Examining the Effectiveness of e-Governance in Public Institution: A Case Study of Ministry of Local Government Land Records Unit

This study examined the effectiveness of e-governance in enhancing service delivery and operational efficiency in the Land Records Unit. The study adopted an exploratory case study design and utilized a mixed-method approach, combining both qualitative and quantitative techniques to collect primary data. The study found that e-governance positively influenced service delivery, transparency, and accountability in the Ministry of Local Government’s Land Records Unit. The study found that E-governance has improved service delivery, operational efficiency, and transparency in the Land Records Unit. About 32.5% of respondents accessed land registration and 30% accessed plot allocation services online, with 75% completing transactions within a week. Record accuracy (37.5%) and faster processing (35%) were the main satisfaction drivers, though approval bottlenecks (37.5%) and system downtime (27.5%) caused delays. File retrieval efficiency improved (35%), and technical officers benefited most (35%), but limited training (35%) and technical errors (27.5%) constrained operations. Transparency gains were noted through accessible application status (37.5%), complaint tracking systems (35%), and automated activity logs (37.5%), with citizens as the main beneficiaries (42.5%). Major challenges included unstable internet (37.5%), limited staff capacity (35%), and weak infrastructure. Policy reform (37.5%) and infrastructure investment (35%) were identified as key strategies for sustaining E-governance effectiveness. To improve service delivery, the Ministry should improve technical reliability by upgrading servers, software, and internet connectivity, while enhancing platform accessibility through a simplified interface, mobile options, and multilingual support. Adequate resources and regular system maintenance should be ensured, alongside continuous staff training to build technical competence and address resistance to change.