E-Governance Sustainability and Service Delivery in Enugu State: Pathway from the Periphery

E-governance has become increasingly important in improving transparency, efficiency, and citizen engagement in public administration. The study explores how digital transformation has influenced the quality, timeliness, and accessibility of services provided by ministries. The study is anchored on two specific objectives; to ascertain the effect of ICTs on improved service delivery; and determine the effect of digital platforms on service delivery in Enugu State public service. The population of the study is 1,694 while the sample size is 400 using Taro Yamani’s statistical formula. Using a mixed-methods approach, both quantitative and qualitative data were collected from government employees and citizens who interacts with these ministries. Findings reveal that the adoption of e-governance tools has moderately improved service delivery by reducing bureaucratic delays, enhancing record-keeping, and enabling faster communication. However, challenges such as inadequate ICT infrastructure, low digital literacy among staff and citizens, and inconsistent power supply hinder full-scale implementation and effectiveness. The study concludes that strategic investment in infrastructure, training, and policy development is essential for e-governance to transform public service delivery and expunge every sustainability doubt in Enugu State public service.