Title: Process Automation, Innovative Capacity Building And Public Service Delivery In Delta State, Nigeria
Authors: EKORI George Odu; AYITO Maurice Okon; ANYAKWU Jennifer Isioma & ODITA Anthony Ogomegbunam
Volume: 9
Issue: 11
Pages: 1-15
Publication Date: 2025/11/28
Abstract:
This study examined the impact of process automation and capacity building innovative strategy on public service delivery in Delta, Nigeria. Process automation and innovative capacity building are integral part of process innovation system. The study examines the effects of Process Simplification and Automation (PSA), and Capacity Building and Workforce Innovation (CBWI) on Public Service Delivery (PSD) in Delta State, Nigeria. A quantitative research design, using a cross-sectional survey approach, was adopted to analyze the responses of 333 public servants, citizens, and stakeholders involved in public service delivery. A total of 397 questionnaires were administered, and 333 valid responses were retrieved, representing an 84% response rate. Data analysis was conducted using the Statistical Package for Social Sciences (SPSS) version 23, employing both descriptive statistics (mean, standard deviation, frequency distribution) and inferential statistics (multiple regression analysis) to test the hypotheses. The study finds that two strategies significantly improve PSD, PSA showing the strongest effects. Capacity Building and Workforce Innovation is identified as a crucial driver of service improvement. The study concludes that process innovation strategies play a vital role in enhancing public service delivery in Delta State and provides recommendations for further improvements in public sector administration. This research contributes valuable insights to the field of public administration and process innovation, offering practical implications for policymakers and public administrators. Further studies are recommended to explore the broader regional implications of these findings.