Assessing the effectiveness of e-government initiatives in improving public service delivery in peri-urban districts: A Case study of Kafue Town Council

Abstract

In the digital era, e-government has become a key driver in transforming public service delivery by promoting accountability, transparency, and citizen engagement. This study, titled “Assessing the Effectiveness of E-Government Initiatives in Improving Public Service Delivery in Peri-Urban Districts: A Case Study of Kafue Town Council,” sought to evaluate how effectively e-government initiatives have enhanced service delivery in Kafue District, Zambia. The research adopted a mixed-methods approach, integrating both quantitative and qualitative techniques. Data were collected from a sample of 100 respondents, and quantitative data were analyzed using the Statistical Package for Social Sciences (SPSS) version 20, while qualitative data were examined through thematic analysis.The findings revealed that 70% of respondents had a clear understanding of e-government services, while 30% lacked awareness. It was established that 40% of respondents used e-government services frequently, 30% sometimes, and another 30% rarely or never used them, indicating uneven adoption across the population. Time efficiency and convenience emerged as the main motivations for using e-government platforms. Qualitative insights showed that respondents commonly utilized e-government for online payments, business license applications, and registration services.The study concluded that e-government adoption in Kafue District is gradually improving but remains hindered by limited awareness, inadequate digital infrastructure, and trust-related challenges. While citizens appreciate the convenience and efficiency offered by digital platforms, disparities in usage reflect existing digital inequalities. The study recommends enhancing public awareness and digital literacy through continuous sensitization programs, community workshops, and media campaigns. It further suggests that future research should explore citizen trust, data security concerns, and comparative adoption patterns between urban and rural areas to support inclusive digital transformation. Keywords: E-Government, Public Service Delivery, Digital Transformation, Awareness, Digital Literacy, Trust, Kafue District, Zambia.