CHALLENGES IMPLEMENTING OF E-GOVERNANCE IN PUBLIC SERVICE

DELIVERY: THE CASE OF SHINILE WOREDA LAND ADMINISTRATION SITI

ZONE SOMALI REGIONAL STATE

BY: Yabe Mohammed

Advisor: Eyoel Edossa (Ass.pro)

A THESIS PROPOSAL SUBMITTED TO DIRE DAWA UNIVERSITY COLLEGE OF

BUSINESS AND ECONOMICS IN PARTIAL FULFILLMENT OF THE
REQUIREMENTS FOR THE DEGREE OF MASTER OF ARTS IN DEVELOPMENT
MANAGEMENT

DIRE DAWA UNIVERSITY

COLLEGE OF BUSINESS AND ECONOMICS

DEPARTMENT OF PUBLIC ADMINISTRATION AND DEVELOPMENT

MANAGEMENT

JULY, 2022

DIRE DAWA, ETHIOPIA

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 Table of content

Contents Page

List of Table.................................................................................................................................................i

Acronym......................................................................................................................................................ii

CHAPTER ONE..........................................................................................................................................1

1. Introduction.........................................................................................................................................1

1.1. Background of the study...............................................................................................................1

1.2. Statement of the problems.............................................................................................................4

1.3. Research Questions.......................................................................................................................6

1.4. Objectives of the study..................................................................................................................7

1.4.1. General objective.................................................................................................................7

1.4.2. Specific objectives...............................................................................................................7

1.5. Scope of the Study........................................................................................................................7

1.6. Significance of the study...............................................................................................................8

1.7. Limitation of the study..................................................................................................................8

1.8. Organization of the paper..............................................................................................................8

2. REVIEW OF RELATED LITERATURE...........................................................................................9

2.1. Definition of e-governance...............................................................................................................9

2.2. Types of e-governance....................................................................................................................12

2.3. E-Governance: Service Delivery Approaches.................................................................................13

2.3.1. Agency-Centric Approach.......................................................................................................13

2.3.2. Citizen-centric approach..........................................................................................................13

2.4. Public Service Delivery Improvement and Techniques Through E-governance.............................14

2.5. Theoretical aspects of e-governance...............................................................................................18

2.6. Objectives and Opportunities of E-Governance..............................................................................20

2.6.1. Objectives of E-governance.....................................................................................................20

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 2.6.2. Opportunities of E-governance................................................................................................21

2.7. Challenges of E-governance...........................................................................................................23

2.8. Stakeholders in E-governance.........................................................................................................25

2.9. E-governance and land administration............................................................................................27

2.10. Empirical Studies on E-governance..............................................................................................28

2.10.1. E-governance and Developed Countries................................................................................28

2.10.2. E-governance and Developing countries................................................................................30

2.11. E-government in Ethiopia.............................................................................................................32

2.12. Conceptual framework..................................................................................................................35

CHAPTER THREE...................................................................................................................................36

3. RESEARCH METHODOLOGY.......................................................................................................36

3.1. Research Design and Approaches...................................................................................................36

3.2. Target Population, Sample Size, and Sampling Technique of the study.........................................37

3.2.1. Target population of the study.................................................................................................37

3.2.2. Sample size and techniques......................................................................................................37

3.3. Data Collection Tools and Techniques...........................................................................................38

3.3.1 Data collection..........................................................................................................................38

3.3.2. Data collection techniques.......................................................................................................38

3.4. Methods of Data Presentation and Analysis....................................................................................39

3.5. Data quality control........................................................................................................................39

3.6. Ethical consideration.......................................................................................................................40

4 Work Schedule of Research Activity......................................................................................................41

4.1 Required budget……………....……………………………………………….……………………42

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 Acronym

E- Electronic

G2B Government-to-Business

G2C Government-to-Citizen

G2EGovernment-to-Employee

G2G Government-to-Government

ICT Information Communication Technology

LA Land Administration

NGO Non-Government Organization

GDP Gross Domestic Product

UN United Nations

UN ICEF United Nations International Children Emergency Fund

UNESCO United Nations, Educational, Scientific and Cultural Organizations

UNPAN United Nations Public Administration Network

WB World Bank

LDAO Land Development Administration Office

LDBURC Land Development Bank and Urban Renewal Center

LDOAC Land Development and Ownership Administration Center

UPIPI Urban Plan and Information Preparation Institute

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 1. Introduction
This chapter consists of Background to the study, Statement of the problem, objectives of the study,
significance of the study, scope of the study and structure of the thesis.
1.1. Background of the study
In recent years, the concept of e-governance has been flourished rapidly with the advancement of
Information and Communication Technology (ICT). E-Governance would help to facilitate the
government to manage resources, implement plans and policies along with efficient service
delivery to the citizens. The world within the time has gone digital. Almost every aspect of life is
digitalized (Obodo & Anigbata, 2018). Thus there are modern trends in all aspects of life
endeavors such as medicine–telemedicine, commerce-e-commerce, banking-e-banking, learning-
e-learning, production-e-production, etc. These phenomena make transactions and interactions
around the globe to be more effective and efficient. The world is now a global village and any
nation that desires to hitch the comity of countries must adopt the worldwide trends and join the
moving train or be left behind (Chandio et al., 2018).

The whole world's activities are interconnected in a single web and this makes access to
virtually every piece of information in the world to be very easy. For example, a person can sit
right in his/her room and transact businesses to any country within a few seconds with a click of
the mouse. In a bid to carry all citizens along, the government has gone electronic in recent times
the world over. Essentially, E-governance delivery models can help to transform every sector of
the economy and the public sector in particular. The effectiveness of electronic government
depends on sound, rel iable, and well-articulated electronic governance. E-governance is that the
tool for effective e-government (Obodo & Anigbata, 2018). The ultimate goal of e-government
and e-governance is to be able to offer an increased portfolio of public services to citizens
efficiently and cost-effectively. E-government allows government transparency and
accountability. Government transparency is very important because it allows the public to be
informed about what the government is working on as well as the policies it is trying to
implement (Obodo & Anigbata, 2018).

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E-governance helps to attain specific policy outcomes by enabling stakeholders to share
information and concepts. Government economic policy objectives can equally be promoted via
e-governance commerce and globalization. This also helps to create trust between governments
and their citizens. Furthermore, it has the potential for stronger institutional capacity building for
better service delivery to citizens and businesses, for reduction of corruption by increasing
accountability, transparency, and social control (United Nations Division, 2001).

According to (Obodo & Anigbata, 2018) e-governance are to make government administration
more speedy, accountable, accessible and effective, while addressing the society‘s needs and
expectations through efficient public services and effective interactions between the people,
business, and government. The application of e-governance, in government functionaries, has
emerged rapidly in the developing world. This is due to its usefulness as enabling tool to increase
efficiency and enhance transparency in government. This means that E-governance is main the
important in public service delivery effectively and efficiently.

In both developed and developing countries, there is an increasing need for efficient and
effective service delivery through e-governance. Land administration is the part of public service
delivery that the government can provide to the citizens. Land administration is that the
processes of determining, recording, and disseminating information about the tenure, values, and
use of the land during the implementation of land management policies(Commission & Europe,
2005). E-Land administration makes Land Information System (LIS) robust and strong with
reliable data storage and backup. The central database adds value by reducing data redundancy
and maintaining data integrity. Different disasters like floods, landslides, and earthquakes may
be the cause for the destruction of land records. Loss of land records leads to land disputes.
Within the context of e-governance, ICT helps to establish an electronic land administration
framework that enhances service delivery with increased customer satisfaction and citizen
participation and decision making (Steudler, 2004).

Electronic land administration is a major part of E-governance, and land administration data are
indicators for wide ranges of related information that are essential for creating value-added data
for e-governance. It improves the efficiency, and decrease the cost this means saving the
economic value (Uddin & Yasmin, 2020). Like other developing countries, the Ethiopian

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government has also realized the potential of e-governance to raise the interest and involvement
of citizens, NGOs, the private sector, and other stakeholders to address public service and
provide public service delivery effectively and efficiently (Ndou, 2004). Annually the gov‘t
spends approximately one-tenth of its GDP thereon to ensure accountability, transparency,
responsiveness, efficiency, and integrity in public service delivery. In ICT based initiatives,
Ethiopia has pioneered electronic networks like Woreda Net to provide ICT services at federal,
regional, and woreda (district) levels as well as to connect woredas (districts) and kebeles (the
smallest administrative unit of governance) with regional and federal government offices to
provide customer-focused and cost-effective public services (Lessa et al., 2011).

According to some researchers, such as Lambsdorff, 2001, Ndou, 2004, and Pathak et al., 2008,
e-governance would reduce corruption while increasing transparency, accountability,
responsiveness, and integrity in public service delivery, including land administration. However,
effective implementation of e-governance demands sound Information and Communications
Technology (ICT) infrastructure, sustained strategic commitment & effective leader. E-
governance initiatives and their implementation have been adversely affected by lack of access
to ICT infrastructures, well-trained manpower, & capital, language barriers, low ICT skills, and
lack of awareness among the community about the advantages of ICT also as the absence of
strategic and sustained leadership (Pathak, et al., 2008). This all are the general problematic
issues of e-governance in public service delivery in developing countries including Ethiopia.

Since Shinile is one of the administrative towns in the Siti zones, the land administration offices
are inundated with complaints about service delivery. This demands the new study to be
undertaken in order to solve the existed challenges and to provide the future opportunities.

This is why the researcher is motivated to assess the factors that affect its implementation of e-
governance in public service delivery of land administration by considering the Shinile woreda .

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1.2 Statement of the problems

Now a day‘s, urban land administration is one of the sensitive government public sectors with a
huge number of customers. Land is fundamental to development, growth and housing delivery in
any society. It is a crucial element in property development process and its acquisition is vital to
achieving efficient and sustainable housing delivery in urban environment (Omirin, 2002). The
empirical works of (Tessema Adigeh & Dagnew, 2020) emphasizes that access to land and
property rights is a major key issue in economic growth and development.

It is now increasingly being realized that economic development of any country depends on how
efficiently the land is distributed among citizenry and competing urban uses. In Africa, ―due to
high population growth and market developments, there is mounting competition for land
resources, especially in towns and cities, and in productive high value areas customary land
administration is under pressure, and the coverage of formal land institutions is generally very
limited‖(Tessema & Dagnew, 2020).

Land problems in urban areas of developing countries like Ethiopia arise mainly because of the
rapid increase in population with the scarce or inadequate nature of urban land. With the rapidly
expanding urban population, many towns and cities of the developing world are faced with the
difficulty of accommodating the urban poor. Because of this event, how to use the scarce
resource effectively and efficiently are an issue of concern and a debatable issue (Habtamu,
2012).

Traditionally service delivery in land administration is not efficient with service-related high
costs. There is the provision of service by manual way. This makes less quality, costly, time-
consuming, and inefficient service delivery with lots of delays and complicated and frequent
visits to get one task done. The service recipients came to the office repeatedly and waste their
time to resolve unfinished cases, the majority of services were delivered behind time (Birtukan,
2019). To achieve the above problems e-Governance is introduced innovations in the field of
Land administration. Even though the land administration organization is using ICT to some
extent difficulties are rising because of huge customers, complicated tasks, unable to serve the
customers timely, corruption, inefficiency, and ineffective service delivery. Most of the activities
of land administrative transactions are not traceable and open to be challenged by customers.

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Generally, there is less quality and inefficient service delivery with lots of delays and
complicated and frequent visits to get one task done. In land administration tenure insecurity,
high transaction costs, land disputes, landlessness, and inequitable land distribution, social
instability, social exclusion, and political instability, reduction in private sector investment, land
grabbing, and other problems will result are going to be familiar without handling it properly
(Abraha,2018).When the government became unable to serve as well as possible, then illegal
transfers, corruption, and inefficient service provision will be regular.

Government organizations are applying ICT to raise efficiency and effectiveness in service
delivery. E-governance can raise efficiency in service delivery, simple availability, and
accessibility of services and information to the customers, professional users as well as
government organizations. In the present context, efficient government service delivery, easy
access to information, and transparency are becoming important global agendas. Also, these
agendas are considered as the major goals of e-government. Since land is regarded as a major
asset in most countries, land administration is a major sector of government. Therefore,
effectiveness and efficiency in land service delivery and transparency in land transactions are the
most essential factors (Gurung et al., 2015b).

So far, several studies on e-governance have been performed by various researchers. For
instance, Solomon (2014) assessed e-governance, corruption, and public service delivery. Tesfu
Eba(2021) prospects and challenges of e-governance in service delivery. All those mentioned
researchers have not seen Challenges in Implementing E-Governance and how e-governance can
improve the service delivery of urban land administration. Moreover, the practice of e-
governance in Shinile woreda so far was not well assessed.

In the time of pre-investigating period within select sector observation and some review of
compliant receiving note is made. From this observation, the researcher can see that Shinile
woreda Land administration office has a huge number of customers because Shinile woreda is
the headquarter of Siti Zone Administration. All those customers come to the Shinile woreda
land administration office from different woredas with different issues to obtain services of the
office. From the pre-research observation the customers of the land administration has been
hosting repeated complaints regarding the service delivers. It is routine that most service

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Recipients come to the office repeatedly and waste their time to resolve unfinished cases, the
majority of services are delivered behind time. The above mentioned observations bring the
researcher to the reality that exists a gap between the expectations of customers from land
administration services and what they are delivering by the land administration sector. The
potential of an e-governance system has not been exploited yet to improve the efficiency of the
service delivery in Shinile woreda land administration. By considering this the researcher will be
trying to see the Challenges in Implementing E-Governance in service delivery.

Finally, this study will be to assess the Challenges in Implementing E-Governance in public
service delivery in the case of Shinile woreda land administration, Siti Zone, Somali Regional
State, Ethiopia. More specifically, this study attempts to answer the following research questions.

1.2. Research Questions

1. What are the current bottlenecks that hinder the implementation of e-governance in
land administration of the Shinile woreda ?

2. What are the challenges in Implementing e-governance system in land administration of

the Shinile woreda ?

3. How do stakeholders involve Challenges of e-governance implementation in land

administration of the Shinile woreda ?

4. What are the capacities improved by the workers due to the process of implementing
E-governance system in land administration of the Shinile woreda ?

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1.3. Objectives of the study

1.3.1. General objective

The general objective of the study is to assess the Challenges in Implementing E-Governance in
Public Service Delivery in the Case of Shinile woreda Land Administration, Siti Zone, Somali
Regional State.

1.3.2. Specific objectives

The specific objectives of this study are:

1. To identify factors that impede the implementation of e-governance system in land

Administration sector of Shinile woreda

2. To assess the challenges of implementation of E-governance in land administration

of Shinile woreda.

3. To examine the challenges faced by stakeholders in the implementation of e-governance

system in land administration of Shinile woreda.

4. To assess the changes in the capacity of the land administration institute in the process Of
implementing e-governance system in land administration of Shinile woreda

a. Scope of the Study

The core intention of e-governance is to allow the public sector to provide citizens with
information based on their needs. Along the lines of the connotation, this study has focused on e-
governance in public service delivery. The geographic scope of the study mainly concentrated in
Shinile woreda land administration sector. The thematic scope of the research is to assess the
Challenges in Implementing of e-governance in public service delivery systems in land
administration of Shinile woreda Siti zone. The study analyzes the quality of public service
delivered by e-governance progression based on its indicators. In addition, the level of citizen
satisfaction has been framed under the research and it's compared with the traditional style of
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governance. Lastly, the research intended to identify the challenges and puts the solutions for the
obstacles of e-governance in service delivery.

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a. Significance of the study

The study will be make contributions for effective and efficient service delivery of Shinile
woreda land administration. The study seeks to identify the Challenges in Implementing of e-
governance in land administration. The Shinile woreda land administration officials will become
aware of the status of e-governance as well as they will be clear what Challenges in
Implementing of e- governance in their office. Ones they now the above issue they will strive to
bring a better e- governance implementation in their office to bring a better service delivery to
their service recipients. The academic significance of the study can be described as an input to
professionals and other individuals who needs to conduct further studies to inspect and propos
better and novel ideas to the improvement of land administration service delivery mechanisms.
The study wills benefit land administration offices, customers, and other governmental
organizations use of this study to bring a better communication mechanism and to bring a better
interaction.

b. Organization of the paper

This thesis is divided into five parts. The first chapter provides an introduction to the study,
which consists of different sections: background, statement of the problem, research questions,
research objectives, scope, limitations, and significance of the study. The second chapter deals
with the review of related literature of past researches done concerning E-Governance. The third
chapter deals with the background of the study area, research design, types and sources of data,
data collection techniques, sample size, and sampling techniques. Chapter four deals with data
analysis and interpretation which is divided into different parts, the socio-demographic
characteristic of the respondents, the Challenges in Implementing of e-governance, the main
challenges of e-governance in service delivery in the sector , and efforts tackled by the concerned
bodies to overcome the challenges in Shinile woreda land administration. The last chapter five is
about the summary of the findings, conclusions, and recommendations of the research.

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 CHAPTER TWO
a. REVIEW OF RELATED LITERATURE

This chapter contracts with concepts and theories that are applicable to the issues in this study.
The chapter stretches an impression of Theoretical, Empirical literature and Conceptual
Framework of the study that is linked to the research problem obtained in the previous chapter.

2.1. Definition of e-governance

Governments everywhere the world is in pursuit of information and Communication

Technologies (ICT)-based solutions for facilitating good governance. The phenomenon is
popularly known as e-governance or e-government as per varying country contexts. In the recent
past, different terms are coined to re-brand it alongside the emerging technological
developments. Some of the buzzwords during this context are joined-up government, whole-of
government, one-stop government, connected government and open government; the most
recent being digital government. Irrespective of the varied terminologies accustomed to describe
the phenomenon, practitioners across the globe still experience serious challenges in their
efforts to attach government and citizens for achieving good governance. This is particularly so
within the context of developing countries. There are more failures than successes in terms of the
accomplishment intended to outcomes. The peculiarity with the ICT-based systems is that they
get matured over a period of time with increased participation of end users.

The emergence of Information and Communications Technology (ICT) has provided means for
faster and better communication, efficient storage, retrieval, and processing of data, and
exchange and utilization of information to its users. E-governance is the logical next step in the
use of ICT in systems of governance in order to ensure wider participation and deeper
involvement of citizens(Ali et al., 2017).

Different governments defined this term to suit their aims and objectives. Sometimes, the term
E-government‘ is also used instead of ‗e-governance‘ but there is a debate on the correct use of
the two terms. E-governance is defined as the use of emerging information and communication

10
technologies to facilitate the processes of government and public administration (Drucker, 2001)
while e-government is defined as the use of information technology to support government
operations, engage citizens, and provide government service(Gurung et al., 2015b)

According to Obodo & Anigbata(2018) the use of (ICTs) Information and Communications
Technologies as tools for achieving better governance. In the words of Obi (2008), ―it is
the events, deployment, and enforcement of the policies, laws, and regulations necessary to
support the functioning of data society also as of e-government.‖

(Obodo & Anigbata, 2018)describes it as the public sector's use of information and
communications technologies to improve information and service delivery; encouraging citizen
participation in the decision-making process and making the government more accountable,
transparent and effective.

(Mohammad Abdul Salam & Md. Zohurul Islam, 2013) define it as the way for governments to
use the most innovative information and communication technologies, particularly web-based
internet applications to provide citizens and businesses with more convenient access to
government information and services, to enhance the standard of the services and to supply
greater opportunities to participate in democratic institutions and processes.‖

The UNESCO (www.unesco.org) defines E-governance as the public sector's use of information
and communication technologies to improve information and service delivery, encouraging
citizen participation in the decision-making process, and making government more accountable,
transparent and effective. E-governance involves new sorts of leadership, new ways of debating
and deciding policy and investment, new ways of accessing education, new ways of taking notes
of citizens, and new ways of organizing and delivering information and services. E-governance
is usually considered as a wider concept than e-government since it can bring about a change in
the way citizens relate to governments and each other. E-governance can bring forth new
concepts of citizenship, both in terms of citizen needs and responsibilities(Kotukh, 2020). Its
objective is to interact, enable and empower the citizen. E-governance facilitated by the creative
use of ICT can transform relations with citizens, businesses, and various arms of government.
Heeks (2001) identified three main domains of e-governance (Figure 2.1):

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E-administration: improving government processes

E-services: connecting individual citizens with their government

E-society: building interactions with and within the civil society

The main purpose of the e-administration is to improve the internal workings of the public sector
by cutting process costs, managing process performance, creating strategic connections within
government bodies (Onuigbo, 2015)

E-service initiatives focus mainly on improving the relationship between the government and its
citizens by increasing the information flow and improving the service levels of government
towards its citizens. E-society initiatives extend the previous e-services domain by that
specialize in an institutional stakeholders, such as private sector service providers, other public
agencies, and not-for-profit and community organizations. The three domains of e-governance
are seldom separate in their implementations; rather, they involve overlapping activities as part
of an equivalent initiative. To put it more strongly: good e-governance programs must take into
under consideration all three domains (Heeks, 2001)

E-
administrati on

E-
E-society citizens/e- service

Fig.2.1. Overlapping domains of e-government (adapted from Heeks,

2001).

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2.2. Types of e-governance

According to (Mohammad Abdul Salam & Md. Zohurul Islam, 2013), e-governance offers
services to those within its authority to transact electronically with the government. E-
Governance can be typified in four main categories.

Government-to-Citizen (G2C): The majority of government services come under this

application, towards providing citizens and others with comprehensive electronic resources to
respond to individuals‟ routine concerns and government transactions(Obodo & Anigbata,
2018). In the words of (Obodo & Anigbata, 2018), government and citizens will continuously
communicate when implementing e-government, thus supporting accountability, democracy, and
enhancements of public services. ―The primary goal of e-government is to serve the citizens and
facilitate citizen's interaction with the government by making public information more accessible
through the use of websites, as well as reducing the time and cost to conduct a transaction‖
(Nduo, 2004).

Government-to-Government (G2G): This is the web/online communications between

government organizations, departments, and agencies supported a super-government database. In
simple language, it is referred to as the relationship between the government and its employees.
This can be practically evidenced in the following: Improves inter-governmental and
organizational processes, Streamlines cooperation and coordination of government activities,
Automates and streamlines inter-governmental business processes such as regulatory
compliances, service delivery, and enhancements.

Government-to-Business (G2B): This is the second major type of e-governance category. It can
bring significant efficiency to both governments and businesses. It also includes various services
exchanged between government and also the business sectors, including distribution of policies
memoranda rules, and regulations.

Governments-to-Employees (G2E): This is the least in the typologies of e-governance. The

purpose of this relationship to serve the employees and offer some online services such as
applying online for annual leave, checking the balance of leave, and reviewing salary payment
records among other things. This can be seen also in the combination of information and services

13
Offered by government institutions to their employees to interact with each other and their
management. It is also a vital way to providing e-learning, bringing employees together, and
encourages knowledge sharing among them. This equally gives employees the possibility of
accessing relevant information regarding compensation, benefits policies wages and salary
administration, training and development, and opportunities of accessing their benefits online
with easy and fast communication models and modems(Obodo & Anigbata, 2018).

2.3. E-Governance: Service Delivery Approaches

Yong (2004) stated that there has been a distinct shift between the agency-centric and citizen-
centric approaches in service delivery. Modern governments are steadily transforming from the
traditional department-centric model to a citizen-centric model for delivering services (Shapiro,
1999). In the case of public service delivery citizen-centricity are a more realistic approach and
an excellent opportunity for interaction between government and citizens (Salam, 2012).

2.3.1. Agency-Centric Approach

The Agency-centric approach of e-governance is also known as department-centric. Al-Khouri

(2011) argued that in a department centric approach, citizen needs to interact with each
department separately causing inconvenience and inefficiency. Moreover, any services that
require approvals or intervention of more than one department, would take a long time to deliver.
The next stage in the transformation process is the integration at the service provider level where
multiple services and departments under a simple agency or services provider are integrated to
give one agency feel to the citizens. However, citizens still got to interact with different
agencies for various purposes, resulting in less transparency and convenience for the citizens.
Thus, is also a growing demand for government to transform from a traditional agency and
department-centric model to a citizen-centric model (Chhabra and Kumar, 2009).

2.3.2. Citizen-centric approach

Citizen-centric will enable the government to achieve essential efficiency gains and improve
service delivery levels, improve citizen's satisfaction with government service and improve
quality of life (Mehra, 2004). Citizen-centric e-government should enjoy the increased trust of

14
Citizens and should ensure accountability of government transactions (Gronloud, 2002). It does
also help avoid duplication and overhead through shared services and infrastructure. A citizen-
centric government is something much more fundamental than simply a collection of
departments providing services to citizens. It involves rethinking the whole service delivery
system across all agencies, and every one level of government-from a citizen perspective.
Moreover, the user needs typically cut across the organizational structures and hierarchies of
government. So a real citizen focus requires a holistic approach, appreciated by all the
amount of states.

2.4. Public Service Delivery Improvement and Techniques Through

E- governance

Characteristically, e-governance is the electronic delivery of services by the government to the

citizens. Public service delivery is that the inter-relationship between the gov‘t functionaries and
the citizens to whom the services of the government are addressed to. Any effective public
service delivery mechanism must ultimately cause good governance. It simplifies the delivery of
government services to citizens and improves interaction with businesses and industry. It
facilitates citizen empowerment through access to information and allows more efficient
government management( Sirajul, 2011).

According to Harris (2000), ICT is one on among key instruments that supported good
governance by increasing transparency, accountability and eventually helping to cut back the
cost of government business operations. In South Africa, Batho Pele promoted nine principles
like a consultation with citizens, setting service standards, increasing access to information,
ensuring courtesy, providing information, openness, and transparency, redress, and value for
money (RSA, 1997). Furthermore, Citizen Charters characterized by six principles like the
standard of services, cost and time, choice and consultation, courtesy and consideration, redress
and apology, and value for money (BSI, 2008). Using ICT within the sort of e-governance could
yield great benefits within the reform and modernization of the general public sector. The
experience of e-governance in several developed and developing countries has shown that ICT
can be a tool for greater service delivery to improve service quality. E-governance can also
promote good governance that is greater civic engagement can increase opportunities for direct

15
Representation and voice, and support for increased democracy. The concept of electronic
governance (e-governance) is defined as the application of Information and Communication
Technology (ICT) to the government processes to bring Simple, Moral, Accountable,
Responsive, and Transparent (SMART) governance (R. Budhiraja,2005, R.W.Harris,2004,
R.Heeks,2001, V.K.Jain,2005).

A key measure of good governance, however, is through the general public sector
that's responsible for delivering transparent and quality services. R.Cromombe, 2008 says that
governance is about ensuring that the resources are used for the citizens‘ benefit. If governance
in an economy is weak, then there is a serious reduction within the quality of public services.
The main reason for emphasizing service delivery was that the public sector has been slow and
unresponsive to the citizen's needs in modern times.

According to the World Bank (2005), public service delivery has been inconsistent with citizen
preferences and considered feeble in developing countries. The preoccupation of many countries
in recent times is how to reposition their public service for effective and efficient service
delivery. Consequently, the government of nations has taken it upon themselves to carry out
various reforms in the public sector by redesigning the structures, systems, and processes to
improve the delivery of services to their citizens (Adeyeye & Aladesanmi, 2010).

The public service of any nation is an institution of governance and administration established
essentially to deliver public good to the people most efficiently and effectively. The public
service is therefore an influential public institution for service delivery and development
(Kauzya, 2011). The introduction of management ideas especially in the area of ICT into the
public sector also encourages good customer relations services. Proper service delivery is
significant for the survival of recent democracy or government and access to government
information by citizens and organizations is, therefore, a fundamental ingredient in effective
service delivery. To this end, ICT is seen as a tool to support the work of governmental
institutions and agencies to deliver public services and information in a more convenient, citizen-
centric, and cost-effective manner. ICT is often an efficient tool to make sure increased access
to government services, improved value for money also as increased productivity, transparency,
and better service delivery (Achimugu, 2011).

16
Duncombe & Heeks (2003:67) argued that ''ICT is an electronic way of information
dissemination that promotes an interaction between providers and users of information through
the application of information processing system in the country''. According to him, the input
mechanism of its device can assist the decision-makers to arrive at a decision that can promote
an interpersonal relationship between the government and the people. The issue of service
delivery is all above the customer service and effectiveness. Effectiveness in customer service
typically refers to ''doing the right things'' and measures constructs like customer satisfaction on
dimensions, such as service quality, speed, timing, and human interaction. Service is effective
whenever its outcomes or accomplishments are useful to its customers (Inyang, 2008).

The use of ICT in the public sector and how its effect the service delivery of government have
been commonly debated among scholars by looking at what different technologies and their
applications do by enabling governments to do what it does in term of service delivery. It helps
by making governments more accountable and transparent through a process of information
rationalization, ICT has also been often considered as valuable support for achieving the
effective public service delivery envisaged by the NPM trends whether implicitly or explicitly
(Worrall, 2011; Hall, 2011).

According to Ainabor (2011), in applying ICT, efficiency can take different forms. For example,
one form is to scale back errors and improve consistency of outcomes of governmental projects
through automating standard tasks. The second form of efficiency improvement is to reduce
costs and the many layers of organizational processes (the popular bureaucracy) by streamlining
operating procedures through e-applications. Part of efficiency improvement is a reduction in
time spent on repetitive tasks. This, without doubt, will give the federal, state, and local
government employees ample opportunity to develop new skills and advance their careers. It is
highly believed that no managerial reform can be materialized unless it is supported by ICT to
improve the effectiveness and efficiency of personnel management, procurements, and many
other government activities (Ambali, 2010).

The United Nations Public Administration Network (2012) noted that, while it is vital
important to continue with service delivery, governments must increasingly begin to rethink in
terms of e-government and e-governance (i.e., ICT use in delivering government services).

17
According to UNPAN (2012), ICT is often utilized in diverse applications to accelerate
information dissemination, improve the efficiency of public services, increase the transparency
and accountability of state administration, reduce corruption, and facilitate citizen participation
in governance. From the above position of UNPAN, it means access to ICT is crucial to
sustainable agenda for administrative transformation.

(Ewuim et al., 2016) argues that ICT extends the reach of public services to the remotest areas,
and allows information to flow in both directions, thus effectively empowering the poor and
giving them a voice. Most communities in the country are isolated and may not be aware of the
activities of the government. This little question would have hamper service delivery on the part
of the service providers. But such isolated communities have been integrated into the global
economy. It also makes a positive impact on the growth and development of an organization,
improves the overall performance of government in areas such as health, education, agriculture,
etc. Therefore, any public sector that can establish and develop ICT will reap the benefits of
improved service delivery. The emergence of ICT for service delivery according to(Ewuim et al.,
2016) indicates ‗‘that there is a strong link between information Technologies and the length of
socio-economic development in a country‘‘. Therefore, ICTs are considered an aid to socio-
economic developments. Nwabueze & Osioko (2007) still believe that ‗‘the emergence of
information technologies (ICT) enables the citizen to directly communicate to the government
through Mobile Communication and Internet Service to voice out and suggest developmental
project needs of the people at a local level in a state.

Generally, e-governance can improve public service delivery through the following;

 Setting service standard: This will assist the public to measure the department's
services, and play an important role in service improvement plans. Service standards
would aim to measure public satisfaction with the products or services being delivered.
Relating this principle to ICT support would imply if the government department or
agency has specific measurable service standards.
 Increasing access: Access to information and services empowers citizens and creates
value for money, quality services. It reduces unnecessary expenditure for the citizens.

18
  Providing information: Availability of information with regards to products and
services should not only be at the service point but should also strive to extend the
supply of products and services to the general public who are distant from those
service points ((Visser & Twinomurinzi, 2008). The main area of focus would be to
extend the supply of data to the general public who are distant from service points.
 Value for money: Improvements to service delivery should not come at a premium to
the public.
 Incorrect information provided or processes reengineered could result in the public
having to spend more time, effort, or even money to receive a product or service. Service
delivery improvement should strive to be done with the same amount of resources or
even less. E-government should support the public to receive cost-effective services and
products.

2.5. Theoretical aspects of e-governance

The word e-governance are often viewed at the crossroad of two major shifts governance and
information revolution. The issue of governance has been around for a few decades. According
to the Concise Oxford Dictionary (9th Edition), the word governance has been developed from
the Greek word kuberna' which means 'steer'. The first classic political science essays on the
subject talked about the concept of 'governability', which made the rule of law the core to
development.

Globalization with the emergence of new information and communication technologies (ICTs)
has a profound impact on the development of e-governance notion. ICT replaced two basic
elements of production; labor and capital with information and knowledge for the first time in
the last two centuries. The Internet created the same breakthrough as the printing press did in the
15th century. It shapes the facility to communicate, share, distribute, exchange, formalize, use,
and network information at a speed that's not experienced before. ―E-governance reflects
a process of re-invention and re-engineering in governance and 'is aimed towards adapting
administration to the further increasing flow of information: accelerating the process of decision
making by optimizing resources, and making the mechanism for deciding self-regulating' (Baev

19
2003).‖ There are different theories of e-governance in public service delivery. Those are the
following:

Theory of rationalization: Rationalization theorists argue that E-governance has tremendous

potentiality in improving governing process and therefore there is rationality in decision making
(Taps Scott 1997). This theory is based on classical Cybernetic theory and argues that
information reduces uncertainty and increases control.

Rationalization at cost theory: The second theory postulates that there is a cost or price for the
rationality posture. It is on account of over bureaucratization decisions that are being made with
the help of algorithms are shifted away from politicians to permanent officials because they
ceased to become part of the policymaking process. The most aggressive kind of argument put
forward by these theorists is that E-governance techniques are pervasive; so that the citizens may
become docile subjects of authority.

Erosion of rationality or noise theory

The third perspective on E-governance is that E-governance would do away with rationality.
They argue that policymaking is a time-consuming process and the problem of information
overload on account of IT penetration would distract the attention of policymakers from
qualitative and unstructured factors to quantitatively measured and structured factors and
information (Perry, 2001). The theorists believe that excessive technological domination would
lead to weak decision-making based on judgment. Erosion of rationality supporting people
denies cybernetic school that information is control and prefers to argue that information is
noise.

Socio-political domination over technology or social shaping theory

They believe that there will be no implication of technology on the political rationality of
decision-making. The process of governance is shaped by the socio-political forces and
technologies are just means for conflict conservative social and political shaping or change of
styles of Governance (Perry, 2001). The main debate they put across is that technologies could
provide an opportunity for policymakers to demonstrate to the public the authority of their
decision-making capacity, however, the real basis on which decisions are made is out of political

20
Reasons. The protagonists of the theory claim that there are several instances, available that
provide adequate support for the totem theory or social shaping theory.

Comparative analysis theories

The four theories can be empirically tested in different ways. The control theory or theory of
rationalization could be applied empirically by observing direct attributes of phenomenon such
as individual decision-makers satisfaction, their sense of efficacy, control in their work,
collective action capabilities of groups of decision makers (Perri, 2001). Whereas the social
shaping theory or totem theory identifies with distant phenomena or dimensions, symbols
meanings, group identities, and means by which they form group interests.

2.6. Objectives and Opportunities of E-Governance

2.6.1. Objectives of E-governance

The objective of E-governance is not just to computerize government offices it is to gradually

transform the way the government operates. But the process will take time and a significant
amount of re-engineering of processes. Hence, E-government is not just another way of doing
existing activities; it is a transformation on a scale that will fundamentally alter the way public
services are delivered (Al-Mushayt et al., 2012). The most important anticipated benefits of E-
governance in developed, as well as developing countries, are improved efficiency (citizens get
connected to the government more easily using electronic means of communication. This results
in better efficiency in public service delivery through faster dissemination of government
information to a larger audience), increase in transparency and accountability of government
functions, convenient and faster access to government services, improved democracy (Equal
opportunity is given to all or any to access information regardless of the person's physical
location or disability and therefore the elimination of the bureaucracy experienced in
government offices), and lower costs of administrative services (interdepartmental exchange of
information and merger of related services is enhanced among government agencies with an
accompanying reduction of transaction costs, time, space and manpower) (Adeyemo, 2010).)

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2.6.2. Opportunities of E-governance

Electronic delivery of public services by the government not only results in efficiency, better
quality but above all facilitates equitable access. Once the services are available through Internet,
Kiosks, Integrated Service Centers, Mobile devices, it becomes very convenient for people in
urban also as rural a part of the country to avail these services, as governments in many of the
countries, also as private sectors, are within the process of creating tons of investments in
extending the communication infrastructure to the remotest parts of the country to succeed
in the unreached. It also is benefiting public sectors in achieving higher productivity, efficiency,
enhanced transparency, accountability, responsiveness lead to an overall improvement in the
image of the government in the minds of the citizens. Raised trust levels lead to an improved
relationship between government & citizens as well as government & business, one of the major
objectives of e-governance (UNESCO, 2005).

As Nadou (2004), has identified by her research the following are major opportunities that will
gain from applications of E-governance;

a. Cost reduction and efficiency gains; The appropriate application of E-governance may
reduce the number of inefficiencies in processes by allowing file and data sharing across
government ministries/departments, thereby contributing to the elimination of mistakes from
manual procedures, reducing the specified time for transactions. Efficiency is
additionally attained by streamlining internal processes by enabling faster and more
informed deciding, and by speeding up transaction processing.
b. Quality of service delivery to businesses and citizens in the traditional model of public
service delivery, the procedures are long, time-consuming, and lack transparency. A
business that wishes to obtain a license or a permit has to fill out several application forms,
has to visit several different offices, and spends a considerable amount of time. If a citizen
wishes to be issued with a certificate or any other official document, s/he will have to travel
to the central government office, go to different offices and spend tons of your time for easy
service. An E-governance initiative, on the other hand, which puts government services
online, thereby reducing the bureaucracy, offers round the clock accessibility, fast and

22
 Convenient transactions, and enhances the standard of services, in terms of your time,
content, and accessibility
c. Transparency, anti-corruption, accountability: E-governance helps to increase the
transparency of decision-making processes. In many cases, E-governance offers
opportunities for citizens to directly participate in decision- making, by allowing them to
provide their ideas and suggestions in forums and online. If websites are designed carefully
and openly, they can be valuable resources for transparency as citizens, businesses and other
stakeholders shall be able to see political and governmental information, rules, and policies.
Previously it had been often necessary to travel on to government offices to
get information, but now this information should be available online.
d. Increase the capacity of government: The use of E-governance platforms for the
reorganization of internal administration transactions, communications, and interrelationships
and easy information flow and transfer offers considerable opportunity to increase
government capacity. Intranets allow different departments to share databases of common
customers and to pool the skills and capacities of their members for problem-solving. These
facilities in turn will pledge faster information flow and transfer, quicker and cheaper
provision of goods and services, faster and better decision-making processes, and unplugged
paper bottlenecks. Knowledge-based or expert systems help to make a more responsive and
guideline-based process. It also assures benefits to the government itself through reduced
costs and spending, which could require lower taxes to finance.
e. Network and community creation: E-governance creates both pressures and opportunities
for network creation and community building. Nadou 2004 argued before and E-governance
initiative requires a complex web of interrelationships among government, citizens, NGOs,
CSOs, customers, businesses, employees, and governmental agencies. Moreover, the very
nature and function of E-governance require a network approach to put together skills,
technologies, information, and knowledge that span the boundaries of different governmental
agencies. It is generally impossible to seek out all of them in one single governmental
agency. The need for learning and training, for example, requires a partnership between
government agencies/departments and universities or research institutions, private sectors,
and NGOs.

23
f. Improve the quality of decision making: E-governance has the potential of linked
community creation, forums, continuous interaction, and communication between
government and its citizens and other stakeholders contribute to the decision-making process.
Through active participation in political and government discussions, citizens can contribute
their ideas, and share their knowledge and information.
g. Promote the use of ICT: In other sectors of the society, Continuous interaction and
communication between the government and its stakeholders contribute to the creation of
awareness about the potential contribution of ICT to local community activities. In this way,
E-governance plays a vital role, not only in facilitating market-led initiatives but also in
initiating the process of capability building and in coordinating the actions of a large number
of interested stakeholders. For G2B electronic transactions to occur, the business itself needs
to make use of electronic equipment.

As World Bank stated (WB, 2012) the e-government's ultimate objective is offering an enhanced
portfolio of public services efficiently and cost-effectively to citizens. The e-governance also
could provide more transparency for the government because it enables the general public to be
informed about what the government is functioning on and therefore the policies which are
enforced. The primary benefit would be replacing and optimizing the Paper-Based System while
implementing electronic government. That could save lots of time; money and also the
environment in return due to reducing paper consumption. The implementation of e-government
could also promote better communications between government and business sectors. In
summary, more efficiency, enhanced services to better serve citizens, better accessibility of
public services, more transparency, and accountability of government are the expected
advantages of e-governance (WB, 2012).

2.7. Challenges of E-governance

Despite it's evident that E-governance and ICTs are powerful drivers for quality public service
delivery there remain many challenges that hamper the exploration and exploitation of its
opportunities. The multidimensionality and complexity of E-governance initiatives imply the
existence of a good sort of challenges and barriers to its implementation of various platforms and

24
packages. Practically, these barriers can have a big effect on the event of state organizations'
capabilities to supply online services and transactions.

Generally this all that listed below is the challenges of e-governance implementations:

Lack of institutional framework supporting e-governance: Creating an institutional

framework supporting E-governance initiatives(Nkwe, 2012). This includes fixing a high-
level committee, monitoring implementation activities, ensuring e-government investment
reviews, and establishing clear mandates and responsibilities for implementing e-government. It
is important to define clear mandates and responsibilities decide to allow effectively for E-
governance development and ensure proper coordination across government agencies (UNDP,
2006).

Digital divide: The digital divide is usually described in terms of the difference within
the number of telephones, internet users, or computers per head between rich and poor countries.
Ownership of private computers and disparities in internet access are among the
foremost important challenges faced today in implementing e-government. The digital divide in
developing countries generally and Africa, especially, is closely tied to the contextual economic
environment of nations. Countries with thriving economies are by and enormous related
to increased access to ICTs compared to those whose economies do badly (Nua, 2002

Privacy and security concerns: The security and privacy of data is another serious technical
challenge. Participants feel that using websites to transfer their personal information (critical
document uploading, inputting name, picture, and date of birth, master card details), sharing
information with public agencies online or electronically isn't safe. They are afraid that e-
services websites aren't secure enough to guard their private information against being misused
or distorted by hackers. ―For e-government activities, service continuity is critical not just for
the supply and delivery of services but also to create citizen confidence and trust (Nkwe, 2012)

Limited IT skills and training: this includes a scarcity of computer literacy among the citizens,
businesses, and government sectors themselves. In developing countries, people that have skills
in ICT are very limited. The bulk of those who have them are young citizens thus the elders are
going to be overlooked in adopting e-government. The opposite major problem is that even the

25
gov‘t employees or those that are alleged to make the e-government run smoothly don't have the
talents.

Culture and Attitudes: ―Overcoming cultural inertia is one of the most challenges to e-
government implementation in developing countries (Ndou, 2004)‖. Heeks (2003) reported that
the main reason behind e-government project's failure in most, if not all, developing countries are
that the gap experienced between the planning and reality of data systems implementation.
Usually moving from paper-based

2.8. Stakeholders in E-governance

The adoption of E-governance in any country shall involve the active participation and
contribution of several key players and stakeholders in the entire process. Some of the
importance of stakeholders (UNESCO, 2005; UN, 2008; Otike and Ntulo 2013) has including:

a. Political Leaders

No E-government initiative no matter how well-strategized can bear fruit unless there is a will to
do so by the political leadership in the country. This stands true for almost all nations and the top
leadership in the country must be sensitized enough towards the need for electronic governance.

b. Government Ministries/Departments/Agency

The government departments in the least levels during a country got to ensure an ideal backend
integration of systems and processes to make sure a smooth and seamless transformation of the
gov‘t to a digital state. The E-awareness amongst the gov‘t employees and their willingness to
embrace change shall play a key role within the whole process. Public sector ministries/agencies
integration has a pivotal role in providing their services in an easily coordinated way and
potentially reducing the tediousness and tiredness of service users here to there in accessing
services from different agencies and organizations.

26
 c. Legislative body

Formulation and enactment of well-crafted IT laws and policies may be a prerequisite for the
success of an e-government venture and therefore the role of law-making bodies assumes
paramount importance during this regard.

d. Citizens

Being the key beneficiaries of the entire process, the citizens play a crucial role as they are
the ones to expect fast and convenient delivery of online information and services from the
government and would also contribute effectively to the process of policymaking by voicing
their opinion and views electronically.

e. Private sector

A healthy collaboration and partnership between the government and the industry/ private sector
entities shall lead to an easy fulfillment of E-government goals as both the parties can draw
benefit out of the ventures. The private sector can be an investor for e-government initiatives and
can also add value to the e-government initiatives through the deployment of advanced
technology and global expertise. Apart from the commercial aspect, they would in turn benefit
from the increased efficiency, transparency, and accountability of the government.

f. International organization and NGOs

These can play a crucial role by being facilitators and motivators for the projects. Through an
efficient promotion of the e-government initiatives, these agencies can raise awareness amongst
the common citizens and may also contribute by completing research within the area and
exchanging best practices with countries that have already proved successful in some areas of E-
governance platforms.

27
 Gov‘t
agencies Legislative
Political
bodies
leaders

STAKEHOLDER IN E-
GOVERNANCE

NGOs Private Citizens

sector

Fig 2.2.Stakeholder in e-governance

2.9. E-governance and land administration

The application of e-governance in land management is an important issue. Land administration

as a term has been defined in many publications and several vocabularies and different from
country to country. According to Williamson and Steudler (2002), Land Administration is
defined as the processes of determining, recording and disseminating information about the
tenure, value, and use of land when implementing land management policies. To tackle the
difficulty of land-related troubles, the government has introduced e-government practice in land
administration

According to (UNECE, 2005), ―Land administration is defined as the process of

determining, recording and disseminating information about the tenure, value, and use of land
when implementing land management policies‖(Maasikamae, 2005).

FAO defines land administration as to how the rules of land tenure are applied and made
operational (UNCE, 2015):

 Land rights: the allocation of rights in land; the delimitation of boundaries of parcels for
which the rights are allocated; the transfer from one party to another through sale, lease,
loan, gift, or inheritance; and so the adjudication of doubts and disputes regarding rights
and parcel boundaries(Feeyes, 1987).

28
  Land-use regulation: land-use planning and enforcement and the adjudication of land-use
conflicts.

 Land valuation and taxation: the gathering of revenues through forms of land valuation
and taxation, and the adjudication of land valuation and taxation disputes.

2.10. Empirical Studies on E-governance

2.10.1. E-governance and Developed Countries

Developed nations have advantages over developing nations in technological development. They
have also utilized the versatile potential of ICTs. It is argued that in developed countries
computer and internet is the base of delivery, while in most developing countries it is still treated
as a luxury (Pani and Mishra 2007).

U.S and e-governance

The U.S is a world leader in E-governance initiatives. The U.S government's E-governance
policy is guided by three principles-citizen centered, results-oriented, and market-based (Pani &
Mishra 2007: 18). At the end of 2002, E-government Act was signed with a focus on providing
solid leadership of the information technology activities of federal agencies. E-governance
activities of the U.S government are based on three dimensions. They are:

a. Government to citizen: The government to citizen (G2C) dimension focuses on giving

online access information and services to the citizens. Some of the G2C projects in the
U.S are Govbenefits.gov, recreation.gov, IRS Free File which is aimed at serving various
citizen services such as loan services, recreation services, and tax filing.
b. Government to Business: Government to Business (G2B) projects are aimed at
supporting business establishments in interacting with the Federal government. Through
this interaction business enterprises have certain advantages and the one-stop portals like
Regulations.gov, Export.gov serve the business people in a better way. Rules and
regulations on business can be obtained through Business.gov. Another portal called,
Consolidated Health Informatics (CHI) has been introduced to impart health information
among different organizations.

29
 c. Government to Government: Government to government interaction is intended to share
information at different levels of Government-state and local level so that it becomes
more citizens friendly. The projects called Geospatial One-stop, Disaster management,
SAFECOM, E-vital, and Grants.gov enables governments at all levels to access
information on geospatial activities in a cost-effective way. The disaster management
portal provides federal, state, and local governments information on disaster
management. SAFECOM is a comprehensive program to aid local, tribal, state, and
federal public agencies to improve public safety response through sophisticated wireless
communication (Pani and Mishra2007).

Canadian experience

Canada has introduced E-governance services which are affordable, accessible and responsive.
The core idea behind the Canadian initiative of E-governance is 'connecting Canadian intended
to provide information to citizens by involving all Government departments. The Service Canada
initiative is constructed around a single portal to integrate services in key areas such as
education, employment, health, procurement, social security, and so on. However, Canada faces
certain challenges to its E-governance initiatives.

U.K experience

The U.K has been a leading developed nation in the arena of E-governance. The U.K has
effectively accomplished the early stages of document distribution, workflow coordination, and
service delivery; however, coping with the democratic deficit is a challenging task (Raj, 2008).
Another interesting phenomenon of the U.K's E-governance experience has been the emergence
of labor and social activism. The political constituents of the U.K like England, Scotland, and
Northern Ireland have taken up initiatives in giving e-services to its citizens. In the U.K the local
authorities are also involved in E-governance initiatives. The local authorities are not only aware
of the E-governance needs of the local people but try to provide E-information and E-services
according to the needs of the people. Much has been done to overcome the digital divide in the
U.K by providing e-enabled channels and internet technology.

30
Australia experience

Australia has also contributed significantly to E-governance practices. It has established a

separate office for E-governance in 2003. The objective of the office is to transform how
government does business through Information and Communication Technology to improve
internal efficiency, transform service delivery and engage the community (Pani and Mishra
2007).

Electronic Service Delivery is in the process of providing government services through ICT.
Australia has initiated several seminars highlighting the importance of E-governance in both the
internal and external interactions of government agencies. The one such kind of E-governance
system is in Western Australia called the Electronic Service Delivery Strategy (ESDS) aiming at
improving E-governance system in public sector undertakings. This system provides guidelines
for changing the delivery of government services through electronic means which includes
transactions through the internet, SMS messaging and mobile. The whole of Australia,
Integrated Service Delivery (ISD) is the primary goal of E-governance. It has got three
dimensions such as integration, services, and delivery. Australian E-governance activities have
been focused on delivering Commonwealth services electronically on the internet.

In the so-called Asian dragons like Singapore, E-governance has the aim of transforming
Singapore into an intelligent island in which the use of information technology is widespread in
every aspect of human life- at the workplace, home, and play. Singapore started E-governance
activities in 1981 and today Singapore one network has provided high bandwidth to 99 percent
of the citizens. The e-citizen center – a portal to provide public services started as a pilot and has
grown into public service online. The traditional counter service continues along with this to
prevent any digital divide particularly for their senior citizens (Raj, 2008). In short, developed
nations are well ahead of developing nations in the field of E-governance.

2.10.2. E-governance and Developing countries

In developed countries, it is a reality that electronic interactions with government agencies are
conducted effectively as the analysis revealed but the same efficiency and quality may be a
difficult task for developing countries. However, developing countries may emulate the

31
experiences of developed countries by taking into consideration their needs and culture to serve
their customers better and save costs by making internal operations more efficient; cutting down
the complex and overstretched bureaucratic system (Basu, 2004).

There are also a lot of apprehensions among many people in developing countries regarding the
relevance of information society in the context of persisting poverty, widespread corruption
which requires immediate attention. Hence, E-governance in developing countries evokes certain
hopes and demonstrates opportunities. It is assumed that ICT can play a significant role in
developing countries in bringing modernization. Investment in communication infrastructures,
training, and learning would enable developing nations to enhance their competitiveness as
external service providers. There is also an indirect impact of ICT on poverty which is very
relevant in the context of developing countries.

E-government in Botswana

Botswana government invests US$76 million on its grand, but very achievable E-
government endeavor for 2011-2016 E-governance platform implementations(Nkwe, 2012)
Botswana is investing heavily on E-government. There is an increasing interest in the use of
Eservices by the public. The government has a website which provides a lot of information
on different aspects of Botswana; on the website one can download the requirements and
application forms of services without being in physical Contact with the government
departments (Nkwe, 2012)

E-government in Kenya

The adoption of ICTs, Kenya has come an extended way from the age of using mainframe
computers to the fashionable world of wireless and mobile technology. In particular the e-
government strategy outlines the objectives and process for the modernization of
government that cover the entire range of government operations, impacting C2G, B2G and
G2G as a means towards enhancement of transparency, accountability and good governance,
hence making government more efficient, result oriented and citizen focused (Siambi.W,
2008). The Kenyan experience is well articulated by (Okong'o, 2005) where both studies
show that the following factors are critical to the successful implementation of e -

32
government project: First, senior Management Commitment and Leadership are essential for
the participation of other government employees in the E-government objectives. Secondly,
the government is poised to make adequate budgetary provisions and forge viable public
private partnership will be useful for the implementation and roll-out and to invest in E-
government projects. Thirdly, the event of a regulatory framework for public-private
partnerships in Kenya is ongoing. The fourth issue is the ICT Personnel: The recruitment,
raining, re-training and retention of ICT professionals is critical to the success of any E-
government strategy. The Fifth issue is in regard to management and process re-engineering.
The Sixth issue touches on the need for an enabling legislation is required to achieve some
of the objectives defined in the E-government strategy and finally, there is need for
monitoring and evaluation.

E-government in Malaysian

Malaysian government has made concerted and sustained efforts towards ensuring the
successful implementation of E-government. Apart from the implementation of various E-
government platform flagships, it has developed and put in place institutional frameworks of
integration and coordination mechanisms all these supported by necessary guidelines and
ICT policies and legislations (Siddiquee, 2005).In line with the objective of providing
efficient and quality services to the public electronically, various ministries and agencies
within the government have introduced websites often allow the members of the public to
express their views and opinions about the quality of services provided and lodge their
complaints/grievances, these also serve as effective tools for public consultation and
engagement which is signature of Good governance.

2.11. E-government in Ethiopia

It‘s not too distant past Ethiopia has seen repeated political upheavals. But the incumbent
government has nevertheless declared good governance to be a priority. At present, Ethiopia
spends one tenth of its GDP per annum on IT. Efficient implementation of e-Governance can
substantially reduce the cost of Ethiopian government by increasing government officials
productivity, by dramatically cutting the time for the processing of information and regulatory
implementation, and through the wide implementation of e-procurement. Internet usage in

33
Ethiopia, according to Internet World Statistics is somewhat equivalent to that of Niger and the
Democratic Republic of Congo but far less than that of Kenya (1.2%) and South Africa (7.3%)
(Pathak et al., 2008)

However, the government is keen on privatizing the national operator—Ethiopian

Telecommunications Corporation (ETC)—and introducing competition in mobile and Internet
services. The mobile sector has been growing by 100% or more per annum in recent years
crossing the capacity limits. Broadband initiatives taken in 2005 are intended to bring the
country closer to the information society with higher budgets allocated for infrastructure
improvements in 2006. With the new ICT program the government of Ethiopia is endeavoring to
improve deteriorating public services. Its dream relies on the spread and usage of Internet
technology.

However, Ethiopia is yet to realize the potential benefits of employing ICT to curb corruption in
public sector. The wealth accumulated through corrupt means seeks safer destinations and moves
out of the country. Government agencies do not seem to be much motivated to distribute
information online, and automate processes that are subject to corrosive and corrupt influences.

Most government websites developed to point out the government‘s commitment to e-

Governance become dysfunctional or obsolete. Bureaucracy remains opaque. Therefore, it
becomes essential to spot specific targets in Ethiopia where ICT can be successfully applied as a
tool in curbing corruption and improving the quality of public services for the mass of citizens.
Further initiatives are underway. These include a project to connect all Federal Courts with a
centralized database through a Wide Area Network (WAN). To show case the value of ICT for
facilitating information delivery in local administration, recently the Economic Commission for
Africa (ECA), in collaboration with the Information Technology Center for Africa (ITCA),
launched a multimedia touch-screen kiosk in Amharic (the national language of Ethiopia) at the
Nefa Silk Lafto Sub-City of the Addis Ababa Municipality. Information Services Division‘s
(DISD) input to the cooperation framework established in 2003 between ECA and the Mayor of
Addis Ababa. Further in August 2005 a ceremony was held in the historic Ethiopian city of
Harar to mark the inauguration of a UNESCO sponsored community tele center.

34
The availability of Internet broadband facilities in major cities, even with varying degree of
penetration, and its non-availability in rural areas itself creates problems. It shifts power but still
leaves it in the hands of a few. Therefore the use of ICT for removal or reduction of corruption in

Ethiopia appears to be limited, not because of the failure of technology but because of the limits
to its reach among citizens generally. It may that the best that can be hoped for is a phased
approach that gradually extends reach and impact first in the cities and then in the rural areas.

According to reports of (Adam, 2010) in Ethiopia the E-government strategy has four objectives,
these are:

Bring the government closer to the people (building a good relationship between
government citizens): one of the objective of e-government approach is to boost the
consciousness levels of the people regarding the services make available by the government and
also their rights as citizens as well as build it easy for the citizens to pressure and participate in
development of government policies. This participation is anticipated to build a sense of
possession and culture of huge accomplishment leading to closer ties between the people and the
government.

Effective governance: implementing e-government approach will guide to backend automation

to a familiar collections of policies and standards showing to enhanced integration and
information sharing among them and in turn making the public-sectors more effective and
efficient in delivering their services and duties. And again, potential building to offer training to
public service employees on skills that will allow them to serve the customers in more effective
way is an important part of the general e-government strategy.

Service delivery of improvement: one aspires of e-government approach is the electronic

enablement of services to be delivered via alternate delivery channels such as: internet, mobile,
call center and the citizen facilitation centers. Using these alternate channels will allow the
citizens with another of how, when and where they cooperate with the government to facilitate
customer satisfaction levels with the government services. At the same time, it is also showing
that electronically enabled services would be not only faster and easier to access therefore; it
leads to a visible improvement in quality of service delivery.

35
Growth of socio-Economic: private-sector involvement and deployment of its capital,
entrepreneurship and competence will promote the realization of the E-government projects. On
the same way, the private-sector would also beneficial from e-government program such as:
government services will be delivered faster at the lower cost to the citizens therefore, resulting
in lower costs of doing business. This promotes economic growth and sustainability of the e-
government initiatives.

2.12. Conceptual framework

Land administration the most confronted issue in both developed and developing countries
including Ethiopia. E-governance is one of the effective approaches for bringing effective and
efficient public service, especially in land administration. E-Governance has various
opportunities and challenges in public service delivery. Based on this the conceptual framework
is developed as follows.

Challenges of E-
governance
E- Public service
governance delivery

Implementing of E-governance
governance
governance
governance
Fig.3.2. conceptual framework
governance

36
 CHAPTER THREE

b. RESEARCH METHODOLOGY

3.1. Research Design and Approaches

A research design will be the arrangement of conditions for collection and analysis of
data in a manner that aim to combine relevance to the research purpose with economy
in procedure; and it is the conceptual structure within which research is conduct; it
constitutes the blueprint for the collection, measurement, and analysis of data (Kothari,
2004).
The study employee both qualitative and quantitative research approaches; thus mixed
research design will use to the study to analyze the challenges in implementing in e-
governance. Since the research theme will be complex one, the mixed approach
employee will be convenient for selection of methods and data instrument, data
collection and analysis.

3.2 Sources and Types of Data

This study will be use primary and secondary sources. The primary sources will be
individual respondents and institutions involved in land administration. The
instruments use will be questionnaires, in-depth interview . guides with select
government officials and stakeholders and Focus Group Discussions (FGDs). Open
ended questions and guides will be use for interview and FGDs. The secondary sources
will be government documents, academic research reports, journals, internet, books,
policy documents and international organizations reports. Thematic checklist will be
use as instrument of data collection.

The types of data use in this study will be both quantitative and qualitative. The
quantitative data types include numerical information related with the challenges in
implementing e-governance in Shinile woreda in land administration sector. The
qualitative data types include non-numerical facts that described challenges in
implementing e-governance obtain through KII, FGDs

37
3.3. Methods of Data Collection
The study employee four methods: these will be survey, focus group discussion, key
informant interviews and desk review. The survey method will be use to collect data
on, socio demographic data that is essential to identify challenges for e-governance,
data on e-governance issues, factors that are affecting .the implementation of e-
governance system, currents e-governance situations in the land administrations
system, difficulties in implementation of e-governance system and the changes in the
capacity of the land administration sector in the process of implementing e-governance
system. The focus group discussion will be use to collect data on challenges that
hamper the implementation of e-governance, data on solutions that are put in place for
difficulties in the implementation of e-governances. The key informant interview will
be use to collect data on the participation of stakeholders in findings solutions to the
difficulties in implementing e-governance in land administration, future direction in
implementing the e-governance for better land administration system and factors
affecting in implementing e-governance in the sector. The desk review will be use to
collect secondary data on policy issues, benefit obtain after implementing the e-
governance in the institution. The methods will be select to triangulate data sets,
perspectives and analysis of evidence from the field. The instruments that will be use
in line with the methods will be questionnaire (for survey), thematic guides (for FGD
sand KII).
3.4 Survey and Questionnaires Design
The study analyze the challenges in implementing e-governance in Shinile woreda in
land administration sector. Thus it employee cross-sectional survey design. The
questionnaire will be design such way that appropriate to achieve the desire objectives.
The questionnaires will be structured and administrated to the select employees of the
institution. In addition to these the questionnaires will be close and open ended. This
will be useful for generating descriptive statistics on the current e-governance
challenges in the institution, factors affecting its implementation, solutions for the
problems, participation of stakeholders and capacity of the institutions in implementing
e-governance.

38
3.5 Key Informants Interview

Respondents here include key experts and knowledgeable persons in the area. The
persons will be select based on the role and responsibilities they had in the concern
institutions. The interview will be focus on data on the participation of stakeholders in
findings solutions to the difficulties in implementing e-governance in land
development and administration, future direction in implementing the e-governance for
better land administration and factors affecting in implementing e-governance in the
institutions. Because these key informants will be assume to give information on e-
governance implementation in the institutions for the reason of better land
development and administration in the institution. Thematic guides will be use for
collecting qualitative data and support the numerical data.

3.6 Focus Group Discussions

Respondents here include key experts, knowledgeable persons and select citizens in the
area. They will be select according to the operations they carried out in the institutions
and their educational background. The Focus Group Discussion (FGDs) themes focused
on challenges and solutions to overcome difficulties in implementing e-governance in
land administration sector for better land management system for (he benefit of
government, stakeholders and citizens. The FGDs helped identifying perspectives from
different persons. Thematic guides will be use here.

3.7 Desk Review

The desk review engage on policy documents, implementation reports and materials
available on e-governance in the Siti Zone (optional). It will be focus on secondary
and qualitative data.

3.8 Sample and Sampling Design

3.8.1 Sampling Design

The sampling design of the research will be snowball sampling technique. Snowball
sampling technique will be prefer because this technique use to identify people who
meet the criteria for study or who were experts or knowledgeable persons in the areas
of e-governance system in the institutions.

39
The site will be purposefully select because of its accessibility for the researcher to
conduct the thesis. Otherwise all Siti Zone has equal chance to be included in the
sampling design.

3.8.2 Sample Size Determination

The total population sample frame will be employees in Uraba plan and information
preperoration in Institution (UPIPI), Land Development Bank and Urban Renewal
Center (LDBURC). Design and Construction Permit Cel). (DCPC). Land Development
and Ownership Administration Center (LDOAC) and Information Technology Center
(ITC)
From twelve (12) Woredas of the Siti Zone. The total number of employees in UPIPI.
DCPC, LDBURC, LDOA and ITC will be 17, 36, 36, 60 and 9 respectively in the
twelve woredas of the Siti Zone. The total population of the study will be estimate to
158. Since the population will be unknown clearly, in the use. Of electronic
governance in land administration sector, 50% of the population will be take as a
sample size. The sample size will be thus 79 respondents

3.9 Methods of Data Analysis

The study analyze the challenges in implementing e-governance in Shinile woreda in

land administration sector. Thus it employee cross-sectional survey design. The
questionnaire will be design such way that appropriate the study employee various
analysis tools. Data will be trimming and organize and enter into SPSS. The
quantitative data will be analyze using data summary from SPSS, version IS. This
comprise numerical data on facts. Variables like the number of internet connection,
number of software use, number of information technology professionals in the
institution and capable number of human resource to carry out e-governance and
number of employees took training in the last 12 months. The qualitative data will be
analyzed by interpreting and describing the obtain data narratives (results). It include
factors affecting the implementation of e-governance, availability of ICT
infrastructure, participation of stakeholders, solutions put forward to overcome
challenges implementing e-governance and the capacity of the institution in
implementing e-governance. The Desk review data will be analyze using contents and
40
themes.

41
 4.1 Work Schedule of Research Activity
Work Schedule
No Research Activity
J F M A M J J A S O N D
1. Topic refinement through literature review X
2. Select a problem X
3. Proposal Writing X
4. Research proposal Submission X
5. Data Collection X
6. Data checking, Data entry and cleaning X
7. Analyze data and Report X
8. Submission of first phase of the research
9. Submission of final draft X
10. Presentation of final paper X

42
4.2 Required budget
Table 2: Costs for personnel

S/No Title No of person Date Per-diem Total birr

(duration) (birr)
1. Secretary 1 30page 3/page 90.00

2. Data Collector 1 5 80 400

Total birr 490.00

Table 3:Cost for Material and Equipment’s

S/No Items Unit Amount Unit price Total birr
( birr)
1. Duplication paper Ream 4 90.00 360.00

2. Pen Pcs 5 3.00 15.00

3. Internet service Hrs 15 8.00 120.00

4. Flash disk Pcs 1 350.00 350.00

Total birr 845.00

43
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