E-Government and Service Delivery in Offaka Sub-county Local Government; Arua District-Uganda

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.