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| E –Governance and Public Service Delivery: A study of the Joint Admission and Matriculation Board [JAMB] South- East, Nigeria. |
Professor Emma E.O. Chukwuemeka, Dr. Chukwuemeka Okafor
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Abstract:
Public service delivery in Nigeria is characterized by inefficiency. To address this administrative imbalance, various government organizations in Nigeria adopted e-governance to improve performance and service delivery. The question that begs for answer is whether the new system has been able to stamp out inefficiency, especially in the Joint Admission and Matriculation Board (JAMB). Five states of the South East of Nigeria were studied. Descriptive research typology was adopted. Focus group discussion, questionnaire and face- to- face interview were the major tools used for data collection. Statistical tools such as frequency tables, correlation coefficient were used in data analysis and test of hypotheses. The correlation coefficient test revealed among others that e-governance indicators have significant effect on service culture in JAMB. There is also significant relationship between e-governance and service quality in JAMB. In the light of these findings, major recommendations were proffered. Among others is that public sector agencies should as a matter of policy develop a positive service culture and set up e-governance implementation committees that will work out modalities for effective implementation of the concept with performance evaluation. Also JAMB and other public agencies should avail themselves of the windows of opportunities that e-governance provides in their drive to enhance service quality.
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