DIGITALIZATION DRIVEN PUBLIC SERVICE AND SERVICE DELIVERY: THE NIGERIA’S EXPERIENCE
DIGITALIZATION DRIVEN PUBLIC SERVICE AND SERVICE DELIVERY: THE NIGERIA’S EXPERIENCE

Summary/Abstract: Digitalization is greatly impacting on governance as it has provided a more effective and robust avenue for driving governance processes to achieve optimum results. It is fundamental and strategic to public service in meeting the modern day expectations of the citizens towards quality service delivery. This paper is designed to examine the digital technologies and tools used by various Ministries, Departments and Agencies of Nigeria in delivering services to the citizens. The paper is qualitative because data used were sourced through secondary means such as government MDAs and published articles/works. The data were analyzed using analytical method and found very relevant to the study. The findings of the paper revealed that prior to the introduction of digital technologies in Nigeria public service, service delivery to the citizens was very poor, ineffective and inefficient. It was therefore conclusively stated that the digitalization driven processes in the public service should be sustained but there is need to bridge digital divide among the citizens through policies that would ensure the installation and expansion of content on wired and wireless public networks across the country; and adoption of public-private partnership model aimed at training the citizens, especially rural dwellers on the use of digital technologies.

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