Examining The Effectiveness of e-Governance in Public Institutions for Service Delivery: A Case Study of the Ministry of Lands in Lusaka

The aim of the study was to examine the effectiveness of e-Governance in Public Institutions for Service Delivery. This is a case study of the ministry of lands in Lusaka. The study embraced a cross-sectional study design, employing a quantitative methodology for gathering primary data. Data entry and statistical analysis was done using the Statistical Package for the Social Sciences (SPSS) version 26 and STATA. For inferential statistics Chi-square analysis was employed to establish associations between variables. The adoption and effectiveness of e-governance systems at the Ministry of Lands (MoL) have shown positive trends but also highlight several challenges. Most employees engage frequently with e-governance services, particularly online land registration, with 55% accessing platforms weekly. While 40% find the systems easy to use, usability remains a concern for many, and technical issues (60%) and internet connectivity (30%) are the primary barriers. E-governance has improved service delivery, with 65% noting significant improvements, especially in speed and accuracy. However, bureaucratic delays persist for 75% of participants, and integration with other government agencies is poor. AI and digitalization of records are seen as key strategies for enhancing service delivery, though challenges such as insufficient funding and technical expertise remain. The study recommends that the Ministry of Lands enhance user training and technical support to improve digital literacy and usability, strengthen ICT infrastructure and connectivity to ensure reliable system access, and improve integration with other government agencies for seamless data exchange. It also advises expanding the use of artificial intelligence and automation to streamline operations, increasing citizen engagement through mobile and interactive platforms, and tailoring services to meet diverse user needs. To sustain progress, the Ministry should allocate adequate funding, build technical expertise, enhance data security through regular audits, and establish continuous monitoring and evaluation mechanisms to ensure e-governance remains effective, efficient, and responsive to technological and user demands.