Thesis:

Influence of e-governance on public services delivery in Gasabo district in Kigali, Rwanda

The purpose of this research was to examine the influence of e-governance on public service delivery in Gasabo District. The objectives of the study were to examine the influence of e-governance on the provision of public services in Gasabo District, the influence of e-governance on the coordination of public services, the influence of e-governance on the control of public services delivery and identify measures to enhance e-governance for improved public service delivery in Gasabo District. The study utilized Mark Moore's Public Value Theory and employed both qualitative and quantitative research methods. A correlational research design was adopted to understand the relationships between variables. The target population for the study is 19,630 based on the 2022 census. A sample size of 389 respondents was selected using stratified random sampling, and 15 key informants were selected using purposive sampling. To ensure the validity and reliability of the data, the study employed techniques such as pilot testing of instruments, triangulation, and reliability analysis. Data was analyzed using descriptive statistics and presented in tables, charts, and graphs. The results show e-governance has positively influenced public service delivery in terms of speed, accessibility, and transparency. (54.4%) of respondents rated service speed as fast or very fast, while 82.2% of respondents rated service availability. The efficiency of coordination, 60.5% of users find these platforms user-friendly. The findings highlight that digital platforms foster better oversight and accountability. Despite the successes of e-governance, some challenges remain, including slower service speeds for a portion of users and limited access for certain groups. Addressing these issues requires optimizing platform performance, improving digital literacy, and increasing government efforts to expand reliable internet access. This study recommends that the government should simplify digital platforms for user-friendliness, while future research should assess its long-term impact across diverse regions and socio-economic contexts in Rwanda.