that, people used to move long distances to deliver messages, letters, goods and other services. One has to travel up to the office where a service has to be delivered in the traditional governance system. Physical movement of people, goods and services under hard and harsh conditions was the order of the day. This is now becoming a history. With the advanced economic knowledge, the functions and participation of the government in service delivery has tremendously changed. Citizens and business communities now transact business on line and receive several services online.   
Electronic governance promotes use of ICT equipment, soft and hard wares to deliver services, information and publicity through the use Televisions (TVs), internets, e – mails, phones, web sites etc. (Commonwealth, 2004). Electronic governance has gone beyond use of Computers. Various customized systems are being developed by ICT specialists for various Ministries, Agencies and Departments accessible within the organization. Whereas information sharing is one key component in electronic governance, government Departments have also developed systems that they can use internally for document security.
E– governance according to the National E-government frame work, (2010) has promoted transparency, accountability, monitoring, evaluation, efficiency, effectiveness and timely decision making.
Uganda’s positive impact impression of E – government is based on the following objectives, to: 
Continuously improve the efficiency of, and access to government information and services to meet citizens’ demands;
Rapidly invest in ICT and promote e – governance to become a model country in Africa;
Build a high level and technologically advanced human resource capable of championing the spread of e – governance across the country with positive response; 
Reduce operational and administrative costs by using open source software and where possible create and customize Institutional soft wares to avoid dependency syndrome (National e –Government Framework – Uganda, 2010).
Having impressed the idea of e-government in Uganda, Uganda has gone extra mile to ensure implementation of the e – governance in the country but there are a number of cross cutting challenges and threats to e – governance implementation in the country. 
However, Uganda has a number of bottlenecks affecting the smooth implementation of e – governance. These among others include, but not limited to; Cyber – crime / Cyber Terrorism; unclear and porous cross – border limitations for cyber litigation, dependence on imported hardware and software; inadequate local funding and support, failure to harmonize Information and Communication Technology policies and strategies, poor ICT physical infrastructure, cultural diversity; unskilled / semi – skilled human resources and poor Public Private Partnerships (PPPs) framework (National e-Government framework-Uganda, 2010).
1.1.4 Contextual background
For over 25 years, electronic governance has been considered as a very significant tool to promote efficiency and effectiveness in the public sector. Developed countries that have upheld e – governance have a lot of success stories to tell ranging from economic development to quality and timely service delivery service delivery. 
However, Harfouche & Robbin, (2015) states that e – governance in developing world is still a mystery because 85 % of e - governance projects, programs and initiatives in these countries partially or totally fail. It is envisaged that some of these e – governance programs fail due to poor quality of the population with high illiteracy rate that is not able to use the service like internet, phones etc. Heeks, et al (2002) attributes the failure of e – governance in developing countries to the disparity in design and implementation strategies.
Electronic governance that originated from the developed world has spread at a terrific speed in Africa and other developing countries. To confirm this, there are several internet cafes which are opened in various places like tea / coffee shops, schools, institutions etc. similarly bank and other financial institutions have also opened the automated teller machines (ATMs) even in remote areas.  From its inception in late 1990s, people use phones, iPads, Cameras and other ICT gadgets to access information and other services within their reach. Due to the importance of e – governance which cannot be overemphasized, a lot of ICT gadgets like TVs, Cameras, phones DVDs etc. have hit the markets world over. 
This has prompted the governments across the world to succumb to the implementation of e – governance at a time when most of them are ill – equipped. This position is confirmed by Ndou (2004, p.7) in his statement that” the developed countries have several engagements with the developing countries in the bid to promote e – governance in order to bridge the wide gap in a cross – section of key development areas like the economy, technology, infrastructure, education and legal matters”. It should be acknowledged that e – governance and the use of ICT which is the back – borne of e – governance is still scanty in many developing countries. According to Schware and Deane (2003) asserts that majority of the developing countries that have already embraced and started implementation of e – governance hustle with countless challenges and there is a lot of trial and error mechanisms in the implementation process.   According to Heeks, (2003), much as the developing countries are implementing the e – governance, about 35% of the projects totally fail, 50% partially fail but the 15% succeed.  
A number of ministries have undertaken numerous activities to ensure the progress of e-government in Uganda. Some government projects in selected e-government entities include the following: internet/e-mail system  and intranet in the office of the presidents; Computerized Driving Permits, Vehicle inspection and vehicle registration and licensing in the ministry of works, transport and communication; Ministry network, Education Information Management System, ICT maintenance facility, Work flow mismanagement and financial information, Connect – ED (connectivity for educational development in the Ministry of education and sports, Integrated Financial Management System (IFMS) and  Information Changing System (ICS) in Ministry of finance, planning and economic development; Local Government Information Communication System (LOGICs, Local Government Financial Information Analysis System (LGFIAS) and Performance Monitoring Management Information System (PMMIS) (Rwangunga and Asiime,  2007).
Despite the above current and planned ICT programmes being implemented in Uganda, many local governments seem to be operating traditionally in the country. This is because there is very little political will to rationally, equitably, locally and consistently develop the ICT infrastructure and policies. The few e – governance programs, projects and activities that have succeeded in Uganda are mostly those which are externally funded by development partners. 
Notably in Uganda, its mainly Ministry of Finance Planning and Economic Development that has tried to put in place service delivery system through the EFMIS program. Much as they are able to transact business electronically, there are still a lot of irregularities in the smoothness of the systems. This explains why government employees have a lot of challenges in accessing salaries in some months. According to Rwangunga and Asiime, (2007) many ministries and local governments are still on the analogue systems of governance.
1.2 Statement of the problem
E-governance is intended to cause greater efficiency and effectiveness in service delivery in government’s operations (Schiavetta, 2005). Governments have realized that the implementation of Information and Communication Technologies (ICTs) helps them bridge the interaction and communication gap between businesses, the public and so on through the use of 24/7 internet service throughout the year (Wimmer and Traunmuller, 2004). 
However, it is not obvious for e-government to improve service delivery in district local government like Arua due to numerous limitations such as illiteracy, access to ICT, lack of skills and low economic status of citizens. Besides, there is very little information on the extent to which e-governance has improved on service delivery to citizens in district local government including Arua (Heeks, 2003). 
E-governance has been adopted by Uganda as an essence of good governance. On its inception, Uganda Government developed strategic documents to embrace e – government among which include the final feasibility study report for the National ICT Action Plan and e – Government Net Work (2006), Uganda National ICT Policy Frame Work (2003) and the National Information Technology Policy (2009). Under this arrangement, Arua district should be able to recruit on-line, procure on-line, provide health information and report on line. Despite the increasing efforts, investments and numerous projects initiated by the government of Uganda to promote e-government, effectiveness of e-government initiatives in improving service delivery to citizens of Arua district is less documented. This study therefore seeks to examine the influence of e-governance in service delivery to citizens in Arua District Local Government.
1.3 General objectives of the study
The general objective is to assess the effectiveness and efficiency of e-government on service delivery.

1.4 Specific objectives
The study strived to achieve the following specific objectives:
(i)	To assess the influence of e-government strategies on access to services among citizens of Arua district.
(ii)	To assess the influence of e-government strategies on the quality of service delivery in Arua district.
(iii)	To examine the influence of e-government strategies in enhancing accountability in service delivery in Arua District.
1.5 Research questions
The study sought answers to the following research questions;
(i)	Have e-government strategies improved access to services among citizens of Arua district?
(ii)	Have e-government strategies improved the quality of service delivery in Arua district?
(iii)	 How have e-government strategies promoted public accountability in service delivery in Arua district?
1.6 Hypotheses
The study sought to test the following hypotheses.
(i)	E- Government services, programs and projects have improved access to services among citizens.
(ii)	E-government strategies have improved the quality of service delivery 
(iii)	E-government strategies have promoted public accountability in service delivery.
1.7 Conceptual Framework on E-government and service delivery
The conceptual framework below shows how e-government strategies such as e-mails, websites, financial systems and information communication systems affect service delivery in terms of availability and accessibility, quality and promotion of accountability as explained below;
	Dependent variable

Availability and accessibility of services
-Awareness about services
-Distance to service delivery point
-Cost of the service

Quality of service delivery
-user satisfaction 
-Timely service delivery
-Less risks associated with the service

Effectiveness and efficiency in promoting accountability
-Active community involvement
-Timely publicity of accountability reports
-Equivalent accountability
-Value for money

Independent variable           

E-government strategies
-E-mails
-Websites
-Intranet
-Integrated Financial Information Management
- Local Government Information Communication System

	Moderating variable

-Literacy level of the population
-Exposure to ICT
-Economic status of the population
 -Skills and knowledge of the population

Source: Adopted from Literature and modified by the researcher.
Figure 1. 1: Conceptual Framework
The framework above indicates that E-government strategies such as e-mails, intranet, websites, financial systems and information systems influence availability and accessibility of services, quality of service delivery and effectiveness and efficiency of service delivery. However, the effect of e-government strategies on service delivery is determined by literacy level of the population, exposure to ICT, economic status of the population and skills and knowledge of employees.
Availability and accessibility of services will be measured in terms of awareness about the service, cost of the service and distance to the service point. Quality of the service will be measured in terms of user satisfaction, timely service delivery and less risk associated with the service. Effectiveness and efficiency of e-government in enhancing accountability will be measured in terms of community involvement, timely reporting and equivalent accountability.
1.8 Significance of the study 
The study will be useful in the following ways:
To the central government, the study will provide useful literature which can be used as a sample to plan for better ICT Services country wide with particular reference to rural Local Governments. 
To the Ministry of Local Government, the study will offer empirical results on the challenges faced by Local Governments in promoting service delivery by Electronic means. This will further help the government to advance mitigation measures for the challenges. 
To the District Local Government, the study will provide detailed information on the effectiveness, failures and challenges faced by the Lower Local councils in the bid to provide better services electronically.
To the Sub – County Local Government, the study will provide adequate information on the types, quantity or quality of the ICT Equipment required for better electronic service delivery.
1.9 Justification of the study 
Many people have carried studies in the field of E – Government in various countries including Uganda but little or no attention has been paid on its impact on service delivery, particularly in the rural setting of Uganda. As seen and will be seen in the preceding and proceeding literature, the Government of Uganda and that of Arua district has put a lot of efforts and resources to develop and encourage e – governance but efforts do not match the efforts and resources committed to the new National and Global initiative. The researcher therefore finds it a fertile ground to explore the circumstances under which Arua district Local Government in particular and the Nation at large is still in the blanket of poor service delivery. 
1.10 Scope of the study 
The scope of the study was categorized into geographical, content and time scope as explained in the following sub-sections;
1.10.1 Geographical scope
The study was carried out in Arua District Local Government in the West Nile Region, Northern Uganda. Arua District is approximately 520 Km form Kampala, the Capital City of Uganda. Arua District costists of six Sub – Counties and one Municipality namely, Upper Madi, Lower Madi, Vurra, Ayivu, Terego West, Terego East and Arua Municipality. The District has a land coverage of 4,272.13 Km (UBoS). The study was carried out in selected Sub – Counties.  
1.10.2 Content scope
The study explored the influence of e-government on service deliver in Arua district. Specifically, the study sought to assess how e-government strategies have improved access to services, how e-government services have improved quality of services and how e-government services have enhanced accountability. Electronically delivered services in the Education, Health, Agriculture, Security, Finance and other related sectors were explored.  
1.10.3: Time scope
The study explored the influence of e-government on service delivery in Arua district from 2012 to 2017. This time period was considered sufficient to examine the effect of e-governance on service delivery. The actual data collection took place between July 2017 and November 2017. 
1.11. Definitions of terms and concepts
Below are the definitions of key terms used in the research:
1.11.1 e – Government
Ntiro, S. (2000) defines e – Governance as a system of government that prioritizes the application of Information and Communication Technology gadgets to promote effectiveness and efficiency in service delivery to the public.   
1.11.2 Services
According to Zeithaml et al, (2009) Services are activities, results and strategies laid by Government and other development partners to meet the basic needs of the society. In this study services includes what government ought to provide to the citizens such as Education, Health, Security and Transport among others. 
1.11.3 Effectiveness
According to Peter F. Drucker (2006), effectiveness refers to the ability to produce the expected result. In this context is connotes the successful results produced by the electronic service delivery.

CHAPTER TWO
LITERATURE REVIEW
2.0 Introduction 
United Nations, (2003) defines electronic – governance as “A government that applies ICT to transform its internal and external relationships”. The United Nations Education Scientific Cultural Organization (UNESCO) defines electronic governance as a system of using ICT by the citizens to make the government more accountable, transparent and effective”. The United Nations Education Scientific Cultural Organization (2005) categorizes E – governance systems into three broad areas, namely; the systems that facilitate communication and information sharing, the systems champion better service deliveries and those that promote citizen involvement. 
Baguma, (2006) categorizes electronic governance into four areas namely:
e – Administration:   this mainly deals with the Management Information systems using the soft wares like Wide Area Network (WAN), Local Area Network (LAN) and websites; 
e – Citizen: this is where the citizens uses the technology literacy to share information, ideas, views and opinions about governance and how they best feel to be governed; 
e – Services: this is where the citizens enjoy electronically delivered services. Under this they benefit from the public notices relayed for various programs – jobs advert, health messages, educational messages, immigration details etc. through the televisions, phones, websites and radios; and
e – Society: is concerned with the whole development of ICT systems which enables the entire community to achieve and enjoy electronic governance services in all aspects of life. 
This chapter presents the review of literature related to E – government and service delivery. The literature review consists of the theoretical and actual review in which case the later will be based on the objectives of the study. 
2. 1 The influence of e – government strategies on access to services
According to the United Nations Organization (2003) e – governance is “A government that applies ICT to transform its internal and external relationships”. E – Governance is a system of governance which promotes technical and social relationships in order to deliver services to the public. The service providers and the technical people have to try their level best to serve according to the objectives and goals of the government.
Matavire et al (2010) defines E - Governance as a system to create accessibility, effectiveness, efficiency and accountability in governance as a result of employing, embracing and applying ICT gadgets. 
According to Sharma, (2007), e – governance promotes efficient, effective, transparent and accountable administration and management with little labour to explain the operations of government programs since the majority of the citizens can follow the services from various sources.
Evans and Yen (2006) emphasizes efficiency of e – governance as a result of technologigal and digital evolution where the use of ICT in service delivery is empirical. The electronic interaction between Government to Governments (G2G), Government to Business (G2B) and Government to Citizens (G2C) promotes efficiency and effectiveness.  However, according to Ndou (2004) whereas there is no universally agreed definition of e – governance, the limitation of e – governance to use of ICT in service delivery is so slim and limits the broader scope of e – governance.
According to Reijswoud, (2008) Information and Communication Technology facilitates e – Governance because it speeds up the communication, makes communication precise and simple. It further widens the communication network and scope at a minimal cost. He further states that ICT is the back bone of e – governance because it promotes constant service delivery for all the hours in a week. For example, the Automated Teller Machines (ATMs) enables the public to transact business any time they require the service. Besides, the use of ICT in e – governance promotes transparency and accountability among other good practices of good governance.
Reijswoud, (2008) adds that e – governance promotes good information management systems. It further promotes citizen participation in decision making as they can freely communicate their views through the abundant social Medias. This reduces rebellion, more so if the concerns raised are addressed. 
Jaeger & Thompson (2003), argues that e – governance is the way to go because it enables people to participate in politics which is a fundamental human right and gives freedom for expression of one’s inner feelings. It breaks the bureaucracy where one has to go move through so many offices and protocols to air his / her views.  
Different authors give different views on the implantation of e - governance. 
According to Borins (2002) e - Governance largely depends on Information and Communication Technology hence the IT literacy provides the benchmark for its successful implementation. Meanwhile, Stanforth (2007) upholds the interrelationships and interactions between the key actors and stakeholders in the governance process like G2G, G2C, G2B. 
According to Ciborra (2005), the low economies are not capable enough to embrace and implement e – governance, lest they become slaves to the developed economies upon whom they depend, hence neo – colonialism. similar views are advanced by Wheeler (2003) who argued that it was only the wealthy who benefited in Egypt that attempted the establishment of information technology advancement. 
Reijswoud (2008), asserts that the developing countries are being pressurized by the developed world to embrace and implement e – governance to enhance accountability, some of them even threaten to cut aid to the poor nations if they don’t expedite the process of implementing e - governance. He adds that the first world countries continually oppress the developing countries to speed up the processes of implementing e – governance to consolidate decentralization policy, accountability, bridging up the communication gap and transparency among other reasons, yet they induce the beneficiary countries to advance hefty loans for the implantation of e - governance. 
Bhuiyan (2009) points a number of challenges affecting the successful implementation of e – governance, which among others include, inadequate funds to run the programmes, lack of political will, resistance from some bureaucratic leaders who are very rigid to change, poor ICT infrastructure and lack of skilled human resource.
According to Matavire et al., (2010) many developing countries have jumped into the implementation of e – governance like a hungry housefly dropping into milk. They don’t understand how difficult it is and are ignorant about the digital division. They are not aware that there is high need for mental, skillful, material and usage access to the ICT gadgets for effective e – governance implementation.
Braa, Monteiro & Sahay, (2004) argues that the e – governance in developing countries are blindly adopted with little or no regard to the social, cultural, traditional, historical and traditional background knowledge, hence lack of awareness of the dangers and / or disadvantages they entail. In developed world, phones are used for useful business and connections but in Africa, phones are used to abuse young girls and create sexual relationships, criminal connections, theft and all forms of cybercrimes, which the countries find it difficult to fight. 
Kitaw (2006) further contends that the high illiteracy rate and poor quality of the population cannot suffice the successful implementation of e – governance, given the fact that majority cannot read or interpret the messages and / or communications sent on the social Medias. This further demeans the successful implementation of e – governance.
The United Nations Organization report (2003) observes that many developing countries cannot develop the required infrastructure for ICT to facilitate the successful implementation of e – governance. 
World Bank, (2003) and Matavire et al., (2010) observed that the implementation of e – governance is a huge challenge in developing countries as compared to the those in the developed economies. 
Ndou (2004) states that the problems faced by developing economies in implementing e – governance include poor leadership, lack of political and civic will, poor ICT infrastructure, lack of skilled labour, absence and / or lack of ICT policies, rigidity to change and poor networking.
2.2 The influence of e-government strategies on the quality of service delivery.
Matavire, et al, (2010) defines Electronic – Governance as the application of ICT for accessibility, efficiency, effectiveness and accountability of government programs. 
According to Sharma, (2007), E - governance demands the use of various ICT gadgets such as smart phones, laptops, cameras, automated door locks and smart TVs among others to make service delivery efficient, effective, transparent and accountable in the day to day activities of the government. 
Meanwhile, Evans and Yen (2006) observes that e – governance requires smooth interrelations between the various actors in the governance system if its full potential is to be realized, not ruling out competent human resource to man the operation of the ICT equipment. There should be concrete interactions and efficient communication / information flow between the government and citizens, government and business firms, governments and governments (Central and Local Governments, National and International Governments).
Budhiraja, (2005) argues that, even if all is constant and well with e – governance policies, ICT infrastructure and funding, the prevailing environment under which the government operates dictates the quality of the services delivered. He points out that the welfare of the staff, knowledge and skills, staff motivation, seniority, organizational culture and politics plat a fulcrum role of in governance to deliver services. If these factors are NOT well handled, chances are very meagre that e – governance can be accomplished to address the issues of service delivery as enshrined in the best practices of governance. 
Budhiraja (2005) observes that the government Agencies, Departments and Ministries in Uganda and other developing countries now strive to use of ICT to deliver services but these are marred with countless irregularities like concealing information, lack of efficiency / effectiveness etc. 
According to G. Harindranath and Jonathan Liebenau (1993; 62) the role of Information Technology has to be clearly recognized by the government (both central and local) service delivery to the satisfaction of the Public. It facilitates information gathering, processing and dissemination of information that is later put into practice for service delivery. 
2.3 The influence of e – government strategies enhancing accountability.
According to Ndou (2004), use of e-government has a considerable influence on service delivery. He points out that it broadens the internal communication base as the interaction between the various actors in government becomes swift, faster and simple enough. The same applies to the external networks. The improvement in external networks saves the government and the citizens from mobile movements as most transactions can be processed on line. For example, one does not now physically go to labour lining up for a passport, it’s just of feeding one’s details and the process continues. Similarly, with e – governance, the national and international obligations have been simplified since the ICT gadgets in e – governance can reach all parts of the world, hence, a global village.
Lau, (2003) outlines several positive influences of e – governance if all factors that facilitate its implementation are constant. According to him, for e – governance to have positive effects, the human resource should be well developed with a provision for Continuous Professional Development (CPD) for staff capacity building. There should also be a positive leadership that is self – motivated and driven to champion the implementation of e – governance. This kind of leadership facilitates financial, social and political support for smooth implementation.  The legal and / or regulatory framework is also important to facilitate e – governance availability of funds, ICT infrastructure, and political will to implement e – governance is important to ensure fruitful implementation of e – governance.  
The above factors then influence accountability in e – governance through; transparency, efficiency, effectiveness, responsiveness, participation, decision making, quality of goods / services delivered and timely service delivery.
Anwar Shah (2007) asserts that, one of the strategies of e – governance is to turn the world into a global village. Through this the gates to the international world is opened, hence promoting international monitoring systems and adopting the best practices. As a result of this Globalization induced by e – governance, many countries have come under tension to ensure timely, accurate and transparent accountability. The use of electronic gadgets simplifies accountability. E – governance has also has led to growth in in the economy worldwide as a result of interactions between Citizens and Business (C2B) firms has opened up. This has tuned the public from being liabilities into assets as they engage in fruitful business across the world. Many Ugandans sit at their homes and order goods and services from all over the world and without spending much on ravels, the goods are delivered at the door ways or business premises. 
The traditional systems of governance where not technologically stressing as people interacted physically. However, a number of considerations and limitations have been ushered in to account for public property and finance in the new era of e – governance and e – service delivery (Anwar S, 2007). 
According to Andrew (2003 b) poor civic capacity especially on budget and accountability) is a big barrier in eliminating accountability problems in the developing economies. Many people technical people take advantage of the public ignorance to exploit the citizens and the financial systems. With electronic means of accountability where the local population can access and assess the national financial statements on line and from various sources, the rampant corruption can be questioned. However, it is worth noting that e – government can enable the citizenry to query such service delivery accountability if their civic competence is promoted. “Civic engagement” is the empowerment of Civil Society Organizations (CSOs) with the respective actors an autonomy to voice out their concerns as championed by E –Government and E-Service delivery. 
According to Baguma, (2006), if well implemented e – governance strengthens the existing laws and enforce the implementation of accountability laws. This is because, the accountability in the era of e – governance is simple, accurate, neat and timely. It gives privileges to citizens to access accountability details, procedures and the responsible persons. This transparent and participatory approach to accountability enables the citizens to expose, name and shame the corrupt officials. E – governance opens up the eyes and minds of the citizens to be aware of their rights and obligations, like the right to information accessibility, right of access to communication gadgets like internets, freedom of information.         
While corruption has not been stated to be the main focus of e – Governance, it is expected that transparency, easy access to information on government procedures and virtual processes will reduce the scope for corruption, especially in public Institutions and key service departments like National Water and Sewerage corporation, Electricity distribution Companies, health and Education Facilities. The reason for reduction in corruption at the level of middleman results from use of computers to deliver services and increased information to the citizens.
2.5 Summary of the literature 
The Uganda government embraced and adopted e - governance to change the operational and cultural design of governance to meet the competing, emerging and complex demands of her citizens. According to the National e – Government Frame Work, (2010), the government came up with a number of interventions to ensure faster implantation of the new approach to the governance. However, most of these interventions could not survive given the ill preparation and inadequate domestic funds invested into the governance system. However, amidst challenges some of the programs and projects that targeted the entrenchment of e – governance in Uganda succeeded. This explains why Uganda is considered as one country that has adopted e – governance. 
The above literature covers a wide spectrum of the existing literature about e – governance critically looking at the challenges, success stories, interventions and way forward advanced elsewhere in introducing, adopting and eventually implanting e – governance. The literature review is based on the objectives of the study (Rwangunga and Asiime, 2007). 
In conclusion, this Literature review explores the check tools and best practices that would enable e – governance to thrive well in many countries. Throughout the literature there is no clear indication that e – governance has recorded greater success in any district in Uganda, most of the literature is based on the attempted interventions, challenges and suggested actions for good implementation of the e – governance programs in Uganda and developing economies. 

CHAPTER THREE
METHODOLOGY
3.0 Introduction
Kothari, (2004), defines research methodology a systematic procedure, process and analytical way of finding a solution to a problem.  It involves methods of description, explanation and prediction to find solutions to existing challenges; methodology answers the how, where, when and why undertake a study. This chapter therefore consists of Research Design, Area of study, population of the study, the Sample size, the Sampling techniques, Methods / tools of Data collection, Reliability and Validity, data processing and analysis and Ethical Considerations. 
 3.1 Research Design
This research employed a Cross – sectional study Design which consisted of quantitative / qualitative analysis. Cross-sectional research design is a study conducted at a specific point in time with no aim of following up respondents, (Amin, 2010). Quantitatively, the study was used structured questionnaire to collect, analyze and present numerical data. According to Leedy (1993), Quantitative Research Methods numerically considers the relationships between the existing phenomenon and the effect of the prevailing circumstance. This helped in drawing statistical conclusions about the study variables. Qualitatively the study utilized interview guide to generate in-depth information from key informants. This helped in providing meaning to quantitative findings. Quantitative approach was used to investigate numerical aspects of the subject under study. These included respondents‟ characteristics and quality of e – governance Social Services and / or accessibility of different e - government services while qualitative approach was used to investigate non-numerical aspects of e-government services including perceptions and attitudes, opportunities, constraints and strategies that can be used to improve youth participation in poverty alleviation programmes. Quantitative approach helped to address the questions of “what”, “when” and “where” in this study while qualitative approach addressed the questions of “why and “how”. The use of mixed method in this study helped in maximizing the benefits of each one of them while minimizing the weaknesses of each.
3.2 Study population 
The study population refers to the people or subjects identified by the researcher to obtain basic information on the topic being researched (Eldredge J, Weagel E & Kroth P, 2014). The study population technical and political local government officials and / or staff. The District local government officials (technocrats) and politicians in Arua district were main respondents in this study. Respondents and participants in this study were selected from different departments in the district such as health, finance, information, planning, education, community based services, district council and many others.
3.3 Sample size and selection 
The sample size is the Number of participants capable of being part of the study (Evans et al. 200). The Morgan table was used to determine the sample size of 80 respondents who participated in the study (Krejcie & Morgan, 1970). Using a simple random sampling technique 70 technocrats was selected from different departments. The researcher used purposive sampling to select 10 political leaders who were key informants in this research. Below is the table showing the distribution of the Sample;
Table 3.1: Study population and Sample Size 
Category 	Total Population 	Sample 	Sampling technique	
Political leaders	30	10	purposive sampling 	
Technocrats 	178 	70	Simple random sampling 	
Total 	182	80 		
Source: Adopted and modified from Krejcie & Morgan, (1970) table cited in Amin, (2005)
3.4. Sampling techniques and Procedure 
Sampling is statistical selection method to identify the desired number of respondents out of a target population. It means the selection of a portion of the universe/population to represent a whole (Amin, 2010). Using simple random sampling technique, 70 respondents were selected from different departments as follows; Health department (15), Finance department (14), Administration department (12), Planning department (8), District Service Commission (8), Information department (7), Education and Sports (3) and Community Based Services department (4). Purposive sampling was used to choose 10 political leaders from Arua district.
3.6 Data Collection Methods and Tools 
3.6.1 Questionnaire 
According to Bell (1999) a questionnaire refers to a structural technique of raw (primary) data collection. It consists of relevant number of written questions to get answers from respondents. The researcher used open and closed ended questions to obtain data from the district technocrats. This method of data collection is selected over self-administered questionnaire because it allows a researcher to collect data even from illiterates; it also eliminates error and inconsistencies in interpreting questions as well as saving time (Bell 1999). The constraint to this method is that respondents may feel offended by some questions and fail to give right response. This was minimized by assuring respondents confidentiality of any information they share with the researcher this is because most of the youth here are literate and therefore are able to read and write. In this case, the researcher asked questions while recording the responses in the questionnaire. The researcher ensured completeness of the questionnaire before leaving the respondent. The major importance of open-ended question is the liberty it gives the respondent while answering the questionnaire though its answers are complicated when it comes to coding. On the other hand, analysis and coding of responses to close-ended questions are easy though the respondent is limited in providing information. 
3.6.2 Focus Group Discussion 
A Focus Group Discussion (FGD) is conceived as a group discussion which comprises of between six and ten people who come together to put forward their experiences or opinions on a topic of the researcher’s interest. Gilbert N. (2008). An FGD gathers respondents with related experience to manage and share ideas about a topic the researchers are interested in (Amin, 2005). 
The researcher selected between 6-10 participants with similar socio-economic characteristics. Four focus group discussions were conducted with randomly service users Arua district. The researcher conducted two (2) FGDs for female respondents and another two (2) FGDs for male respondents respectively. During the process of conducting the focus group discussions the role of the researcher was to facilitate and guide the discussion while all the proceedings of the discussions was recorded using a tape recorder and later transcribed. 
According to Puchta and Potter (2004) and Stewart et al. (2007) as cited in Gilbert N, (2008), the success of a focus group discussion is largely determined by the competence of the facilitator/leader.
FGDs was mainly be used to assess deeper subjective explanations, opinions and perceptions of the respondents about the existing e-government services and its availability and accessibility understand the nature the of e-government services and how people are accessing the services and whether the e-government services are promoting good governance and accountability in Arua district. FGDs provide quick and rich data at a relatively low cost as a group of selected informants was gathered at one point and answers to the questions will be spontaneous. 
3.6.3 Key Informant Interviews
An interview guide was designed to collect data from key informants; this involved face to face interaction between the researcher and the respondents. This tool was used to generate in-depth information on e-government and service delivery, good governance and accountability from key informants. 
Interviews are series of purposeful conversation between a data collector and a data giver in an effort to solve or understand a given phenomenon or situation. According to Dian K. in her Book “Sociology in our time, (2007:54)” an “interview is a data collection encounter in which an interviewer asks the respondent questions and records the answers”. 
Richard in his book, Sociology, (2005:37) does not seem to have a different view of what interviews are, when he wrote that, “in an interview, the researcher obtains information through face-to-face or telephone questioning”. The researcher used unstructured interviews because of their flexibility. Each respondent was catered for by asking questions in a manner which facilitates understanding or communication between the researcher and the respondent. Diana (2007:62) defined unstructured interview as an extended, open-ended interaction between an interviews are the way to get “deeper” to learn what things mean to the study subjects. (Diana K.2007:56). Interviews allow for probing and prompting. Probing follow up questioning to get a fuller response; it may be non-verbal or verbal. 
Basing on the above, unstructured interviews are advantageous because the interviewer can be able to adopt various questioning techniques, clarify doubts by repeating or re-phrasing the questions properly to enable the respondents understand the questions and to clearly understand their responses. The respondents will be given chance to express their opinions, knowledge and experiences. 
3.6.4 Document review 
Secondary data was obtained from various district relevant offices by reviewing documents of ICT and National Guidance Ministry and other relevant documents.  Researcher used existing materials and analyzed data that were originally collected by others. This method is good in that it allows for readily available and inexpensive data to be used, the researcher often does not collect the data personally, therefore, the likelihood that the researcher may be biased can be minimized it can be noted that the use of existing data sources can facilitate the analysis of a longitudinal data to provide a historical context within which to locate original research. Textbooks, journals, newspapers, national and international policy documents, reports and bulletins containing information about the variables understudy was reviewed basing on the objectives of the study. However, documentary review may have inherent problems; for example, data may be incomplete, inaccurate or unauthentic. It’s also right to appreciate that there is no single best research method because of the “complexity of social reality and the limitations of all research methodologies” many sociologists believe that it is best to use many methods in a given study thus triangulation (Dian 2007:57-59). This brief account thus justifies the researcher’s choice to include documentary review as one of the data collection methods.
3.7 Validity and reliability 
Reliability refers to the percentage at which the researcher gets a consistent result after several repeated tests. To make sure that the instruments are reliable, questionnaires and interview guides were designed and pre-tested with the local government officials of the neighboring Uleppi and Okollo Sub-Counties. Amin (2004) says that testing and re – testing can be more reliable when the instruments being tested and the tests are carried under similar conditions.  Validity of the instruments was ensured through discussing with colleagues, pilot respondents and fellow MPA participants about what the instruments intend to measure and asking them whether the instruments designed are likely to capture the required data. The researcher used Content Validity Index (CVI) to measure the validity of the research instruments for this study. The CVI was measured using the formula:
                    CVI =  
The CVI was more than 0.7, implying that the instrument was valid (Amin, 2004; Kathuri & Palls, 1994). 
3.8. Data Collection procedure
According to Kothari, (2004), data collection procedure refers to logical method of collecting and measurement of data form various and parallel sources for accuracy. A cover letter was obtained from the Head of Higher Degrees at UMI. The researcher went to the field with the relevant documents to collect the data. The collected data was then then edited, coded and entered into the SPSS software programme to generate meaningful statistical data.
3.9 Data analysis 
According to Enon (2002), Data Analysis is the method to organize, summarize and make meaning / clarity of the data collected. It is the process of organizing data so that the reader can make meaning out of it. The instruments used to collect data collected information that yielded both qualitative and quantitative data, Mugenda and Mugenda, (1999). The raw data obtained is cleared and organized systematically into comparable data. How data is analyzed and the way in which it is presented is an important part of the research process. 
3.9.1 Quantitative Data Analysis
According to Sesay (2011), the purpose of conducting a quantitative analysis is quantifying findings into numeric form for easy interpretation. Quantitative data that was got from the questionnaires was analyzed using SPSS for frequency and percentage generation. The results were presented in tables, charts and figures.
3.9.2 Qualitative Data Analysis
According to Tuckman and Harper (2012) a qualitative research has a concrete relationship between collection of data and analysis of data to ensure accurate data interpretation.  Qualitative data got from interviews, focus groups and open questions in the questionnaire was analyzed using content analysis technique and was presented in form of quotes. This was important because it allowed the researcher to logically organize data which could not be qualified.
3.10. Measurement of variables 
The e – Government was measured by the district’s ability to apply ICTs for service delivery such as health information, mobilization, education, recruitment, procurement, enumeration, election and others (Ntiro, S. 2000). Quality of service delivery was measured using construct such as cost, time, and appropriateness. Both e-government and quality of service delivery was examined using the guidelines provided by Blake and Lansdell (2000) giving a score ranging between 1 and 5 where; 5 = Strongly Agree and 1= Disagree.
3.11 Ethical Considerations
According to Amin, (2010) Research ethics refer to the best practices regarding the conduct of the researchers and / or research organizations in dealing with the key stakeholders in a course of a study. 
The following are ways in which ethical issues were considered in this study;
To ensure access to information and for purposes of security, permission was sought form the Authorities of Arua District Local Government after obtaining an introductory letter from Uganda Management Institute. 
The respondents were notified of high level of data confidentiality which was purely for study purpose. The researcher introduced himself clearly with documentary evidence, to the respondents to avoid doubts.
Formal and / or oral consent was sought from the respondents before administering the questionnaire and interview guides respectively.

CHAPTER FOUR
PRESENTATION, INTERPRETATION AND DISCUSSION OF FINDINGS
4.0. Introduction
This Chapter presents findings of the study based on three main objectives, namely; assess the influence of e-government strategies on access to services among citizens, assess the influence of e-government strategies on the quality of service delivery and examine the contribution of e-government services in enhancing accountability in service delivery. Quantitative data was analyzed using SPSS version 15.0 and findings are presented in tables and figures. Qualitative data was analyzed using content method and the findings are presented in form of quotes. 
4.1 Response rate
The study targeted a sample size of 80 respondents comprising of 70 technocrats and 10 political leaders. All of them responded resulting into a response rate of 100%.
4.2 Socio-demographic characteristics of respondents
Respondents were asked to state their personal identifications such as age, sex, education level, department and years of experience. The findings are presented in table 4.1 below;
Table 4.1: Age of respondent	
Age group	Frequency	Percent	
	15-24 years	4	5.7	
	25-34 years	16	22.8	
	35-44 years	41	58.6	
	45 and above	9	12.9	
	Total	70	100.0	

The findings presented in table 4.1 above indicate that majority of respondents (58.6%) were between 35 – 44 years old, followed by those who are 25 – 34 years (22.8%), 45 years and above years (12.9%) and lastly those between 15 – 24 years old. This implies that most of the workers at Arua Local Government in the in the middle of the working age in Uganda.
Figure 4.1: Sex of respondents

The findings presented in figure above clearly shows that most of the respondents in this study were males represented by 61.4% compared to their female counterpart who only accounted for 38.6% of the total number of respondents.
Table 4.2: Level of education	
		Frequency	Percent	Valid Percent	
Valid	Masters	5	7.1	7.1	
	Bachelor	28	40.0	40.0	
	Diploma	22	31.4	31.5	
	Certificate	14	20.0	20.0	
	Others specify	1	1.4	1.4	
	Total	70	100.0	100.0	
Findings presented in table 4.2 above indicate that most of the respondents had Bachelor’s qualification (40%), followed by those with Diploma (31.5%), Certificate (20%), Masters (7.1%) and last 1.4% with other qualification. This implies that majority of Local government employees are graduates.

Table 4.3: Department of respondents	

	Departments	Frequency	Percent	Valid Percent	
Valid	Planning department	8	11.4	11.4	
	District Service Commission	8	11.4	11.4	
	Information	7	10.0	10.0	
	Finance	14	20.0	20.0	
	Health	15	21.4	21.4	
	Administration	12	17.1	17.2	
	Education and Sports	3	4.3	4.3	
	Community Based Services	3	4.3	4.3	
	Total	70	100.0	100.0	

Findings from the table above indicate that majority of the respondents were Health department (21.4%), followed by those from Finance department (20%), Administration department (17.2%), Planning department (11.4%), District Service Commission (11.4%), Information department (10%), Education and Sports (4.3%) and Community Based Services department (4.3%).
Table 4.4: Years in the department	
Years of experience 	Frequency	Percent	Valid Percent	Cumulative Percent	
Valid	Less than 1 year	6	8.6	8.6	8.6	
	1-3 years	13	18.6	18.6	27.1	
	More than 3 years	51	72.8	72.9	100.0	
	Total	70	100.0	100.0		

The findings presented in the table above indicate that majority of respondents had more than three years’ experience of work in their respective departments represented by 72.8%, followed by those who had between 1 – 3 years of work experience represented by 18.6% and those with less than one – year experience of work in the department represented by 8.6%. This finding implies that majority of the participants in this study were in position to respond to issues pertaining electronic governance.
4.3 Accessibility of e-government services
This was one of the objectives of this study which was aimed at examining accessibility of e –government services by citizens of Arua District Local Government. In order to achieve this objective, respondents were asked to indicate their level of agreement or disagreement with numerous statements related to accessibility of e-government services. The findings of the study are presented in table 4.5 below;
Table 4.5: Accessibility to e-government services in Arua district
Statements on accessibility to e-government services	SD	D	N	A	SA	
Our Local government delivers most services electronically	15(21.4%)	33(47.1%)	6(8.6%)	12(17.1%)	4(5.7%)	
It is easy to access internet in this area	21(30%)	29(41.4%)	7(10%)	13(18.6%)	0(0%)	
Arua district LG has a well-organized and functioning websites	2(2.9%)	9(12.9%)	3(4.3%)	32(45.7%)	24(34.3%)	
Our citizens are conversant about electronic service delivery	31(44.3%)	25(35.7%)	6(8.6%)	3(4.3%)	5(7.1%)	
Our Local Government has all the facilities and support for to facilitate E- Service delivery	29(41.4%)	19(27.1%)	3(4.3%)	11(15.7%)	8(11.4%)	
majority of our citizens are conversant with use of internet	31(44.3%)	25(35.7%)	6(8.6%)	3(4.3%)	5(7.1%)	
Our citizens and staff get timely information through electronic means	27(38.6%)	10(14.3%)	6(8.9%)	18(25.7%)	9(12.9%)	
Our staff and /or employees attend frequent workshops on E- Government	38(54.3%)	21(30%)	3(4.3%)	8(11.4%)	0(0%)	
We have frequent sensitization programs to educate the masses on electronic governance and service delivery	41(58.6%)	16(22.9%)	13(18.6%)	0(0%)	0(0%)	

The findings presented in table 4.5 above show that when respondents were asked whether their Local government deliver most services electronically, majority of respondents (47.1%) disagreed, 21.4% of the respondents strongly disagree while 17.1% and 5.7% agreed and strongly agreed respectively. This finding seems point that Arua district local government does not deliver most of its services electronically.
When respondents were asked whether it is easy to access internet in the area, most of the respondents disagreed (41.4%), 30% of the respondents strongly disagreed while 18.6% of the respondents agreed. This finding partly explains why Arua district local government does not deliver most of its services electronically. A key informant was quoted in interview;
“There are very good e – governance systems in place but using them is still a challenge in our district because we lack facilities such computers, internet and well developed IT department. Most of our staff also lacks sufficient knowledge in information technology”
This finding seems to point to the fact that even if the district has a website that can facilitate e-governance, it has not very helpful in delivery of services.
Respondents were also asked whether Arua district local government has a well-organized and functioning website, the findings show that majority of the respondents (45.7%) agreed, 34.3% strongly agreed while about 12.9% disagreed with the statement. The LCV of Arua district was quoted on the issue of website;
“Yes, we have a very good website but the challenge we still have is lack of well – functioning IT department that can always update information on our website. The website still has very old information and yet a lot has changed over time”

In this study, respondents were asked whether most citizens of the district are conversant with electronic service delivery. The findings of the study show that most of the respondents (44.3%) strongly disagreed, 35.7% of the respondents disagreed, 8.6% were neutral, 7.1% strongly agreed while only 4.3% agreed with the statement. This finding seems to point to the fact that most of the citizens of Arua district are still ignorant about electronic service delivery.
Respondents in this study were also asked to indicate their agreement or disagreement with the statement that their Local Government has all facilities and support to facilitate electronic service delivery. The findings of the study show that most of the respondents disagreed (41.4% strongly disagreed and 35.7% disagreed) while 15.7% and 11.4% of the respondents agreed and strongly agreed respectively. When respondents were asked whether citizens and staff get timely information through electronic means, 38.6% strongly disagreed, 10% disagreed while 25.7% and 12.9% of the respondents agreed and strongly agreed respectively.
In order to ascertain the level of public awareness on e-governance, respondents were asked whether Local Government employees attend workshops in e-government. Findings reveal that most of the respondents (54.3%) strongly disagreed, 30% disagreed while only 11.4% of the respondents agreed with the statement. Similarly, respondents were also whether there are sensitization programs to educate the masses on e-governance and service delivery. The findings indicate total disagreement with the statement.
4.3.1 Rating access to e-government services
Respondents in this study were asked to rate the level of access to e-government services in Arua district. The findings are presented in figure 4.2 below;
Figure 4.2: Rating access to e-government services 

In the findings, 50% of the respondents rated it as being fairly accessible, 28.6% rated it as being poorly accessible, 11.4% rated as being very accessible while 10% of the respondents rated as not accessible. This finding implies that access to e-government services in Arua district is still low which has implication on delivery of e-services.
4.3.2. Electronic government systems available in Arua District Local Government
This study also asked respondents to mention electron government system available in their district. This was a multiple response question and respondents would give more one response. The findings of the study are presented in figure 4.3 below;
Figure 4.3: e-government services available in Arua district

The findings presented in figure 4.3 above indicate that integrated financial management system was mentioned most times by respondents represented by 67.1% of the total responses, followed by integrated personnel management system (38.6%), followed by health management information system (22.9%), followed by e-procurement (5.7%0 and lastly performance monitoring management information system (4.3%). This finding implies that the most known e-system in Arua district are integrated financial management system, integrated personnel management system and health management information system.
4.4 Relationships between e-government strategies and quality of service delivery
This was one of the objectives of this study which was aimed at examining the relationships between e-government strategies and quality in service delivery. In order to achieve this objective, respondents were asked to indicate their agreement or disagreements with numerous statements related to the relationship between e-government strategies and quality in service delivery. The findings of the study are presented in table 4.6 below;
Table 4.6: e-government strategies and quality of service delivery in Arua district
Statements e-government strategies and quality of service delivery	SD	D	N	A	SA	
Implementation of e-government has allowed database sharing	21(30%)	6(8.6%)	15(21.4%)	15(21.4%)	13(18.6%)	
Implementation of e-government has reduced the time taken to process a transaction	10(14.3%)	3(4.3%)	7(10%)	26(37.1%)	24(34.3%)	
Implementation of e-government has improved record Management	6(8.6%)	4(5.7%)	13(18.6%)	36(51.4%)	11(15.7%)	
Implementation of e-government has enabled citizens to access some facilities online	13(18.6%)	19(27.1%)	13(18.6%)	10(14.3%)	15(21.4%)	
e-government has increased the speed with which citizens are served	10(14.3%)	7(10%)	24(34.3%)	25(35.7%)	4(5.7%)	
e-services has led to user satisfaction in our local government	14(20%)	25(35.7%)	12(17.1%)	19(27.1%)	0(0%)	
E-government has improved quality of service delivery in this district	15(21.4%)	18(25.7%)	11(15.7%)	26(37.1%)	0(0%)	

When respondents were asked whether the implementation of e-governance has allowed data base sharing, majority of respondents (30%) strongly disagreed, 21.4% agreed, 21.4% were neutral, 18.6% strongly agreed while 6% of the respondents disagreed. On whether implementation of e-governance has reduced the time taken to process transaction, majority of the respondents agreed (37.1%), 34.3% strongly agreed, 14.3% strongly disagreed, 10% were neutral while 4.3% disagreed.
The findings also indicate that most of the respondents agreed that implementation of e-governance has enabled citizens to access some facilities on line that is 27.1 disagreed while 18.6% strongly disagreed. However, 21.4% of the respondents strongly agreed while 14.3% agreed with the statement. Similarly, on whether e-governance has increased the speed with which citizens are served, 35.7% agreed, 34.3% were neutral, 14.3% strongly disagreed, 10% disagreed while 5.7 agreed.
When asked whether e-governance has improved the quality of service in Arua district, 37.1% of the respondents agreed with the statement while 25.7% disagreed. This finding seems to point to the fact that e-governance has somehow improved the quality of service delivery in Arua district local government.
In relation to the relationship between e-government strategies and quality of service delivery, FGD participant was quoted to have said;
“e-governance has increased the speed of service delivery. Nowadays you don’t need to keep carry heavy files of documents to Kampala. Things are done on line. The old systems were very hectic where you need to frequently travel to Kampala”
4.5 Effectiveness of e-governance in promoting accountability
This was also aimed at examining the effectiveness of e-governance in enhancing public accountability. Respondents were asked to show their agreement or disagreement with numerous statements related to the effectiveness of e-governance in enhancing public accountability. The findings are presented in table 4.7 indicated below;

Table 4.7: Effectiveness of e-government in promoting accountability in Arua district
Statements on e-government and accountability	SD	D	N	A	SA	
The public is able to access all financial transactions of your local government	16(22.9%)	16(22.9%)	7(10%)	24(34.3%)	7(10%)	
Your pay roll is managed electronically	3(4.3%)	0(0%)	4(5.7%)	34(48.6%)	29(41.4%)	
Annual and quarterly accountability of your local government is done electronically	11(15.7%)	4(5.7%)	4(5.7%)	33(47.1%)	18(25.7%)	
Budgets and accountability is available for public view and comments	16(22.9%)	13(18.6%)	10(14.3%)	27(38.6%)	4(5.7%)	
e-government has led to transparency in your local government	17(24.3%)	3(4.3%)	29(41.4%)	21(30%)	0(0%)	
e-government has increase community involvement in your local government	19(27.1%)	18(25.7%)	26(37.1%)	7(10%)	0(0%)	
e-government has led to timely accountability in your local government	16(22.9%)	10(14.3%)	16(22.9%)	24(34.3%)	4(5.7%)	
The findings presented in table 4.7 above indicate that majority of the respondents agreed with the statement that e-governance has enabled public to access all financial transactions of their local government (34.3% of the respondents agreed compared to 22.9% who disagreed). The findings report almost universal acceptance that local government pay roll is managed electronically since 48.6% agreed with the statement and 41.4% even strongly agreed with the statements.
The findings also indicate that majority of respondents, 47.1% and 25.7% agreed and strongly agreed respectively with statement that annual and quarterly accountability of local government is done electronically. Similarly, majority of respondents agreed with the view that budgets and accountability are available for public views and comments. Majority of the respondents (41.4%) were neutral on the view that e-governance has led to transparency in local government. However, 30% of the respondents agreed while about 28.6% disagreed with the view.
When asked whether e-governance has increased community involvement in local governance, majority of the respondents, 27.1% strongly disagreed and 25.7% disagreed with the view. The findings of this study also show that majority of the respondents (34.3%) agreed with the view that e-governance has led to timely accountability in local government.
4.6 Challenges of e-governance and electronic service delivery in Arua district
In this study, respondents were asked to mention some of the challenges of e-governance and service delivery in their local government. It was a multiple response question and respondent was at liberty to mention as many responses as possible. The findings of the study are presented in the figure 4.4 below;
Figure 4.4: Challenges of e-governance and service delivery

Unstable network was mentioned more times as a challenge to e-governance and service delivery in Arua district local government represented by 78.6% of the total number of responses. It was followed by power shortage that accounted for 64.1% of the total number of responses. Other challenges then followed such as lack of knowledge (44.3%), high cost of maintaining machines (25.7%), shortage of computers (20%), congestion in the system (14.3%), negative attitudes towards the system (4.3%) and lack of control by user departments (4.3%).
4.7 Strategies to overcome challenges of e-governance and service delivery
Respondents were also asked suggest strategies that can be used to overcome the challenges of e-governance and service delivery in Arua district local government. The findings of the study are presented in figure below;
Figure 4.5: Strategies to overcome challenges of e-governance and service delivery

The findings presented in figure above indicate that building the capacity of user was mentioned more times as a strategy for overcoming challenges of e-governance and service delivery in local government represented by 52.9% of the total number of responses. The respondents also suggested use of alternative sources of power other than electricity represented 51.4% of the total number of responses. The respondents also suggested improvement in internet connection (21.4%), reducing cost of computers and internet (14.3%), providing e-governance equipment (12.9%), reporting system failure to Central government (7.1%), budgeting and spending according to cash limit (7.1%), recruitment of ICT personnel (4.3%) and improving the E –Systems (4.3%).

CHAPTER FIVE
DISCUSSIONS, CONCLUSIONS AND RECOMMENDATIONS
5.0 Introduction
This Chapter presents summary and discussion of findings, conclusions according to the objectives of the study, recommendations based on study findings and areas for further research.
5.1 Summary of findings
Access to e-government services in Arua district local government is still low as most of the services are delivered manually. The study also found that most of the local government staffs in Arua district are not conversant with e – government systems. Citizens and local government staffs do not get timely information through electronic means. The major e-government services available in Arua district include Integrated Financial Management Systems, Integrated Personnel Management System and Health Management Information System

The findings of this study also show that the implementation of e-governance has reduced the time taken to process transaction. It also shows that e-governance has improved the quality of service in Arua district. This finding seems to point to the fact that e-governance has somehow improved the quality of service delivery in Arua district local government. Similarly, e-governance has increased the speed with which citizens are served. However, the findings also indicate that most of the respondents disagreed with the view that implementation of e-governance has enabled citizens to access some facilities on line and that e-governance has allowed data base sharing.

The findings of this of this study also indicate that e-governance has improved public accountability as evidence by majority ageing to the view that e-governance has enabled public to access all financial transactions of their local government. The findings report almost universal acceptance that local government pay roll is managed electronically. Annual and quarterly accountability of local government is done electronically. The e-governance have enabled budgets and accountability to be available for public views and comments. 

The study identified challenges to e-governance and service delivery including but limited to unstable network, power shortage, lack of knowledge, high cost of maintaining machines, shortage of computers, congestion in the system, negative attitudes towards the system and lack of control by user departments. Respondents in study suggested strategies to overcome these challenges including but not limited to; building the capacity of user, use of alternative sources of power other than electricity, improvement in internet connection, reducing cost of computers and internet, providing e-governance equipment, reporting system failure to Central government, budgeting and spending according to cash limit, recruitment of ICT personnel and improving the e-governance systems.
5.2 Discussion of major findings 
Discussion of the finding are sectioned according to the three objectives of the study, namely; influence of e-government strategies on access to services, influence of e-government strategies on quality of service delivery and how e-government strategies have enhanced accountability.
5.2.1 Influence of e-government strategies on access to services 
This study found out that access to e – government services in Arua district local government is still low. The district local government staffs are aware of the e – government systems such as Integrated Financial Management Systems, Integrated Personnel Management System and Health Management Information System. However, the systems have been fully used to deliver services to the people because of several limitations such as unreliable internet, shortage of computers, shortage of skills among staffs and citizens. This finding is in line with the findings of Matavire et al., (2010) who identifies access problems such as mental access, skills access, material access and usage.  Besides, use of electronic services such as integrated financial management system, integrated personnel management system, health management information system, e-procurement and performance monitoring management information system was recorded.
In relation to the access challenges to e-government services such as unstable network, power shortage, lack of knowledge, high cost of maintaining machines, shortage of computers, congestion in the system, negative attitudes towards the system and lack of control by user departments.
According to Braa, et al, (2004) the use of ICT's in the developing economies is adopted without critical considerations of prime factors such as cultural diversiies, socio – economic and historical backgrounds. Similarly, Kitaw (2006) asserts that the high illiteracy rate and incapability of the local population to use the ICT gadgets that drives service delivery in e – Governance compels the deserved efficiency and effectiveness of service delivery in the e – governance regime.
5.2.2 Influence e-government strategies on quality of service delivery
The findings of this study also show that the implementation of e-governance has reduced the time taken to process transaction as evidenced by majority of the respondents agreeing with this view. It also shows that e-governance has improved the quality of service in Arua district. This finding seems to point to the fact that e-governance has somehow improved the quality of service delivery in Arua district local government. Similarly, e-governance has increased the speed with which citizens are served. This finding concur with findings of Ndou (2004) who pointed out that Application of ICT in e – governance bridges the gaps in the communication systems with the public and other players in governance. The communications become faster, simple and broad within a shorter time.
Accountability is another great positive influence of ICT on service delivery. Matarvirc et al (2010), concurs with this finding in that the public has access to information on all government activities through Tvs, Cameras, Smart phones etc. This compels them to find out and / or expose what they think is not right in governance. The participatory approach to governance issues through the use of ICT reduces on corruption.
The findings of this of this study also indicate that e-governance has improved public accountability as evidence by majority ageing to the view that e-governance has enabled public to access all financial transactions of their local government. 
5.2.3 How e-government strategies have enhanced accountability
This study point to the fact that e-government is effective in enhancing accountability among local governments. The findings of this of this study also indicate that e-governance has improved public accountability it has enabled public to access all financial transactions of their local government. The local government pay roll is now managed electronically. Annual and quarterly accountability of local government is also done electronically. The e-governance has enabled budgets and accountability to be available for public views and comments. The findings of this study is in line with Sharma, (2007) who asserted that e – governance involves the use of ICT for efficient, effective, transparent and accountable service delivery. However, majority of the respondents disagreed with the view that e-governance has led to transparency in local government and that e-governance has increased community involvement in local governance, majority of the respondents.
5.3 Conclusions 
Based on the findings, the study concludes that the accessibility to e – government services in Arua District Local Government is still low. Although the district has a well-functioning website, it does not deliver most services electronically and besides, it not easy to access internet in the area. Most citizens of the district are not conversant with electronic service delivery. The district does not have all facilities and support to facilitate electronic service delivery. 
Although access to e-government services is still low in Arua district, the study found out that the implementation of e-governance has reduced the time taken to process transaction. It also shows that e-governance has improved the quality of service in Arua district. Electronic governance has increased the speed with which citizens are served. The study also found out that e-governance has improved public accountability since annual and quarterly accountability of local government are made electronically and the public have access all financial transactions of their local government. 
5.4 Recommendations 
Below are the recommendations based on the findings of the study:
The Ministry of Local Government should build the capacity of District Local Government staff in Information Technology (IT) through short trainings and other tailor – made programmes. Most of the staff in district Local Government lack sufficient IT skills to use e – governance systems. This will reduce complaints related to system not helpful and will enabled the staff to appreciate the importance of electronic service delivery in local governments.

There is need for the government to address the challenge of power shortage in rural areas through intensification of rural electrification program. Most of the Sub-Counties in Arua district do have reliable power to facilitate use of computers which affects the operation of e-government systems. The use of alternative power sources such solar system in areas where there is no electricity will help in enhancing use of electronic service delivery.

There is need to sensitize the local government staff on positive attitude change towards e – governance systems through sensitization and persuasion. The staff who have been in the old analogue systems should be encouraged to participate in refresher and retooling trainings.

Ministry of local government should use awards to motivate those who excel in the implementation of e – governance. This would create a sense of healthy competition among the staff and Local Governments across the country.

There is need for favorable and effective e-government policies in the country. In the bid to adopt e – governance, all the Local Governments, Ministries, Departments and Agencies should be encouraged to implement the existing policies and legal frameworks and fix all the gaps for smooth implementation.
5.5 Areas for further research 
The study recommends the following areas for further research;
1. The level of awareness on e-government services among the rural population.
2. Hindrances to use of e-governance in rural districts in Uganda

REFERENCES
Abernethy and Chua (1996); A field study of control system redesign: the impact of institutional
process on strategic choice”, Contemporary Accounting Research, Vol. 13 No. 2, pp. 569-606.
Anwar Shah (2007). Performance accountability and combating corruption. Public Sector 
Governance accountability series. World Bank. Washington D.C.
Anwar (2006). Local Governance in Developing Countries. Public service Governance and 
Accountability series. World Bank, Washington, D. 
Accenture (2002); E – Government leadership – realizing the Vision; the government executive 
series. 
Ball (2000);  Performativity and fabrication in the education economy: towards the per-formative
society. The Australian Educational Researcher, Vol. 27 No. 2, pp. 1-23.
Blake and Lansdell (2000); Quality in initial teacher education.  Quality Assurance in Education
Volume 8. pp. 63- 69
Banerjee (1990); A synoptic View of Indian IT Policy. Information Technology Policies, 
Proceedings of the workshop held at Beaumont College, UK.
Carpenter and Feroz (2001); Institutional theory and accounting rule choice: an analysis of four 
US state governments’ decisions to adopt generally accepted accounting principles, Accounting, Organizations and Society, Vol. 26 Nos 7/8, pp. 565-90.
Commonwealth Secretariat; (2004); current good practices and new developments in public 
service management. A profile of the Public Service in India. United Kingdom.
Commonwealth Secretariat (2005); the Commonwealth, ICTs and Development. A report to the 
CHOGM (2005). London.
Evans, M.; Hastings, N.; and Peacock, B. (200) Statistical Distributions, 3rd ed. New York: 
Wiley.
Fukumaya (1999); Social capital and civil society; the Institute of public policy, George Mason 
University; (Washington D.C; IMF).
Gupta (1990); IT Initiatives in South East Asia in Information Technology for development.
2006. 
Heeks (2002). e-Government in Africa: Promise and Practice. Paper no. 13,e-Government 
Working Paper Series. Institute for Development Policy and Management University of Manchester.
Harindranath and Jonathan Liebenau (1993); Information technology policies and applications in 
the commonwealth Developing Countries Commonwealth Secretariat.  Marlborough House, Pall Mall, London.
International Institute of Communication and Development / Economic commissions for Africa 
(2005). Experiences in ICT for Education, Livelihoods and Governance in six African countries. 
Jaeger and Thompson (2003), E-Government around the world: Lessons, challenges, and future 
directions”, Government Information Quarterly, Vol 20, No.4, pp 389-394.
Jorg Wiegrtz (2009). Training Business culture and Economic Development. Uganda’s human 
resource challenges. Fountain Publishers, Kampala.
Kiyaga & Nsubuga (2007); Report on the African Regional Symposium held in Kampala, April 
Kaul (1987); National Policies and intervention processes. London
Karla and Stiglitz (2009); Modern Economic Theory and Development. India
Lau (2003); Challenges for e-Government development, 5th global forum reinventing 
government, Mexico City, 5th November 2003, OECD e-Government project.
Layne & Lee (2001); Developing fully functional E-government: A four Stage Model. Journal 
of Enterprise Information Management, Government Information Quarterly, No 18, 122-136. 
Matavire and Brown (2008); Investigating the use of “Grounded Theory” in Information Systems 
Patel (1987); Impact of IT on Government systems: Country study of India. Searching for a 
paddle; Trends in IT applications in Asian Government systems. Kuala Lampur.
Research., In Proceedings of the 2008 annual research conference of the South African Institute of Computer Scientists and Information Technologists.
Shehagiri, N. (1990); Management of technological change. Information Technology in India, 
Commonwealth Secretariat, London.
Suandi and Chong (1989); The HDB experience in automation. Information Technology for Development.

APPENDICES
APPENDIX 1: QUESTIONNAIRE FOR TECHNOCRATS

Dear respondent, 
I am Etuka Isaac Joakino, a student of Uganda Management Institute carrying a study on E-Government and service delivery. This questionnaire is intended to collect information on e- government and service delivery. You are kindly requested to answer the questions contained therein to the best of your knowledge. There are no wrong answers. The information herein will be treated in the strictest of confidence. Indicate your opinion by simply marking with a tick in the spaces provided or fill in the gaps given. 
SECTION A
SOCIO-DEMOGRAPHIC BACKGROUND
Name of the respondent (Optional)………………………………………………………………
1. Age of the respondent
1) Below 15 years 		2) 15-20 years 		3) Above 20 years 
2. Gender/sex of the respondent
1) Male 			2) Female 
3. Your highest level of education
1) PhD				2) Masters                   3) Diploma                4) Certificate 
Others (Specify) ………………………………………………………………………………….
4. Which department do you work for?...........................................................................................
5. For how many years have worked in your department?
1) Less than 1 year                      2) 1-3 years                      3) more than 3 years

SECTION B: ACCESSIBILITY OF e-GOVERNMENT SERVICES
Below are statements on accessibility of e-Government services in Arua District Local Government. On a scale of 1-5(where 1= strongly disagree, 2= disagree, 3= neutral, 4= agree and 5= strongly agree) please rank your level of agreement with each statement by ticking the appropriate box.
Statements	1	2 	3	4 	5	
6. Our Local government delivers most services electronically  						
7. It is easy to access internet in this area						
8. Offaka sub-county has a well-organized and functioning websites						
9.Our citizens are conversant about electronic service delivery 						
10.Our Local Government has all the facilities and support for to facilitate E- Service delivery 						
11. majority of our citizens are conversant with use of internet 						
12.Our citizens and staff get timely information through electronic means 						
13.Our staff and /or employees attend frequent workshops on E- Government 						
14. We have frequent sensitization programs to educate the masses on electronic governance and service delivery						
15. How would you rate access to e-government services in your sub-county? 
1) Very accessible 	           2) Fairly accessible		3) poorly accessible                         
4) Not accessible
16. Mention any three e-government services known to you in your Local government?
………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………
SECTION C: e-GOVERNMENT AND QUALITY OF SERVICE DELIVERY
Below are statements on influence of e-Government on quality of service delivery in Offaka sub-county. On a scale of 1-5(where 1= strongly disagree, 2= disagree, 3= neutral, 4= agree and 5= strongly agree) please rank your level of agreement with each statement by ticking the appropriate box.
Statements 	1	2	3	4	5	
17. Implementation of e-government has allowed database sharing						
18. Implementation of e-government has reduced the time taken to
process a transaction						
19. Implementation of e-government has improved record
Management						
20. Implementation of e-government has enabled citizens to access
some facilities online						
21. Implementation of e-government has increased the speed with which citizens are served						
22.  e-services has led to user satisfaction in our local government						
23. E-government has improved quality of service delivery in this sub-county						

SECTION D: EFFECTIVENESS OF e-GOVERNMENT IN PROMOTING ACCOUNTABILITY
Below are statements on effectiveness of e-government in promoting public accountability in Offaka sub-county. On a scale of 1-5(where 1= strongly disagree, 2= disagree, 3= neutral, 4= agree and 5= strongly agree) please rank your level of agreement with each statement by ticking the appropriate box.

Statements 	1	2	3	4	5	
24. The public is able to access all financial transactions of your local government						
25. Your pay roll is managed electronically						
26. Annual and quarterly accountability of your local government is done electronically						
27. Budgets and accountability is available for public view and comments						
28. e-government has led to transparency in your local government						
29.  e-government has increase community involvement in your local government						
30. e-government has led to timely accountability in your local government						
31. How does Electronic service delivery and electronic government save your local government relieve your local government of financial constraints? 
………………………………………………………………………………………………………………………………………………………………………………………………………………
32. Please specify the major challenges of electronic governance and electronic service delivery in your area of jurisdiction………………………………………………………………………… ………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………
33. What strategies do you have to overcome the challenges you have mentioned above?
………………………………………………………………………………………………………………………………………………………………………………………………………………

APPENDIX 2: INTERVIEW GUIDE FOR POLITICAL OFFICERS
1.	Comment on the use of e-government in your local government?
2.	How effective is electronic governance and electronic service delivery in your area of jurisdiction? 
3.	How accessible are e-government services in your local government?
4.	In ways if any has e-government improved quality of services delivery in your local government?
5.	How effective and efficient is e-government in ensuring public accountability in your local government?
6.	As an administrator or politician, how do you ensure that electronic governance and electronic service delivery is effective in your area of jurisdiction? 
7.	What are the common causes of electronic governance / electronic service delivery failures in your area of jurisdiction? 
8.	How do you encourage the application of electronic governance and electronic service delivery in your area? 
9.	Does electronic governance and electronic service delivery receive enough funds from the central government to promote it? 
10.	Compared to the traditional system of service delivery, why would you advantage or disadvantage e – governance and service delivery?
11.	What are the available opportunities for the excellence of electronic governance and service delivery? 
12.	What Are the major challenges faced in attempts to promote electronic governance and electronic service delivery? 
13.	 How do you think the challenges you have mentioned can be solved? 
14.	Why do you think electronic service delivery should be promoted and emphasized by both local and central government?
15.	What is the attitude of the people in your areas of jurisdiction about electronic governance and electronic service delivery?
16.	How has electronic service delivery improved the life of people in your area?

Thank you very much for your time and opinions

APPENDIX 3: FGD GUIDE FOR POLITICAL OFFICERS
1.	Comment on the use of e-government in your local government?
2.	How effective is electronic governance and electronic service delivery in your area of jurisdiction? 
3.	How accessible are e-government services in your local government?
4.	In ways if any has e-government improved quality of services delivery in your local government?
5.	How effective and efficient is e-government in ensuring public accountability in your local government?
6.	As an administrator or politician, how do you ensure that electronic governance and electronic service delivery is effective in your area of jurisdiction? 
7.	What are the common causes of electronic governance / electronic service delivery failures in your area of jurisdiction? 
8.	How do you encourage the application of electronic governance and electronic service delivery in your area? 
9.	Does electronic governance and electronic service delivery receive enough funds from the central government to promote it? 
10.	Compared to the traditional system of service delivery, why would you advantage or disadvantage e – governance and service delivery?
11.	What are the available opportunities for the excellence of electronic governance and service delivery? 
12.	What Are the major challenges faced in attempts to promote electronic governance and electronic service delivery? 
13.	 How do you think the challenges you have mentioned can be solved? 
14.	Why do you think electronic service delivery should be promoted and emphasized by both local and central government?
15.	What is the attitude of the people in your areas of jurisdiction about electronic governance and electronic service delivery?
16.	How has electronic service delivery improved the life of people in your area?

Thank you very much for your time and opinions

APPENDIX 4: Introductory Letter

APPENDIX 5: Anti-Plagiarism Report