Digital Governance and the Efficiency of Public Service Delivery in Developing Countries: Evidence from Local Governments

Abstract

This article examines how digital governance shapes the efficiency of public service delivery in local governments in developing countries, with particular attention to selected local governments in Uganda. The article is anchored in Digital Era Governance, which treats digital reform not simply as the automation of existing procedures but as the reintegration of fragmented processes, the redesign of services around citizens’ needs, and the digitization of administrative routines. A convergent mixed-methods design was used. Quantitative data were generated through structured questionnaires administered to 120 respondents drawn from local government officials, ICT personnel, and service users, while qualitative evidence was obtained through key informant interviews and document review. Quantitative data were analyzed using descriptive statistics, and qualitative data were interpreted through thematic analysis and then integrated with survey findings. The results show that electronic document management systems, online tax payment platforms, digital land records, and online service portals are increasingly used in local governments and are associated with shorter service processing time, greater transparency, and improved citizen satisfaction. However, the findings also reveal that the benefits of digital governance are uneven because financial constraints, weak ICT infrastructure, poor internet connectivity, and limited digital skills continue to restrict implementation. The article argues that digital governance improves service delivery most effectively when technological adoption is supported by organizational capacity, process redesign, and inclusive citizen access. Its main contribution is to move beyond descriptive accounts of e-government by offering a clearer theoretical framing of digital governance, a more critical review of competing perspectives, and a methodologically stronger account of how local government evidence can be generated and interpreted in developing-country settings.