E‐government and public service quality in Ghana

This article contributes to the growing discourse on the potential of e‐government to transform the operations of public sector institutions, thereby improving public services. It does so by conceptualizing public service quality into efficiency, economy (cost reduction), customer satisfaction, and...

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Bibliographic Details
Published inJournal of public affairs Vol. 17; no. 3
Main Author Osei‐Kojo, Alex
Format Journal Article
LanguageEnglish
Published London Wiley Subscription Services, Inc 01.08.2017
Subjects
Access
Communications technology
Cost control
Cost reduction
Customer satisfaction
Electronic government
e‐government
Ghana
Illiteracy
Information technology
Infrastructure
Internet
Power
Public sector
public service quality
Public services
Qualitative research
Quality of service
Satisfaction
Towns
Villages
Ghana
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Summary:This article contributes to the growing discourse on the potential of e‐government to transform the operations of public sector institutions, thereby improving public services. It does so by conceptualizing public service quality into efficiency, economy (cost reduction), customer satisfaction, and service accessibility and draws on qualitative data from the Ghanaian narrative for illustration. As previous studies have demonstrated, this study also affirms the potential of e‐government in improving public services delivery by increasing efficiency, reducing the cost of operations, expanding access to services, and achieving customer satisfaction. Yet, there remains a repertoire of challenges such as weak ICT infrastructure especially in towns and villages, incessant power outages and illiteracy, which are drawbacks to fully harnessing the benefits of e‐government in Ghana. The study recommends that these challenges should feature prominently in e‐government policies to increase the chances of solving them.
ISSN:1472-3891
1479-1854
DOI:10.1002/pa.1620