The Role of E-Governance in Enhancing Public Service Delivery in the Federal Capital Territory (FCT): A Case Study of AGIS in the FCT
Chapter One
Objective of the study
The main objective of this study is to examine the role of e-governance in enhancing public service delivery in the Federal Capital Territory (FCT), using the Abuja Geographic Information Systems (AGIS) as a case study.
Specifically, the study seeks to:
- Assess the extent to which AGIS has improved efficiency in land administration services in the FCT.
- Evaluate the impact of AGIS on transparency and accountability in public service delivery.
- Examine the challenges hindering the effective implementation of AGIS as an e-governance platform.
- Explore the level of citizen satisfaction and engagement with AGIS services.
CHAPTER TWO
REVIEW OF RELATED LITERATURE
CONCEPTUAL FRAMEWORK
Governance
E-governance refers to the application of information and communication technologies (ICTs) by government agencies to improve access to and delivery of government services, information exchange, and interaction with citizens, businesses, and other arms of government. It is a transformative tool that promotes transparency, accountability, efficiency, and citizen participation in governance processes (UNESCAP, 2023).
At its core, e-governance encompasses four main interactions:
Government-to-Citizen (G2C) – enhancing service delivery to the public,
Government-to-Business (G2B) – simplifying processes between government and private sector,
Government-to-Government (G2G) – improving inter-agency cooperation and data exchange,
Government-to-Employee (G2E) – streamlining internal operations and communication.
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According to Heeks (2022), e-governance differs from mere digitization in that it aims not only at automation but also at reengineering administrative processes to foster inclusivity and responsiveness. It embodies both managerial efficiency and democratic governance, making government more accessible and accountable to citizens.
The World Bank (2023) defines e-governance as “the use of ICTs by government for the delivery of information and services to the public, business partners, employees, and other government agencies.” This reflects a holistic approach to governance that leverages digital technologies to improve the quality of public services and participation.
In the African context, particularly Nigeria, e-governance has been gradually evolving through initiatives like the Integrated Payroll and Personnel Information System (IPPIS), Government Integrated Financial Management Information System (GIFMIS), and the Treasury Single Account (TSA). These systems aim to reduce corruption, improve accountability, and enhance public sector performance (Obi & Okeke, 2022).
However, e-governance is not merely a technological initiative; it also involves changes in institutional structures, human capacity, legal frameworks, and political will. As noted by Adeyemo et al. (2024), the success of e-governance depends on the alignment of digital tools with institutional reforms and citizen needs.
CHAPTER THREE
METHODOLOGY
Research Design
This study will adopt a descriptive survey research design. This design is appropriate because it allows the researcher to collect, describe, and analyze the perceptions and experiences of respondents regarding the role of AGIS in enhancing public service delivery through e-governance. The design is suitable for capturing real-world data on administrative efficiency, transparency, and accountability in land administration services within the FCT.
Area of the Study
The study will be conducted in the Federal Capital Territory (FCT), Abuja, Nigeria. Specifically, the research will focus on departments and personnel directly interacting with or affected by the Abuja Geographic Information Systems (AGIS), including AGIS headquarters, development control departments, and residents who have utilized AGIS services. The FCT is the ideal setting for this research because AGIS is headquartered and operational in this region, and it serves as a central point for national land administration policies and digital governance reform.
Population of the Study
The population of the study will consist of:
Staff members of AGIS,
Officials from related agencies such as Development Control and the FCTA,
Residents and property owners in the FCT who have interacted with AGIS,
ICT experts and e-governance consultants familiar with AGIS operations.
It is estimated that the total population of interest will be approximately 2,000 individuals, including government employees and service users in the FCT.
CHAPTER FOUR
DATA PRESENTATION, ANALYSIS, AND INTERPRETATION
Introduction
This chapter presents the results of the data collected from the respondents through a structured questionnaire. The data is analyzed and interpreted in line with the research objectives and questions. Descriptive statistics such as frequencies, percentages, means, and standard deviations are used to summarize the responses. The analysis is organized into the following sections:
CHAPTER FIVE
SUMMARY, CONCLUSION AND RECOMMENDATIONS
Summary of Findings
This study investigated the role of e-governance in enhancing public service delivery in the Federal Capital Territory, using the Abuja Geographic Information Systems (AGIS) as a case study. The research specifically assessed the extent to which AGIS has improved efficiency, transparency, and accountability in land administration services. Two key research questions guided the study: (1) To what extent has AGIS improved efficiency in land administration and related services in the FCT? and (2) How has AGIS contributed to transparency and accountability in public service delivery?
A descriptive survey design was used, and data were gathered from 333 respondents selected through stratified random sampling. The findings were analyzed using descriptive statistics.
The major findings of the study include the following:
Improved Efficiency: The introduction of AGIS has significantly reduced the time required to process land documents such as Certificates of Occupancy. Respondents acknowledged improvements in access to land information and ease of verifying land ownership.
Enhanced Transparency and Accountability: AGIS has contributed to openness in land records, reducing opportunities for corruption and manipulation. It has made it easier for citizens to track their application status and reduced the discretion of public officials.
Challenges Remain: Despite these improvements, some challenges persist, especially in customer support services, low digital literacy among citizens, limited access in rural areas, and occasional political interference in system processes.
Conclusion
The study concludes that AGIS has played a significant role in enhancing public service delivery through e-governance in the FCT. It has modernized land administration by digitizing records and automating transactions, leading to greater efficiency, improved transparency, and more accountable governance processes. However, to fully maximize its potential, AGIS must overcome infrastructural, institutional, and user-related challenges that limit service coverage and satisfaction among all stakeholders.
E-governance, when implemented effectively, can transform traditional bureaucracies into responsive, inclusive, and efficient service delivery mechanisms, as AGIS has partially demonstrated. Therefore, strengthening e-governance platforms like AGIS is essential to advancing Nigeria’s overall governance and development agenda.
Recommendations
Based on the findings and conclusion of the study, the following recommendations are made:
The FCTA should invest in upgrading the AGIS platform’s hardware and software systems to minimize downtimes and improve responsiveness. Expanding broadband access in satellite towns will also increase system usage.
AGIS should train more personnel in customer relations and technical assistance. A helpdesk, chat system, or hotline should be made available for resolving user queries quickly.
Public enlightenment campaigns should be intensified, especially in underserved communities, to educate citizens on how to use AGIS independently and understand its benefits.
Laws should be updated to recognize digital documents and protect users’ rights under e-governance systems. AGIS should also be given more autonomy to operate free from political interference.
Interactive online portals and community engagement sessions should be introduced to enable citizens to provide feedback, make complaints, and suggest improvements, thereby increasing trust and ownership.
REFERENCES
- Adeyemo, A., Musa, B., & Iroegbu, A. (2024). E-governance and institutional capacity in Nigeria: Challenges and opportunities. Journal of African Governance and Development, 12(1), 1–14.
- Adebayo, S., & Ezenwaji, I. (2023). Bridging the digital divide: E-governance in Nigeria’s public service reforms. African Journal of Information Systems, 15(3), 55–68.
- Heeks, R. (2022). Understanding e-governance: Concepts and frameworks. Government Information Quarterly, 39(4), 101706.
- Obi, C., & Okeke, T. (2022). Digital governance and transparency in the Nigerian public sector. International Journal of E-Government Studies, 10(2), 75–91.
- UN Department of Economic and Social Affairs (UN DESA). (2022). United Nations E-Government Survey 2022: The Future of Digital Government. https://publicadministration.un.org/
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