CHAPTER ONE

INTRODUCTION

1.1 Background to the Study

The ultimate goal of public service today, is to deliver services to

Nigerians, in line with the democratic ideals of a new Nigeria. Public service

has to ensure that services are provided in an equitable and transparent manner

to redress the laxity in service delivery in the public sector. This informs the

advocacy for the clutch of digital technology in public service in a bid to cope

with organizational changes and new skills required to improve on public

service delivery. As a response to growing level of digital technological impact,

the Federal Executive Council (FEC) of Nigeria in 2001 approved the Nigerian

National Information Technology (IT) policy (Okwueze, 2010). This vision is to

make Nigeria an IT capable country in Africa and a key player in information

society by the year 2020, using IT as the engine for sustainable development

and global competitiveness. Today, modernising the state without e-governance

is not thinkable anymore both in theory and in practice. A growing number of

developing countries have advanced in their practice of e-governance. Nigeria,

as a nation, cannot relish in the disadvantages of being left behind in a

globalising world (Okwueze, 2010). Hence, the call for the introduction of e-

governance in Nigerian public service administrative practices.

Information and Communication Technologies (ICTs) have changed the

process of governance in the world (Fatile, 2012). This phenomenon has given
1
birth to contemporary e-commerce, e-medicine e-education and e-governance

(Hassan and Willie, 2006). E-governance which is the use of web-based

technologies to deliver and conduct services in the public service, has become a

global trend in public administration (Gasco, 2003). One of the purposes of e-

governance is to enhance efficiency in the public administration (Lee and Perry,

2002). Nevertheless, e-governance has the potential to change the traditional

relationship between government and citizens by creating a friendlier and new

virtual government-and-citizen interface (Margetts, 2005). As a result, the

concept of e-governance has made government activities to be more accessible

to the citizens while the traditional barrier of distance becomes surmountable

through the modern approach of ICT.

E-governance helps in sending feedbacks to the citizens, monitoring and

evaluating government projects and making government accountable and

transparent in its total political engagements. E-governance has become an

essential political tool in assessing the performance of governments in many

developed countries such as South Korea, United Kingdom, United States of

America, Netherland, Germany amongst others. The scope of e-governance

revolves around e-registration, e-participation, e-taxation, e-mobilisation, e-

education, e-service delivery, e-feedback, e-policing, e-planning, e-debate and

analyses of public financial statements (Ojo, 2014).

Many developing countries including Nigeria are recognising the

importance of e-governance in order to provide customer-focused, cost effective

2
and easy to use services for citizens and businesses and to improve the internal

workings of government (Pathak, et al, 2008). E-governance is therefore a

crucial phase in the development of government processes. However, despite

the opportunities it offers, the concept also introduces new challenges,

particularly for developing countries like Nigeria (The Panos Institute West

Africa and the United Nations Development Programme, 2010). This is

especially during the implementation stage of the project.

Nigeria has set itself a vision of becoming one of the leading 20

economies by 2020. Consequently, Nigeria believes it is important to introduce

e-governance in order to add value to the public sector (The Panos Institute

West Africa and The United Nations Development Programme, 2010).

However, the country is facing a number of challenges in the introduction of e-

governance (Ifinedo, 2005). In 2012, a United Nations e-Government Survey

ranked Nigeria low in e-governance global development index. According to

the report, Nigeria dropped from 0.2687 in 2010 to 0.2676 in 2012, which

indicates a decrease in the level of the acceptance by both government and

private individuals in the country. The report which was focused on e-

governance development in the countries with the highest population in the

world also indicated that Nigeria with a population of 170 million people is the

least developing country among the top 11 most populated countries of the

world, in terms of usage and application of e-governance by both the

government and citizens (United Nations Report, 2012; Elebeke, 2013)

3
 In order to improve e-governance, the Federal Government of Nigeria

initiated a policy document. The policy indicates that government will establish

Government Wide Information System (GWIS) at the national, state and local

government levels. The goal is to foster participation in decision-making and to

enhance citizens-government interaction as a way of ensuring transparency and

accountability (Babalola, 2013).

At the inception of Fourth Republic in 1999 in Cross River State, the

administration was faced with various challenges. These ranged from leakages

in the financial system to slow response to attempt to transform the service from

its civil service orientation, poor, porous and ineffective service delivery,

amongst others. The introduction of biometric image-capturing system in 2002

and its success in reducing the huge wage bill encouraged the state government

to venture into e-governance as a way of improving efficiency in the system. In

2010, therefore, the state government started the concept of e-governance with

the introduction of “The Calabar Smart City Project”. The plan was to develop

required infrastructure by two components: a state-wide identity management

and e-transaction system as well as a city wide metropolitan fibre optic network.

The initiative was to allow the state government automate financial transactions

of its Ministries, Department and Agencies (MDAs), identify citizens and

residents, deploy and manage usage of social services, enhance Internally

Generated Revenue (IGR) and automate disbursements as well as payments by

government. The other component was to significantly improve communication

4
and broadband services within the city and facilitating private and public access

to information, communication and transactions.

The introduction of e-governance in Cross Rivers State was borne out of

the need to address the aforementioned lapses in the public service. In addition,

communication services were poor and data for planning was non-existent. It

was decided that for the State Government to deliver better services and a better

quality of life to its people effectively, it required knowledge, communication,

social infrastructure and e-governance (Cross State Government, 2014). Hence,

this project seeks to investigate the challenges facing the State in the

implementation of e-governance and the progress made so far in improving

efficiency in the public service in the State.

1.2 Statement of the Research Problem

Africa including Nigeria remains behind the rest of the world in e-

Governance development. The challenges that it faces in designing and

implementing e-governance programmes are the most formidable in the world.

Many African countries including Nigeria are far from fulfilling the basic

prerequisites for e-governance development in varying degrees. With regard to

technology infrastructure, widespread broadband access is needed for Internet-

based e-governance systems. Nigeria does not have the required broadband

access. For instance, Hafkin (2009) stated that only four out of a thousand

Nigerians have broadband access, while in some countries like Sweden, 81 out

5
of 100 have broadband access. On Internet connectivity, Many Nigerians do not

have internet access at their convenience.

With regard to necessary human capital, the available indicator is the

adult literacy rates. The overall adult literacy rate in Nigeria is 61.34%. Among

these literate adult, how many have access to the internet or how many people

can afford to pay for internet subscription. This poses a question on the

acceptability of the project. Regrettably, no macro-level data is available on

computer literacy in Cross Rivers State and Nigeria in general. However,

Nigeria is rapidly moving fast in the use of ICTs in formal education, and

computer literacy will move towards equivalency with the enrolment ratio. In

addition, issues of manpower and expertise on e-governance available to

oversee the project are problems. The government in its effort to ensure

efficiency of e-governance in the state trained 150 ICT personnel but there are

still some challenges. One of the problems e-governance is facing in the state is

intrusion by hackers. Despite the creation of firewalls to protect the website,

server and database, the website and database have been hacked twice.

In addition, Cross River State public sector signals the worst tendencies

of the “dead hand” of bureaucracy; corrupted, inefficient, poor services,

cumbersome red tape due to accumulation of excessive power, lack of

accountability and representation and indifference towards public needs and

demands. (UN-ECA, 2009:1). This has led to the continuous dwindling level of

efficiency and effectiveness in the delivery of public goods to the citizens.

6
1.3 Research Questions

i. What is the nature of e-governance?

ii. To what extent has the Nigerian Government and Cross River State

implemented e-governance in the public sector?

iii. To what extent has e-governance improved efficiency in the public

service in Cross River State?

iv. What are the challenges facing the State in the implementation of e-

governance?

v. What recommendations and implementation strategies can be proffered to

enhance e-governance in Cross Rivers State?

1.4 Aim and Objectives of the Study

1.4.1 Aim

The aim of this research work is to understand how e-governance can

improve efficiency and effectiveness of the public service in Nigeria with

focus on Cross River State.

1.4.2 Objectives of the Study

i. To examine the nature of e-governance.

ii. To examine the extent in which the Nigerian government and Cross River

State government have implemented e-governance.

iii. To determine the extent in which e-governance can improve efficiency in

the Cross River State’s public service.

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 iv. To identify the challenges facing the State in the implementation of e-

governance.

v. To proffer recommendations and implementation strategies that can

enhance e-governance in the Cross River State public service.

1.5 Scope

There has been a plethora of work on e-governance globally in Africa and

to a certain extent in Nigeria. However, this study will focus on Cross River

State from the 1999 to 2014, to assess the relationship between e-governance

and efficiency in the State’s public service. The choice of the period chosen

marked the period of return of democracy to Nigeria and also the move at

transformation of Cross River State Public Service. This transformation spurred

the gradual introduction of e-governance into the State.

1.6 Limitation

Due to the expansive nature of Cross River State, it was not possible to

distribution the questionnaires round the state. Only 3 local government areas

were covered. However, the researcher’s knowledge of the State assisted in the

research.

1.7 Significance and Policy Relevance of the Study

The study is significant because it will identify the factors militating

against the implementation of e-governance and the progress that has been

made so far to improve service delivery in Cross Rivers State Public Sector.

Findings of this research will strengthen the use of e-governance in the state in
8
line with the vision and mission of the Cross River State government. It will

also fill the gap in knowledge, while aiding future researchers/scholars and

other policy makers in related fields of study.

1.8 Conceptual Framework

1.8.1 Governance

In one of its strategy papers, the World Bank defines governance as “the

way the power is exercised through a country’s economic, political and social

institutions.” The United Nations Development Programme (UNDP) states that

governance is the exercise of economic, political and administrative authority to

manage a country’s affairs at all levels. It comprises mechanisms, processes and

institutions through which citizens and groups articulate their interests, exercise

their legal rights, meet their obligations and mediate their differences (Ojo,

2014). For the purpose of this research work, the definition of the UNDP will be

adopted.

1.8.2 E-Governance

E-governance is a wide concept that defines and assesses the impact

technology has on the practice and administration of governments. E-

governance, meaning ‘electronic governance’ is using information and

communication technologies (ICTs) at various levels of government and the

public sector and beyond, for the purpose of enhancing governance (Bedi, Singh

and Srivastava, 2001; Holmes, 2001; Okot-Uma, 2000).

9
 To the UNESCO (2011) “E-governance is the public sector’s use of

information and communication technologies with the aim of improving

information and service delivery, encouraging citizen participation in the

decision-making process and making government more accountable, transparent

and effective. This definition is in line with this study. Therefore it will be

adopted.

1.8.3 Public Service

The destiny of the State and its public sector is tied in the sense that an

effective public sector makes for an effective and developmental State. This is

because the State exists essentially to serve the public interest and this consists

solely in the provision of goods and services which enable the citizens to live

good, healthy and comfortable lives. Thus, Haque (2001: 65) argues in this

context, that the basic function of the public sector in Africa is to provide goods

and services to citizens based on “realisation and representation of public

interests and its possession of unique public qualities compared to business

management”. There is a sense therefore in which one can use the state and the

public sector interchangeably. That is, the existence of the state automatically

signals the existence of the public sector. In addition, the public sector is the

manifestation of the abstract entity called the State (Olaopa, 2012).

For Wegrich (2007), public sector refers to “the portion of the economy

composed of all levels of government and government-controlled enterprises…

it also implies a definition of public administration”.

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Given this definition, the UN-ECA sees the public sector in a broader

perspective as:

…the machinery of government, that is, the totality of services

that are organised under public (that is, government) authority.
It is the totality of the administrative structures within which the
work of government is carried out…The public sector covers
the following categories of institutions. They are the (a) the
civil service in the strict sense of ministries and departments of
the central government; (b) the legislature and judiciary; (c)
local governments; (d) public or state enterprises, boards,
corporations generally referred to as parastatals which operate
and provide service in areas such as water and electricity; (e)
the security forces; (f) the professional regulatory bodies which
are given the power to prescribe training required for members;
to regulate the conduct of members and to prohibit the
unqualified from practising (UN-ECA, 2009).

1.9 Theoretical Framework

This research will consider Actor-Network theory. The explanations of

this theory are intended to point to the salient features of the theory, as relevant

for e-governance research.

1.9.1 Actor-Network Theory

The “actor-network” as a concept was developed by Michel Callon,

Bruno Latour, and John Law during the course of the 1980s as a recognition

that actors build networks combining technical and social elements and that the

elements of these networks, including those entrepreneurs who have engineered

the network, are, at the same time, both constituted and shaped within those

networks (Latour 1988; Callon and Law 1989). At the root of this theory are the
11
actors or actants who form relationships with each other. Actors may be human

or non-human and constitute the set that defines the emerging technology

through their interests, their ability to maintain networks of allied interests, their

ability to convince others to join their network, and to embody any emerging

technology with their interests and priorities (Hanseth, Aanestad and Berg,

2004). Technology in ANT is a network that includes within it components of,

say, hardware and software, the people who designed these artifacts, the people

who have built and assembled them and the large groups, organisations, and

bodies that maintain these networks as well as the end users. ANT, therefore, is

a theory of the social, or what constitutes the social (Latour, 2005).

ANT’s vast potential for explaining e-governance and the complex social

interactions associated with Information Technologies has been recognised by

previous research (Walsham, 1997; Hanseth, Aanestad et al., 2004). ANT

approach has been widely accepted to interpret surrounding process of

technology implementation projects (Hanseth and Monteiro, 1997; Walsham

and Sahay, 1999; Mitev, 2000). This research work will propose an ANT

approach to uncover the social processes associated with a technology

implementation initiative, namely Cross River State ICT Policy document. In

essence, this theory is applicable to this research in that it is a social interaction

theory. The government serves as the actor that initiates the concept (e-

governance). The government will require the service of experts that will build

the system (e-governance), train staff, and connect the different MDAs.
12
1.10 Methodology

The study intends to adopt both qualitative and quantitative method of

data gathering.

1.10.1 Research Design

The study will use quantitative design, that is, survey in the conduct of

the investigation. The design of the questionnaire is a simple framework in

gathering data needed for the study.

1.10.2 Study Sample/Respondents

A total of 300 respondents were sampled for the study. The respondents

were drawn from the private and public service of Cross River State and they

are selected from all levels of the service. The study sample was selected by

purposive random sampling technique. This means respondents will be selected

based on their easy accessibility by the study.

1.10.3 Research Instruments

A closed and open ended questionnaire was administered to 300

respondents. The adaption of this instrument was based on its easy response and

coding. Due to the wider scope of the study, a research assistant was employed

for the survey. The study also use published and unpublished materials,

journals, articles and internet sources to generate secondary data.

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1.10.4 Data Analysis

The retrieved primary data was coded and analysed with simple statistical

tool expressed in percentages and frequency distribution. The analyses was

guided by the research questions and presented in forms of tables and graphs,

followed by interpretations and discussions.

1.11 Organisation of the Study

This study is organised into five chapters. Chapter one discusses the

introduction, statement of the problem, research questions, aim and objectives,

theoretical framework amongst others. Chapter two reviewed related extant

literature on e-governance and efficiency of public service as well as identify

gap in literature. Chapter three examines historical development of e-

governance both in Nigeria and Cross River State. Chapter four assesses the

challenges facing the State in the implementation of e-governance and how e-

governance has improved efficiency in the public service in Cross River State.

Chapter five concludes on the study and proffers recommendations and

implementation strategies.

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 CHAPTER TWO

LITERATURE REVIEW

2.1 Preamble

This chapter is a thorough review of existing literature relating to e-

governance. The review and critical analysis was conducted as a basis for this

research to have a proper understanding of e-Governance, the benefits and

challenges of e-governance. The chapter also reviews some countries’ case

study and established a gap in literature.

2.2 General Review

2.2.1 Understanding E-Governance

There is little or no doubt expressed in existing literature that information

and communications technology (ICT) is registering significant changes in

governance. Some see it as revolutionary. Others see it as incremental. All see

it as significant. This thread of consensus surrounding the significance of ICT in

contemporary governance is an emerging discourse on e-governance.

For Finger, Rossel and Misuraca, (2005, 2006), they identify three main

elements of e-governance which include: e-governance as customer satisfaction;

e-governance as processes and interactions and e-governance as tools. E-

governance as customer satisfaction is satisfying the citizen/customer by means

of delivering services through the Internet. Generally, this is the view of

promoters of new public management who see in ICTs a significant

contribution to, and the next step in, improving service delivery and especially
15
customer satisfaction. The main unit of analysis of customer satisfaction is the

government or rather the administration, whose interface with the citizens the

ICTs are said to be going to improve. As a matter of fact, citizens are seen here

as more or less passive recipients of digitalised information and services that is

as customers. In other words, it is not the process to which the ICTs are being

applied, but merely the delivery of information and sometimes services.

Needless to say that this view does not take into account the possible other

policy levels that the state may need to cope with and, also, it does not mention

the emergence of non-state actors who become increasingly involved in policy-

making, service delivery and to a lesser extent regulation - the three main

functions of the State.

E-governance as processes and interactions is seen as a decisional

process. For instance, the International Centre of E-governance says

Governance is not government, nor is it the act of

governing. It is more usefully seen as a process: the
process by which institutions, organisations, companies
and societies guide themselves. It is also about how
these bodies interact with each other, with their clients
and with the public. At its most basic level, it is about
how society organises itself for collective decision
making, and also provides transparent mechanisms for
seeing those decisions through. E-governance is a
shorthand term for the use and impact of technology, in
particular ICTs, in governance systems (Misuraca,
2007).

E-governance can also serve as a set of tools in the hands of government,

or rather in the hands of the administration. In other words, the starting point is

16
not the state or its transformation, but the possibilities that ICTs offer.

According to the Commonwealth Centre for e-governance (CGeG), e-

governance is the movement of governments online to deliver their services and

programmes, to provide government information, and to interact with the

citizen, all electronically. This will result into the formation of new

relationships between the citizen and the State.

In particular, CGeG says:

e-governance is a tool. And like any other tool, no

matter how powerful, it has limited value and
relevance in itself. Its value arises from its application
to specific goals and objectives. “E-governance is the
commitment to utilise appropriate technologies to
enhance governmental relationships, both internal and
external, in order to advance democratic expression,
human dignity and autonomy, support economic
development and encourage the fair and efficient
delivery of services (Gilbert, 2003).

Perri (2004) sees e-governance as “a government structure, which is

efficient and effective and is duly controlled by citizens”. He further states that

e-governance tools can “be used to sustain the important elements of

accountability and tension that a liberal democratic order requires”.

In his work, Okot-Uma (2005) examines the good practices needed for e-

governance. He identified the implementation of ICT initiatives, good human

resources and accessibility as good practices needed for e-governance. He states

further that features of e-governance needed for implementation must include

change management, process enablement, people enablement, infrastructure

17
enablement and systems enablement. He added that building an IT culture,

creating public awareness programmes, formulating and implementing a

communication strategy are good practices of a successful e-governance project.

Stanca (2005) added that e-governance revolution must be cultural before it can

be technological, that is, the government must ensure that the people accept it.

Alghamdi and Beloff (2014) further reinforced that one of the most important

elements of implementing e-governance systems is the interaction between

users and e-governance systems. This interaction element is considered the

main method for measuring the utilisation and success of e-governance systems.

Misuraca, Rossel and Finger (2006) advocated a new model for e-

governance implementations based on three different policy levels (local,

national and global), three different types of actors involved (private sector,

government and third sector), three different policy functions (policy making,

regulation and operations) and three different degrees of making use of ICTs

(information, interaction and transaction). They present e-governance as a

dynamic concept based on the combination of these four aspects.

In its e-governance survey in 2003, the United Nations presented a five-

stage model of e-governance. The First two stages can be called “Emerging

Presence” and “Enhanced Presence”. The first stage will offer limited, basic and

static information through an official website or a portal. The second stage

called “Interactive presence” will include searchable databases and information

related to laws and regulations. Here, government services will enter an

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interactive mode with electronic signature facilities and multimedia capability.

In the Fourth stage known as “Transactional Presence” government services

will be offered as online transactions. Citizens will be able to avail and pay for

services using government portals. The final stage of the UN’s model is called

“Networked presence”. At this stage government agencies will be integrated to

provide integrated services from various departments. Governments will also

start providing feedback mechanisms and online consultation services for

clients.

Kuriyan and Ray (2009) argue that e-governance is advocated as a tool to

achieve the policy prescriptions of the good governance agenda. For them

however, there is ample evidence that many e-governance projects in the

developing and the developed world have not resulted in significant

improvements in citizen services and welfare. There are several reasons for this.

First, many projects do not qualify as e-governance projects. They may at best

be classified as e-administration or e-services applications despite their “overtly

developmental objectives”. Second, thus far, there is little knowledge “about the

extent to which these types of e-governance projects promote development, as

research in this area has been conducted in a largely anecdotal and piecemeal

fashion” (Malhotra, 2005). Third, the impact of these projects is poorly

understood, as most have taken a managerial view, focusing on “efficiency and

cost reduction (Madon, 2009) rather than assessing gains to society.

19
 E-governance reflects the process of re-invention and re-engineering

governance and is aimed at adapting administration to further increasing flow of

information, accelerating the process of decision making by optimising

resources and making the mechanism for decision making self-regulating (Baev,

2003). The concrete objective of e-governance is to support and simplify

governance for all parties - government, citizens and businesses through online

services and other electronic means. In other words, e-governance uses

electronic means to support and stimulate good governance (Backus 2001).

Also, Koneru (2007) in her study is of the view that E-Governance as a

technology-enabled Public Information Services (PIS) system aids not only in

reengineering the structures but also in reorganising the procedures and

processes for speedy delivery of services. The demand for e-governance is

growing in consequence of government's ineptness to meet the citizens' needs

and rendering services in a timely, cost-effective and corruption-free manner.

However, the core ideas and techniques associated with “putting

government online” first emerged in the most technologically advanced

Western countries, especially those whose populations were pioneers in the

adoption of the Internet in the 1990s. In the United States, President Bill

Clinton’s administration’s aim to “reinvent government” closely followed the

managerial path, and the Bush administration further developed this agenda,

with an even greater emphasis on cost reduction through efficiency gains.

20
 In the British case, the managerial use of ICTs emerged as a strong theme

in the Labour administration’s obsession with “joined-up government”- a phrase

that has recently crossed the Atlantic to the U.S. At the level of the European

Union, despite greater recognition of the democratic potential of new ICTs,

most discussion has centred on issues of efficiency and “service delivery.” It

was the United States and Britain (along with other countries, notably Canada

and Australia) that led the way, both in establishing a basic informational form

of Web presence in the mid-1990s and in developing what became known as “e-

government” in the late 1990s (Chadwick and May 2003). Systaltic literature on

e-governance would therefore be benefitted to all human ventures especially

public service delivery.

2.2.2 Benefits of E-Governance

Essentially, the introduction of e-Governance can contribute positively

towards administrative reform by improving internal processes, better

connectivity to citizens and services, and by enhancing interactions with the

society as a whole (Heeks, 2001b). Some scholars suggest that, ICTs could

contribute positively towards achieving better governance by making them

more efficient, transparent and effective (Bhatnagar, 2004; Fountain, 2001). In

addition, ICTs have a vital role in reducing poverty by improving information

and communication flow (Marker, McNamara and Wallace, 2002). Fountain

(2001) suggested in her book that, e-governance would result in the reduction of

red tape, flattening of hierarchies and facilitates a significant reduction of

21
bureaucracy. In his work, Fang (2002) posits that as e-governance supports and

facilitates good governance for all stakeholders, there is need to understand that

e-governance is not just about a website or not merely a digitalisation of service

delivery. It certainly stands on a greater definition of engagement and depth of

relationship that surrounds both the citizens and the government.

According to Monga (2008) E-governance is a paradigm shift over the

traditional approaches in public administration. He posits that this new

paradigm has brought about a revolution in the quality of service delivered to

the citizens. It has ushered in transparency in the governing process; saving of

time due to provision of services through single window; simplification of

procedures; better office and record management; reduction in corruption; and

improved attitude, behaviour and job handling capacity of the dealing

personnel. Kumar et al (2007) also add that the e-governance can result in huge

cost savings to governments and citizens alike, increase transparency and

reduce corrupt activities in public service delivery. Kumar also argue that e-

governance can transform old challenges and create unprecedented possibilities

for sustainable economic development, just as it has done for businesses in the

industrial world. Furthermore, Crede and Mansell (1998) contend that e-

governance offer the potential not just to collect, store, process and diffuse

enormous quantities of information at minimal cost, but also to network,

interact and communicate across the world.

22
 Madon (2009) postulates that e-governance can improve the functioning

of the state. Specifically, improving the efficiency of the state by shrinking it

enhances its accountability and transparency by making the interface with

citizens more inclusive. In his work, Heeks (2001) outlines the three main

contributions of e-governance to good governance which comprise improving

government processes (e-administration); connecting citizens (e-citizens and e-

services); and building external interactions (e-society). Heeks shows that e-

governance is a current, not just future, reality for developing countries.

Islam (2003) explores the link between information flows and governance

with the objective to examine how the availability of information may affect

governance. Specifically, it looks at how the availability of basic economic data

affects governance and how the legal framework governing access to

information might affect the quality of governance. His empirical analysis

shows that countries which have better information flows as measured by both

indicators have better quality governance.

Saxena (2005) is of the opinion that E-governance initiatives in most

countries promise a more citizen-centric government and reduce operational

cost. Excellence (or governance-centricism) in e-governance requires the

initiative to be effectiveness-driven and not merely efficiency-driven. This will

require the initiative to be led by “good governance” driven goal/purpose.

Additionally, the initiative must be outcome-focused.

23
2.2.3 Challenges of E-Governance

According to Hill et al (1998) and Baker et al (2007), age is an important

factor that influences the level at which citizens will use e-governance.

Exploring the impact of the user’s age on e- governance adoption will lead to

better understanding of age based aspects that need to be improved in order to

increase the adoption and utilisation of e- governance. Al-Otaibi, and Al-

Zahrani (2009); Alrawi, and Sabry (2009) in their studies found that older users

are less likely to use e-governance, and that users under 25 years of age are

more likely to accept and use e-governance. Another factor considered is

education. It is important to investigate level of education when analysing e-

governance implementation, adoption and usage. This is because of the strong

correlation between computer and information literacy and the education level

of a user (Al-Sobhi et al, 2010). Computer and information literacy is defined as

everything a person needs to know in order to be able to use computers

(Alomari et al, 2012). Users with higher levels of education are more likely to

adopt and use e-governance systems because they know how to use the Internet

and computers, even if they are not Information Technology specialists. On the

other hand, users with low levels of education are unlikely to adopt and use e-

Government.

For Alghamdi and Beloff (2014), location is an important factor to be

considered in the adoption and implementation of e-governance. It is the right

of all users to benefit from services that are provided by the government,
24
regardless of whether they live in rural or urban areas. This is one of the greatest

challenges for governments in the implementation of e-governance. It is not all

cities or towns that have governmental agencies and organisations that can

provide governmental services for people who live in these cities or towns. This

challenge forces customers, who can be either citizens or business

representatives, to travel to the nearest city with the required governmental

agency, a process that is both costly and time consuming. This will most likely

have an effect on adoption and usage levels. Income is another personal factor

that will affect the intention to use e-governance systems. Income is important

because of two potential scenarios. The first is that income could prevent users

from possessing computers and digital devices that could enable them to access

e-Government services online, thus, preventing them from adopting and using

e-Government systems. The second is that income could prevent users from

travelling to the nearest city. Some users live in rural areas without government

offices to access public services physically. In both scenarios, the user’s income

is a direct influence on the intention to use e-governance.

Awareness of the functions and services that any interactive system can

provide for its users is a very important factor. Perceived awareness is a strong

contributor to the adoption of e-governance (Shareef et al, 2011). Thus, all

governments that intend to implement the e-governance system, especially in

developing countries, need to be conscious of making users aware of and

familiar with e-governance, particularly users in remote areas. Not doing so is

25
likely to create a severe digital divide and fail to achieve the goals of e-

governance. Awareness can be carried out and improved in a variety of ways,

such as interactive advertising, social media (Facebook, Twitter, Instagram,

Youtube amongst others) and traditional advertising methods (Abdelsalam et al,

2013; Zheng, 2013).

Technical Quality of Service is another importance factor that needs to be

addressed when analysing the implementation, adoption and usage of e-

governance systems. This refers to the technical aspects that are visible to the

users and which can affect their willingness and intention to adopt and use the

system. These technical aspects reflect the quality of the system, and they

include suitability for people with special needs. The ability of the system to

provide support features and technologies that can assist people with special

needs to use and interact with it. Special needs include blindness, low vision,

and deafness, being hard of hearing and physical disabilities (Abanumy et al,

2005; Alliance for Technology Access, 1996). E-governance system must also

be free from technical errors such as broken links, payment confirmation errors,

and server and network errors. Such errors are likely to lead to user frustration

and dissatisfaction, resulting in low levels of adoption and utilisation (Al-

Nuaim, 2011).

Alghamdi and Beloff (2014) also argued that security and privacy are two

significant factors that need to be of a high standard in the implementation e-

governance system. The importance is emphasised when the system involves

26
public users and sensitive data. In order to increase the adoption and usage level

of e-governance, information systems and applications, users need to feel safe

when interacting with such systems. Then there is the issue of trustworthiness. It

plays a vital role in helping users to overcome the perceived risk and

uncertainty involved in using online services. Trust issues can strongly affect

the users’ intention to share their personal information and to perform online

transactions when using e-Government systems (Pavlou, and Fygenson, 2006;

Alsaghier et al 2009;). For the purpose of this research, the issue of trust will be

examined in three perspectives namely, trust in the Internet, trust in the

government and e-governance system and trust in the e-Service provider. The

importance is based on the fact that trust can be built from first impressions, and

can also be affected by any later shortcomings. Moreover, trust is difficult to

regain, particularly in an uncertain and virtual environment.

According to Alghamdi and Beloff (2014) regulations and policies for

using any interactive information system must be introduced and set up strictly

and clearly in order to reach satisfactory levels of adoption and interaction. The

importance of setting up clear, strict regulations is emphasised when the

implementation of large public systems, such as the e-governance system is

involved. This factor includes several significant aspects, such as usage terms

and conditions, e-Service delivery policies, payment policies, users’ and

providers’ rights, data protection policies, and security and privacy policies.

27
 Extant literature on e-governance focuses on factors that influence the

growth of e-governance in the past decade and found that income levels,

strength of institutions and the commitment of the government to promoting e-

governance were the most important factors (West, 2004; Caba et al., 2005;

Torres et al., 2006; Christou and Simpson, 2009). Siau and Long (2006) and

Kim (2007) also suggest that one of the most important factors that determine

the level of development of e-governance was the economic growth of the

country.

Bertot et al. (2010) studied the potential impacts of ICT (specifically e-

governance and social media) on cultural attitudes about transparency. They

suggest that a culture of openness must be embedded within the governance

system (Bertot et al., 2010). Hopper et al. (2009) suggest that electronic

delivery of services (for example submitting internet applications and tax

returns for computer processing) can reduce corruption by reducing interactions

with officials, speeding up decisions, and reducing human errors. Equally,

Singh et al., (2010) emphasise that e-governance eliminates discretion from the

equation by removing intermediary services and allowing citizens to conduct

transactions themselves.

Heeks argued that most e-governance initiatives fail because countries

face two challenges. First, the strategic challenge of e-readiness: preparing six

identified pre-conditions for e-governance that is Data Systems Infrastructure,

Legal Infrastructure, Institutional Infrastructure Ready, Human Infrastructure,

28
Technological Infrastructure, and Leadership and Strategic Thinking.

Mohammad et al (2007) in their study on an e-government project in

Bangladesh highlight that most e-government projects within developing

countries employ high-technology intervention whereas citizens are not ready

for this. There are successful projects which took low end route.

According to Kalsi, Kiran and Vaidya (2009) there are two main types of

e-governance failure. In some cases, there is the total failure of an initiative

never implemented in which a new system is implemented but immediately

abandoned. Alternatively, there is the partial failure of an initiative in which

major goals are unattained or in which there are significant undesirable

outcomes. One type of partial failure that particularly seems to affect e-

governance initiatives is the sustainability failure of an initiative that succeeds

initially but then fails after a year or so. This may be because of the dynamism

of the society or the political willingness of the leaders to continue the initiative.

The study by Dada (2006) provides a review of academic literature on the

failure of e-governance in developing countries. Dada argued that there exist

wide gaps between the current reality in developing countries and the future of

e-governance systems. These gaps could be classified into three types: a hard-

soft gap, implying a gap between the technology and the social context in which

it is applied; a private-public gap, suggesting that what works in the private

sector may not work in the public sector; and a country context gap, that arises

from the application of the same e-governance systems for both the developing
29
and developed countries. Dada recommends that administrators in developing

countries must assess the situation at hand before implementing e-governance.

In addition, lack of access to ICT and education infrastructure in the

developing countries is a major constraint on e-governance development.

Income per capita imposes another limiting factor, with lower income countries

having a higher marginal cost for a dollar spent on ICT. With the economic

downturn, online services are at a disadvantage in the competition for resources

with safe water, rural health and basic education services. This becomes

especially acute if the country has a large population and/or a large land area

since e-inclusion demands that online service access and infrastructure available

to all. Large areas require greater investments in providing telecommunication

infrastructure. Even with cellular technology on the move, connectivity remains

a major challenge for far flung rural areas. Large populations also require

greater investments in schools and functional literacy. Many developing

countries continue to feel the drag of a low level of educational achievement,

which pulls down the United Nations E-Government rankings (United Nations

E-Government Survey, 2012). Policies on ICT particularly in developing

countries are often built on weak foundations.

2.2.4 E-Governance across the World

Every two years, the United Nations Department of Economic and Social

Affairs carry out a survey on e-governance. It uses E-Government Development

Index (EGDI) as a yardstick for the measurement of e-governance in different

30
countries. The EGDI is a composite measure of three important dimensions of

e-governance, namely: provision of online services, telecommunication

connectivity and human capacity.

In the 2014 survey, the Republic of Korea retained the top spot as in

2012. This is because the country has continued its leadership role in ICT and

focus on e-government innovation. Australia and Singapore are 2 nd and 3rd

respectively. This is an improvement from their position in 2012 when they

were both 12th and 10th respectively. Appendix I shows the top 25 of 2014 e-

governance rankings. Korea has actively pursued e-Government as a crucial

means to make its government more competitive, by leveraging on the world’s

best information and communications technology (ICT) including broadband

Internet. After laying the groundwork for e-Government, including the National

Basic Information System (NBIS) computer networks in the 1980s and

streamlining of applicable laws and institutions in the 1990s, the Korean

government made the implementation of e-Government a major national agenda

for the 2000s. It has concentrated on 11 major tasks for e-Government (2001-

2002) and 31 major tasks for the e-Government roadmap (2003-2007). As a

result, e-Government has become firmly established in all areas of the Korean

government. The Korean e-Government has produced visible results: both

efficiency and transparency of administrative work has significantly improved;

administrative civil services have been greatly enhanced; and opportunities for

people to participate in the policy-making process have been expanded.

31
Accordingly, the effectiveness of e-Government of Korea is widely

acknowledged by the international community and various e-Government

systems are being exported to foreign countries. The 2010 UN Global E-

Government Survey shows that Korea ranked first among all the member

countries, given the highest possible scores in the categories of Online Service

Index and the e-Participation Index (Ministry of Public Administration and

Security, 2015).

For global best practices, the Korean e-governance has the following

segment: Electronic Procurement Service (www.g2b.go.kr), Electronic Customs

Clearance Service (portal.customs.go.kr), Comprehensive Tax Services

(www.hometax.go.kr), Internet Civil Services (www.egov.go.kr), Patent Service

(www.kiporo.go.kr), e-People : Online Petition & Discussion Portal,

(www.epeople.go.kr), Single Window for Business Support Services

(www.g4b.go.kr), On-nara Business Process System (BPS), Shared Use of

Administrative Information (www.share.go.kr) and National Computing and

Information Agency (NCIA). Korea is now promoting e-Government that is

focusing on utilisation and convergence by consolidating services to maximize

the convenience of users and implementing a seamless digital cooperation

system connecting government departments and agencies, in order to improve

the overall quality (Ministry of Public Administration and Security, 2015).

One important point to note is that no African country is among the first

25 countries on the e-governance ranking. Tunisia and Mauritius are the two
32
highest-ranked countries in Africa, with Egypt, Seychelles, Morocco and South

Africa following closely behind and showing progress as compared with the

2012 Survey. However, Africa as a whole exhibits a regional digital divide with

most Internet activity and infrastructure concentrated in South Africa, Morocco,

Egypt, Mauritius and Seychelles. Progress in Africa remains relatively slow and

uneven. The regional EGDI average in Africa is 0.2661. Six countries (Tunisia,

Mauritius, Egypt, Seychelles, Morocco and South Africa) have EGDI values

above the world average of 0.4712, placing them among the top 50 per cent of

the world. On the other hand, about 30 per cent (16 countries) of the 54 African

countries are at the bottom 10 per cent of the world ranking. In this survey,

Nigeria ranked 162th position with 0.2929 EGDI. Appendix II shows the top 20

countries in Africa on e-governance. With an average of 0.8368 EGDI, the top

25 countries are far ahead of the rest of the world (world average of 0.4721).

Appendix III shows the countries grouped by EGDI in alphabetical order. To

reverse this poor trend in Africa, countries in the region need to focus on

building human capital, including ICT literacy and on bridging infrastructure

gaps to provide an enabling environment for e-governance development.

Visionary strategies and practical implementation plans should follow for

effective deployment of sustainable online services.

Essentially, the telecommunication sector has been an important driver of

Africa’s economic growth in recent years. ICT revenues have increased at a

compound annual growth rate of 40 per cent in Africa and the number of mobile
33
subscribers exceeded 400 million in 2011. To meet the increased demand,

investment in telecommunication infrastructure of about $15 billion a year, has

also grown considerably, with a 33 per cent compound annual growth rate from

2003 to 2008 (Roelofsen and Sheng, 2010). The increase in revenue generation

in Africa has mostly been due to the exponential usage increase of mobile

technologies and related services. Africa’s average annual growth rate in mobile

subscriptions was estimated in 2012 at 65 per cent or higher, making it the

highest in the world (Hosman and Fife, 2012). Mobile value-added services

have also been launched by both public and private sectors throughout the

continent to enable and support a broad range of sectors, including food

security, agriculture, banking, a broad range of education and healthcare, among

others (United Nations e-government Survey, 2014).

Despite this phenomenal growth, there are challenges for strategic e-

governance development in Africa. Governments may need to play a greater

role in navigating effective policies to reduce access costs for mobile

broadband; support private collaboration; encourage innovative business models

that drive employment such as micro-work and outsourcing; and support ICT

entrepreneurship. Connectivity and digital divide issues should also be given

more attention in Africa, given the fact that in rural locations, where 65 to 70

per cent of Sub-Saharan Africa’s population currently resides, connectivity is

still nearly non-existent (World Bank, African Development Bank and African

Union, 2012). Regional cooperation mechanisms could be strengthened to

34
facilitate national development goals, particularly among those countries with

no direct sea access. There is a dearth of literature addressing issues of ICT

effectiveness at the national level.

2.3 Specific Review

According to Ndukwe (2008) records show that Nigeria’s

telecommunication and ICT infrastructure has grown astronomically from

telephone density (teledensity) figures of 0.4 lines per 100 inhabitants in year

2000 (with 400,000 connected lines and 25,000 analogue lines), to teledensity

figures of 42 lines per 100 inhabitants (representing 59 million active

subscribers) in October 2008. Some of the gains in the telecommunications

sector in Nigeria are:

a. The licensing of various digital mobile operators, fixed wireless

access and long distance operators, internet service providers and a

second national carrier by the Nigeria Communication Commission

since 2001.

b. A submarine fiber optic cable link that is being managed by the

country’s government owned telecoms provider Nigerian

Telecommunications Limited (NITEL).

c. Fibre optic cable links are now being laid to link various parts of the

country by telecoms companies, for example, Globacom

Telecommunications which is the country’s second national carrier

has laid fibre optic cable links from Lagos to Kano, and Zaria to Jos.
35
 d. A second submarine fibre optic cable connection project funded by the

African Development Bank (ADB) has been approved. The fibre optic

cable link will involve the laying of 7,000 kilometers of submarine

fibre optic cable between Lisbon in Portugal, Accra in Ghana, and

Lagos in Nigeria. The 1.92 terabytes per seconds of available

bandwidth will be leased wholesale to telecom operators and internet

service providers on an open access basis.

e. The National Space Research and Development Agency (NASRDA)

had launched the countries first communications satellite in 2007

(after the launch of the country’s first earth resources satellite) with a

second communication satellite (and second Earth Resources Satellite)

already in the pipeline.

f. In the ICT sector, Nigeria had 117 internet service providers with 1.52

subscribers and 6.75 users per 100 inhabitants at the end of 2007.

With the growth in the mobile subscriber base and practically all the

telecom networks offering Internet browsing services more customers

are now using their mobile phones to access online resources.

g. The Computers for All Nigerians Initiative (CANI) which is a

programme aimed to improve Nigerians’ access to computer hardware

by providing a funding mechanism (Adeyemo, 2011).

The sector has also contributed 8.9% of the nation’s GDP. It has also been

identified as one of the sectors with the potential to address the youth
36
unemployment challenges as it now provides employment directly and

indirectly to about 8 million Nigerians (Cross Rivers State ICT Document,

2014)

Nigeria’s Human Capital Index showed an increase from 0.59 in 2004 - 2005

to 0.648 in 2008. The index shows that the efforts of government in developing

education is starting to yield positive dividends. However, the latest data on

Human Development Index (HDI) shows that the rating has reduced. The 2013

HDI of Nigeria is 0.504 and the country is ranked 152 among the 193 countries.

This shows a very low HDI (UNDP, 2014).

Nigeria’s Web Measure Index moved from 0.143 in 2004 to 0.2241 in 2008,

but the increase has not matched the improvements recorded in Infrastructure.

The UN 2001 benchmarking e-government report (Benchmarking E-

government, 2002) had given a detailed assessment of Nigeria’s E-Readiness

status, stating that Nigeria’s government web sites were primarily for public

affairs issues, with very little dynamic information to the citizens. The

unofficial government web site is the Presidency. Quotes about combating

corruption and allegiance to the presidency appeared on the page and the site

itself did not provide direct access to all ministries and legislative or judicial

issues, including laws and regulations or court decisions. The report further

stated that it is only a few Ministries in Nigeria that are online, and instead

provided links to an array of agencies and departments concerning export

regulations, ports authority, public enterprises, corporate affairs, and investment

37
promotions. Information (or sites) relating to education, social services, health

care or women and children specifically were conspicuously absent. It also

observed that this pattern of unbalanced implementation was common among

developing countries.

Just like Nigeria, Cross River State desires to achieve the vision of becoming

the leading Nigerian State and the goal of building non-oil service-based

economy. The State identified ICTs as a critical enabler in the achievement of

its objectives. This is even more so because of the cross cutting enabling effect

of ICTs across sectors.

In order to realise this objective, the State was one of the first states in the

country to establish department to oversee ICT development in 2007 with a

cabinet level officer appointed to oversee it. This policy ties into the state’s

economic blueprint and seven point agenda and lays out the ICT inputs required

to enable the state achieve its vision and its development objectives. It also

aligns with the federal ICT policy, the laws and regulatory framework of the

sector. The policy seeks to leverage the potential and opportunities that ICTs

bring as a catalyst for productivity, innovation and development.

The Governor of Cross River State, Senator Liyel Imoke in the Information

Communication Technology Policy Document (2014) added that

“Recognising the importance of ICTs, the ICT unit in the

Governor’s office was upgraded to a Department in June 2007 and
mandated to deploy technology for efficient and effective
governance and the socio-economic development of the State”.

38
 According to the ICT Document of Cross River State (2014), the policy,

in addition to being related to the wider social and economic development

objectives and priorities of Nigeria, is aimed at addressing the developmental

challenges facing Cross River State including but not restricted to the State’s

relatively high population growth rate 2.99%; the State’s relatively youthful

population with close to 60% of the population being of youthful age (15-

39years); the high percentage of population of people in the Niger Delta that

live in poverty; the poor health indices with respect to maternal and infant

mortality rates; and the State’s predominantly subsistence agrarian economy,

most of which has very little mechanisation or the application of modern

agricultural production methods or practices.

The document also states that a key developmental challenge facing the

implementation of e-governance in the state entails the development, expansion

and modernisation of the State’s communications infrastructure to achieve

universal service and access to basic and value added telecommunications

services, support for the development of the local ICT industry and in order to

accelerate the State’s socio-economic development process. In addition, users

and service providers have peculiar needs and challenges. Understanding these

needs/challenges, and communicating them to the appropriate function

responsible for designing / deploying solutions is important.

39
2.4 Gap in Literature

In spite of its potentials for improving public services effectiveness,

enhancing decision making and general delivery, e-governance initiatives

sometimes fail. Reasons so far for this have largely been sought in technological

aspects of e-governance. However, e-governance is much more complex due to

its impact on the “inner workings” of organisations. Based on an in-depth study

of Cross River State policy document, this research will dwell on the area where

the document failed to discuss the concerns of users about the quality of

infrastructure and their needs and challenges. This research will therefore seek

to develop the understanding of e-governance policy failure by elucidating how

individuals’ actions, behaviours and decision affect endeavours to improve e-

governance policy agendas.

In addition, researchers have, in fact, asserted that e-governance

initiatives require organisational changes and adjustments as well as increased

e-governance policy-making capacity, not only rigorous technological solutions.

Taking this into account, it is remarkable that research on e-governance, on the

one hand, still lacks sophisticated examinations and explanations of the

complex environments in which e-governance initiatives are initiated and

decided upon, and, on the other hand, keeps avoiding questions that have to do

with policy formation processes. Intelligibly, the lack of attention given to such

dimensions of the phenomena of e-governance has been considered one of the

main limitations of this field of research.

40
 CHAPTER THREE

HISTORICAL DEVELOPMENT OF CROSS RIVER STATE AND E-

GOVERNANCE IN THE STATE

3.1 Preamble

This chapter undertakes an overview of Cross River State as well as

appraises e-governance in the State. It also dwells on the situation analysis of

policy and achievements of e-governance so far in Cross River State.

3.2 Overview of Cross River State

3.2.1 Geography and Demography

Cross River State lies between latitudes 4º 28' and 6º 55' North and

longitudes 7º 50' and 9º 28' East of the Greenwich meridian within the tropical

rainforest belt of Nigeria. It shares boundaries with the Republic of Cameroon

in the East, Benue State in the North, Ebonyi and Abia States in the West, Akwa

Ibom State in the South West and the Atlantic Ocean in the South. The State has

a land area of 23,074 square kilometres, with an estimated population of 3.4

million and a comparatively low population density of 20 persons per square

kilometre.

3.2.2 Political Structure

There are three arms of Government in the State; the Executive,

Legislature, and the Judiciary. The functions of each are consistent with typical

structures in the country. There are 18 Local Government Councils in the State

operating as sub-political structures in the State each headed by an elected

41
Chairman with an elected legislature. The Local Government Councils are: Abi,

Akamkpa, Akpabuyo, Bakassi, Bekwara, Biase, Boki, Calabar Municipality,

Calabar South, Etung, Ikom, Obanliku, Obubra, Obudu, Odukpani, Ogoja,

Yakurr, and Yala.

3.2.3 Economy

Cross River State has a mainly agrarian economy with about 60% of its

people engaged in subsistence farming. The civil service is the largest employer

with about 20,000 employees in the state service and 25,000 in the local

government service. The public sector has been the prime mover of majority of

the economic activities in the State despite recent growth in private sector

investment. The fast growing private sector is still relatively under developed

and is dominated by informal sector activity though there has been increased big

business investment in the last decade particularly in manufacturing, extractive

industries and agriculture.

The State has a rich stock of arable land and various resources that offer

investment opportunities in agriculture, forestry, minerals and eco-tourism.

Tourism is the State’s competitive advantage and driver of other sectors of the

economy. Over the past ten years the sector has received significant investments

including the Obudu Mountain Resort, the TINAPA Business and Leisure

Resort and recently Summit Hills comprising of the Calabar International

Convention Centre, Golf estate etc. Agriculture and tourism development are

identified as the flagship sectors to drive future economic development. Despite

42
its location, Calabar trails only Lagos and Abuja the commercial and federal

capital cities as a destination for meetings and conferences in the country.

The State has established itself as a leading state in the nation in other

areas including the environment, safety, security and good governance. Calabar,

the State capital is regarded as the cleanest and most orderly capital and one of

the best places to live in the country. Cross River State has articulated a

comprehensive and ambitious development strategy encapsulated in the

following long and medium term planning documents:

i. Cross River State Economic Blueprint (2007 – 2011)

ii. Cross River State Vision 2020 (2009 – 2020)

iii. Cross River State Economic Empowerment & Development Strategy 2

(2009 - 12),

iv. Cross River State Medium Term Action Plan (2009-2012)

These strategies cut across various economic and social sub sectors and require

a coordinated approach to infrastructural development for their fulfilment.

Cross River State Government through the Cross River State Community

and Social Development Project (CSDP) has helped in bridging the literacy gap

in poor communities in the state by over 80 percent. This commendable

achievement has been made possible following the intervention efforts of the

Agency in the state (CSDP, 2015). Appendix IV shows the outcome survey of

CSDP intervention in the state conducted by an independent consultant in

December, 2012 for CSDP beneficiary communities in the state. The survey
43
was done to investigate changes if any that may be attributed to CSDP

intervention.

The analysed results of the report revealed that secondary school

enrolment increased from 2775 before intervention to 3424 after intervention.

This amounts to over 23 percent increase. The survey also revealed that primary

school enrolment increased from 294 before intervention to 838 after

intervention accounting for over 185 percent increase in school enrolment in

CSDP beneficiary communities in the state. There has also been a positive

change in the number of students studying science subjects in schools with a

record increase of 58 percent enrolment. Expert say sustaining the tempo in the

next two years is a sure way for the state to meet the MDGs in relation to

education (CSDP, 2012). According to the Director, Cross River State Agency

for Adult and Non-Formal Education, Mrs Comfort Effiom in an article in the

Punch Newspaper, she revealed that the present literacy level among adults in

the state is 80.3 per cent (Mudiaga, 2013).

3.3 E-Governance in Cross River State

Since the return to democratic rule in 1999 Cross River State has made

significant progress in transitioning from a remote “civil service” state to a

leading destination for tourism and investment in the country (Cross River,

2014). During the administration of Mr. Donald Duke from 1999-2007 Calabar

the capital of Cross River State was transformed from a small sleepy civil

service town into the nation’s destination for leisure. This was done by making
44
the city safe and secure and the clean and green capital of Nigeria. The

introduction of the Calabar Festival and Carnival cemented this status (NITDA,

2014). By 2007, Calabar with its safe, serene, clean and green environment had

become one of the best cities to live in the country, while its December festival

and carnival had become flagships of the nation’s tourism industry. From 2007

the administration of Senator Liyel Imoke set about consolidating the State’s

position as the nation’s tourism leader as well as making it a destination for

investment. As Cross River State moves forward in its desire to become the

leading Nigerian State, it is critical that it puts in place a policy framework

through which coordinating mechanisms and harmonised strategies are

harnessed to develop the required levels of human capital development, local

content creation, ICT infrastructure and access required for participation and

leadership in the emerging knowledge economy (Cross River State, 2014).

Some of the challenges facing the government and the private services

were poor, porous and ineffective administrative systems. IGR was low and

corruption was rife. Communication services were poor, data for planning was

non-existent. It was decided that for the State Government to deliver better

services and a better quality of life to its people effectively it required

knowledge in communication and social infrastructure.

The introduction of the Calabar Smart City Project was one of the ideas

put forward to find solution to these challenges. A city is defined ‘Smart’ when

investments in human and social capital, traditional and modern communication

45
infrastructure fuel sustainable economic development and a high quality of life.

The plan was to develop the required infrastructure by two components; a state-

wide identity management and e-transaction system and a city wide

metropolitan fibre optic network. The initiative was to allow the state

government, automate financial transactions of its ministries, department and

agencies, identify citizens and residents, deploy and manage usage of social

services, enhance internally generated revenue and automate disbursements and

payments by government. The other component was to significantly improve

communication and broadband services within the city facilitating private and

public access to information, communication and transactions. The two

components together were to help position the city as a 21st century city,

provide improved public and private services, improved communication and

broadband services, facilitate transactions, attract business, economic growth

and ultimately better quality of life for its people.

At inception in 2010 both components were structured as public private

partnerships and pursued through a transparent public procurement process. The

identity management and electronic component was won by a leading

indigenous transaction automation firm, Quantec Technology Limited. It was

agreed that the development of the infrastructure would be executed via

SmartGov.CRSG Limited, a joint venture company between the transaction

automation firm and Cross River State Government, with the mandate to

46
oversee the design, deployment, management and operations of infrastructure

for the state.

The infrastructure comprises citizen’s information system, e-payment

gateway, smartcard management system, risk and fraud management system

and an enterprise (data exchange) service-oriented bus. Biometric-based identity

SmartCity cards will be issued to citizens and residents under the Smartgov

project and will contain cardholders’ information while providing cardholders

with access to healthcare, pension, transportation, educational bursaries, social

amenities and benefits. The Smartgov initiative was to enable Cross River State

to identify its citizens, grow revenue, eliminate wastage, simplify governance

and increase access to government services. The SmartCity card would enable

cardholders in the state to pay taxes and levies conveniently from the comfort of

their homes and offices, using multiple channels such as ATMs, Point of Sale

(PoS) terminals and the Web. The method would ensure prompt payment

receipt; encourage accountability and transparency within the state.

After the successful procurement process, negotiations and signing of the

Joint Venture Agreement between the parties, the project commenced on

22/09/2010 and was to last till 28/07/20111 (222 days). The initiative has so far

successfully executed twenty four sub –projects within the State. This include

identity management of civil and public servants/payroll processing of public

servants, payment of contracts, collection of revenue by state and local

governments using POS, electronic tax clearance etc. Utilising biometric

47
identification, 1899 records were eliminated from payroll, revenue collection is

electronic.

After the initial procurement in 2010, the metropolitan fibre optic

component suffered a still birth as the winner of the public procurement process

failed to finance the project as a result of the financial downturn of 2010. A new

process was started when one of the leading telecommunication firms, MTN

signed a concession agreement with the State Government in July 2013. Under

the terms of this agreement the private partner would finance and jointly operate

a 120km open access metropolitan fibre optic cable and duct infrastructure

spanning the entire city. Infrastructure to be installed includes four way PVC

ducts each with capacity for three sub ducts and two 96 core fibre optic cables.

50% of the infrastructure was to be operated by each party. The concession

period agreed was 20 years after which the private partner would have to pay

lease rates to Government for continued use of the cable. The first phase of this

project spanning over 40km was completed last year and is being

operationalised. The final phase spanning nearly 80km commenced in August

and would be concluded in the first quarter of 2015 (NITDA, 2014).

In the state’s desire to achieve her vision, a policy that articulates clearly

what the states’ vision and programmes are for ICT development and e-

governance was drafted. The policy framework seeks to make it possible for

“enabling sectors” such as Telecommunications, Computing and Broadcasting

to grow sectors such as Education, Health, Agriculture, Tourism and Enterprise

48
Development through the appropriate development and application of

technology. ICT is both cross-sectorial and a sector in its own right. For this

reason, the ICT policy in the state relates to other relevant sectorial policies

such as Education, Health, Agriculture, Business and Investment, Governance,

Information and Tourism. Other relevant sectorial policies and their institutions

must accommodate ICT and its multiple convergences. The State ICT policy is

to set priorities for a clear ICT developmental agenda that should lead to the

creation of synergies and a harmonisation of initiatives in this cross cutting

sector, eliminate the random adoption of different systems and standards, as

well as an unnecessary duplication of effort and a waste of scarce resources

(Cross River State, 2014).

3.3.1 ICT for Accelerated Development (ICT4AD) Framework

Cross River State information and communications technology sector is

presently regulated by both national and international bodies/rules most of

which falls within the precincts of the National Information Technology

Development Agency (NITDA), Nigerian Communications Commission

(NCC); the National ICT Policy; The Nigerian ICT4D policy and the Nigerian

National Strategic Action Plan amongst others. The Nigerian National Strategic

Action Plan is in line with the implementation of the approved Plan of Action of

the Geneva phase of the World Summit of Information Societies (WSIS). The

Strategic Action Plan serves as a road map on how the National Information

Technology System should be upgraded and used in addressing several

49
development issues such as bridging the Digital Divide by encouraging

investment in Information and Communications Technology; Using ICT as a

tool for a wide range of applications, such as environmental, agricultural and

Infrastructural planning; Identifying and exploring opportunities for trade,

investment and finance; Helping in the fight against illiteracy and embarking on

programs to improve the state of health and educational sectors and encouraging

Identification and pursuit of areas of research and required development,

amongst others (Cross River State, 2014).

The aim of the policy is to use ICT’s as a tool to accelerate development.

This Policy Statement defines Cross River State’s ICT-driven development

agenda in the information age. The ultimate objective is to: accelerate Cross

River State’s socio-economic development process towards the realisation of

the vision to transform Cross River State into a literate, healthy, high income

economy and society that is information rich and knowledge based within the

next decade. The policy in addition to being related to the wider social and

economic development objectives and priorities of Nigeria is aimed at

addressing the developmental challenges facing Cross River State including but

not restricted to:

i. The State’s relatively high population growth rate 2.99%.

ii. The State’s relatively youthful population with close to 60% of the

population being of youthful age (15-39years);

50
 iii. The high percentage of population of people in the Niger Delta that

live in poverty.

iv. The poor health indices with respect to maternal and infant mortality

rates.

v. The State’s predominantly subsistence agrarian economy, most of

which has very little mechanisation or the application of modern

agricultural production methods or practices (Cross River State,

2014).

3.4 Situation Analysis of Policy

3.4.1 The National Situation

Prior to 1999 ICT was relatively undeveloped in Cross River State, as it

was in the rest of Nigeria. Nationally, the number of active fixed telephone lines

was less than 400,000 and the number of regular Internet users less than

200,000. ICT regulation within the states must function within the sphere of

influence defined by Federal legislation (Cross River State, 2008). Notable

developments from the Federal Governments that have resulted in nationwide

growth of the sector are

i. The approval of the National Telecommunications Policy of 2000.

ii. The passage into law of the National Communications Act of 2003

which provided legal backing for the policy.

iii. The approval of the National Information Technology Development

Policy of 2000.
51
 iv. The passage into law of the National Information Technology

Development Act of 2007.

These developments alongside other public and private sector initiatives have

resulted in significant growth of the sector, so much so that the number of active

lines grew from 400,000 to over 90 million in ten years from 2001 to 2011,

making the Nigerian telecommunications sector the fastest growing in Africa.

Statistics that depict a snapshot of the sector are in Table 3.1.

Table 3.1: Snapshot of the Nigerian ICT Sector 2010 (culled from the
National ICT Policy)
S/ Detail Value
N
1. Tele density per 100 people (Mobile & Fixed) 83.29
2. Internet penetration (per 100 people) 23.8
3. Internet Users (000) 43,270
4. Broadband penetration (per 100 people) 6.1%
5. PC Penetration 4.7
6. Computers assembled in Nigeria <500,000
7. Number of registered ICT Companies 350
8. Number of broadcasting stations nationwide 308
9. Post Offices (including postal agencies and 1,065 (3000+)
post shops)
10. Number of registered Courier Companies 250
Source: Cross River State (2008)

3.5 The Status of ICT in Cross River State

3.5.1 Telecommunications

Four major GSM firms and two CDMA firms have network coverage in

the State. The GSM firms have coverage in the local governments, sizeable

towns and approximately 70% of inhabited communities. The CDMA firms

have network coverage only in Calabar the State capital. With about 30% of the

52
communities lacking telecommunications networks, there remains a great deal

to be done to achieve the goal of universal coverage. Quality of service is a

serious challenge that plagues all the service providers nationally (Cross River

State, 2004.

3.5.2 Data Services

All the GSM and CDMA network providers provide data services

alongside their voice offering. All have 3G services mostly in the state capital.

Fibre optic and copper based Internet broad band services are linked to

submarine cables that provide true broad band service and are increasingly

popular in the state capital. Similar services by microwave radio and dedicated

leased circuits are also increasingly available. VSAT based satellite services are

used all over the state. There also exist a number local Internet Service

Providers (ISPs) offering Wi-Fi services (National Telecommunications Policy,

2000).

3.5.3 Hardware Industry

There is a relatively small but growing group of SMEs mostly in the

capital and five urban centres that either retail or repair equipment or both. In

addition there is a newly established assembly plant of systems and phones in

Calabar, the Minda Advanced Technologies (Cross River State, 2014).

3.5.4 Software Industry

53
 Similarly there is a small but fast increasing group of SMEs involved in

website and custom software development in the State particularly in Calabar

the State capital (Cross River State, 2014).

3.5.5 Services / IT Enabled Services

There are various firms that are involved in networking, maintenance

support, digital photography, digital publishing and other services in the urban

centres (Cross River State, 2014).

3.5.6 IT Training

There are various firms all over the State involved in training with

concentration in the urban centres particularly the State capital. None of these

offer international testing and certification (Cross River State, 2014).

3.5.7 ICT in Government

3.5.7.1 Existing Institutional Framework

An ICT unit was established in the Governor’s office from 2001 and was

led by a director in the State’s Civil Service. This unit drafted a State IT Policy

in 2004, which was deliberated and adopted by the then executive council.

Implementation of this policy was partial. This unit was upgraded to the

Communication Technology Development Department in May 2007 by the

administration of Senator Liyel Imoke. It was mandated to enhance the

attainment of the State Government’s development objectives through the use of

a business-driven IT strategy and environment, to improve public and private

sector productivity and access to Government services for the benefit of all

54
people of Cross River State as well as ensure the development and utilisation of

modern information and communication technology throughout the State (Cross

River State, 2014).

The Department is led by a Special Adviser who is the State’s Chief

Information Technology Officer (CITO) and is structured into infrastructure and

information systems groups. The Department has current oversight of policy

and regulatory functions of ICT in the State and liaises with Federal Agencies in

the regulation of the sector in the State. Increasingly Local Government

Councils (LGCs) in the State now also have ICT units and CITOs (Cross River

State, 2014).

3.5.7.2 Government Network Infrastructure

The government, through the Communication Technology Development

(CTD) Department has established network access in 85% of the MDA’s in

Cross River State as well as other Government lodges and buildings. It has also

linked the 18 LGCs. Government will also seek to do same for Health Centres,

Public schools as well as continue to develop the Cross River State network

backbone’ as the channel for accessing and communicating information by

voice, data and video across all tiers of Government (Cross River State, 2008).

3.5.8 Internet Availability

Internet service is available across the government network. Installed but

not without bandwidth subscription is a satellite based VSAT network for 146

primary and secondary health centres for the provision of connectivity to these
55
health centres. There are also about thirty or more public and private schools

across the state that provide ICT instruction supported mostly by VSAT based

Internet services. Adhoc Internet access via dongles and sim driven access

points is also in widespread use (Cross River State, 2014).

3.5.9 Computer Systems

It is estimated that there are approximately two thousands desktops and

laptops in use within the State Government. This, for nearly twenty thousand

state civil servants works out at 10% coverage. It is important to note that

computer systems become obsolete in 3 (notebooks) to -4 (desktops) years.

Recent computer acquisition schemes have facilitated the provision of

computers to over ten thousand teachers and eight thousand civil servants.

Many of these devices are used in the workplace in line with the global trend of

privately owned devices in the workplace (Cross River State, 2014).

3.5.10 Developing the Government ICT Workforce

The Government of Cross River State facilitates the acquisition of

relevant ICT skills for public and civil servants at State and LG levels. Prior to

2014 between one and two thousand staff were trained in digital literacy. In

addition to this, there are various specialised ICT trainings that are embarked on

many of which are project related. The Communication Technology

Development Department trains its one hundred and fifty staff annually and

supports the certification of about a third. The State recently approved a

compulsory digital literacy policy for public servants (Cross River State, 2014).
56
57
Table 3.2: A Snapshot of ICT in the Cross River State Government
A Snapshot of ICT in the Cross River State Government
Fiber optic backbone Fibre Optic backbone linking 85% MDAs two Data centres (Governor's
Office and BATMIS Centre) to major MDA's

Satellite connectivity 146 VSAT network for Primary Health Centres. 20 Sites also directly
connected by Ministry of Health. .
Wireless 5% of Government Buildings have Wireless LANS
technologies
Wired LANs 85% of State Government Buildings connected by Cat 5 Internal LANS
Switches 130 enterprise Voice / Data/ Video capable switches in MDAs
VoIP Intercom Yes (Utilising IP Phones/ expanded incrementally annually) as well as
System Microsoft Lync
State Portal (online (www.crossriverstate.gov.ng)
services)
Online info on Yes
MDAs
Online info on State Yes
budget
Government Payroll, Accounting, Messaging, Collaboration, Intranet, Conferencing,
Applications Fleet Tracking, Emergency Incident Management, Customer Relationship
Management, Legislative Management, Document Management, Tax
Management, Exam Records Management, Nominal Roll.
Data Centres Two (Primary & Backup)

Number of ICT 87
professionals in
State Government
Number of ICT Pros 43
with Intl
Certifications
Number of Civil 1500
Servants trained in
ICT per year
Digital Literacy in Approximately 25% of Civil Servants. 40% of those based in Calabar
Government
Type of Digital Microsoft Digital Literacy Standard
Literacy Training
Certification(s) for A+, MCPs, CCNA, etc
ICT professionals
% of proprietary 95% to 5%
Software vs Open
Source

Source: Cross River State (2014)

58
3.6 The Information Communication Technology Policy

3.6.1 Vision

To be the facilitator for the provision of ICT services that would drive the

socio-economic development process towards the realization of the vision of a

literate, healthy, high income service driven economy and a society that is

information-rich and knowledge-based within the next decade (Cross River

State, 2009).

3.6.2 General Policy Objectives

The general policy sectors are:

i. To enable the State take advantage of the opportunities presented by

the emergence of ICTs as a primary cross cutting enabler of

productivity for the public and private sectors.

ii. To support the application of technology to empower the socio-

economic development of the State, the creation of skills, jobs and

businesses and the diversification of the State’s economy.

iii. To sensitise and create awareness among the general public and all

stakeholders about the role and potential of ICTs in the development

process.

iv. To facilitate the increase of digital literacy in the society as well as the

development of ICT professionals in the State.

v. To facilitate and promote the establishment of appropriate

infrastructure that will enable the use of ICTs in the public, private
59
 sectors and across the various communities in the State with the

ultimate objective of achieving universal access to voice, data and

video networks in the State.

vi. To stimulate and promote competition, local participation and private

investment in the ICT sector.

vii. To identify and establish innovative financing mechanisms that

address specific needs of ICT development.

viii. To promote the use of ICT for the production, storage, security, access

and dissemination of data, information and knowledge in both the

public and private sectors.

ix. To facilitate the broadest possible access to public domain

information.

x. To promote relevant local content creation, multilingualism and the

access to information by the disadvantaged groups and communities.

xi. To facilitate development of the youth and gender mainstreaming in

information and communication programmes and in ICT

development.

xii. To provide for establishment of an enabling legal and regulatory

framework that, among other things, takes into account current trends

in ICT development including the convergence of technologies.

xiii. To encourage and support Research and Development in ICT.

60
 xiv. To accord due regard, recognition and protection to intellectual

property rights.

xv. To enhance collaboration and co-ordination in ICT development at the

local, sub-national, national and international level (Cross River State,

2014).

Sector specific policy statements and strategies have also been articulated for

ICT sector (ICT infrastructure, capacity building, software and hardware

industry, service industry, Research, Development and Innovation (RDI),

agriculture, tourism, education, health, business and investment, infrastructure,

land and environment, the legislature, the administration of justice, local

government, administration, security, human resource development and social

welfare amongst others (Cross River State, 2014).

3.6.3 Implementation Framework

To implement the policy successfully it is important to have an

institutional framework that is comprehensive and clearly sets out roles and

responsibilities of various institutions as well as defining the relationships

between them. The Proposed Institutional Structure is a State Communication

Technology Development Bureau and one or more Service providing firms run

by the private sector but which are Joint Ventures between the private sector

and CRSG (e.g. SmartGov.CRSG) (Cross River State, 2014).

61
3.6.4 The Structure of the State Communication Technology Development
Bureau

The State Communication Technology Development Bureau shall be

headed by a Chief Executive Officer who will also be the cabinet officer

responsible for Communication Technology Development. The Bureau shall

have technical Directorates each headed by a Director. These initially would be

Development Facilitation, Standards, Stakeholder Coordination and

Outsourcing and Technology Services.

3.6.5 Monitoring and Evaluation Process

The bureau would be mandated to publish an annual report that details

their activities and measures annual and cumulative achievements against

projected targets. The indicators for sector monitoring will be structured using

the log frame as shown in Appendix V, to reflect the various levels and stages

of monitoring that will be required. Benefits delivered by the e-Governance

Project to the State Government (Value Proposition) are at Appendix VI.

62
 CHAPTER FOUR

E-GOVERNANCE AND EFFICIENCY IN CROSS RIVER STATE

PUBLIC SERVICE

4.1 Preamble

This chapter presents and analyses data from structured questionnaires

that address the concerns of this research. It draws findings from survey data

which examined e-governance and its challenges in Cross River State.

4.2 Data Presentation and Interpretation

The survey design involved the collection of information from primary

sources through structured questionnaires. The analysis of data was done using

simple frequency analysis. This method was adopted because it is precise, direct

and unambiguous. Questionnaires were administered to randomly selected

respondents in Cross River State. (Sample questionnaires are attached to this

study as Appendix VII). A total of 300 questionnaires were administered. Of

these, 257 were returned, representing 85.7% response rate. The high response

rate presents this study with efficient data for a realistic analysis of the

phenomenon under investigation. Table 4.1 and Figure 4.1 below show the

response rate of the administered questionnaires.

63
Table 4.1: Response Rate of Administered Questionnaire

Respondent Frequency Percentage %

Retrieved 257 85.7
Not Retrieved 43 14.3
Total 300 100

Figure 4.2: Response Rate of Administered Questionnaire

Percentage %

14.3

85.7

Retrieved Not Retrieved

4.3 Demographic Analysis

This section presents the demographic analysis of respondents in the

various clusters of age, gender, educational achievement, marital and

occupational status, respectively.

Table 4.2 Age of Respondents

Frequency Percent Valid Percent Cumulative Percent
Valid Under 18 2 .8 .8 .8
15-24 17 6.6 6.6 7.4
25-34 76 29.6 29.6 37.0
35-44 84 32.7 32.7 69.6
Above 44 78 30.4 30.4 100.0
Total 257 100.0 100.0
Source: Field Survey, 2015

64
 Table 4.2 and figure 4.2 show that the respondents are evenly distributed

among the age brackets of 25 – 44 and above. This implies that the respondents

are within the age bracket to understand the phenomenon under investigation.

Figure 4.2: Age of Respondents

Percent
35 32.7
29.6 30.4
30

25

20

15

10
6.6
5
0.8
0
Under 18 15-24 25-34 35-44 Above 44

Source: Field Survey, 2015

Table 4.3 Gender of Respondents

Frequency Percent Valid Percent Cumulative Percent
Valid Male 167 65.0 65.0 65.0
Female 90 35.0 35.0 100.0
Total 257 100.0 100.0
Source: Field Survey, 2015
Percent

35

65

Male Female

Source: Field Survey, 2015

65
 Table 4.3 and figure 4.3 above show that of the 257 respondents, 167 or

65% were males, while 90 or 35% were females. The high percentage of male

respondents may be due to male dominance in the formal sectors. The gender

disparity does not, however, alter the validity of the outcomes of this study.

Table 4.4 Educational Qualifications of the Respondents

Cumulative
Frequency Percent Valid Percent Percent
Valid Secondary School 14 5.4 5.4 5.4
HND 29 11.3 11.3 16.7
First Degree 118 45.9 45.9 62.6
Masters 79 30.7 30.7 93.4
Others 17 6.6 6.6 100.0
Total 257 100.0 100.0
Source: Field Survey, 2015

Figure 4.4 Educational Qualifications of the Respondents

Percent
50
45.9
45

40

35
30.7
30

25

20

15
11.3
10
6.6
5.4
5

0
Secondary School HND First Degree Masters Others

Source: Field Survey, 2015

Table 4.4 and Figure 4.4 above show the distribution of the educational

status of respondents. Analysis shows that majority of respondents hold first

66
degree and Master’s Degree representing 45.9% (118) and 30.7% (79)

respectively. While a sizeable number hold secondary school certificate, Higher

-National Diploma and professional qualifications in diverse fields. The

distribution, therefore, reflects a highly enlightened study sample who are

sufficiently sized with the phenomenon under investigation.

Table 4.5 Employment Status of the Respondents

Cumulative
Frequency Percent Valid Percent Percent
Valid Public Sector 205 79.8 79.8 79.8
Private Sector 52 20.2 20.2 100.0
Total 257 100.0 100.0
Source: Field Survey, 2015

Figure 4.5 Employment Status of the Respondents

Percent
20.2

79.8

Public Sector Private Sector

Source: Field Survey, 2015

Table 4.4 and figure 4.4 show that majority of respondents constituting

79.8% (205) work in the Cross River State public service, while a sizeable

number constituting 20.2% (52) are from the private sector. The study sample
67
illustrates the diversity of respondents, and also reinforces the fact that despite

their varied backgrounds, they share almost similar views and fears, regarding

e-governance in Cross River State.

4.4 Data Analysis on Substantial Issues

The analysis of response to questions would be presented in tables and figures.

Thereafter, the findings deduced would be highlighted.

4.4.1 Nature of e-Governance in Cross River State

This section examines the nature of e-governance in Cross River State.

Research sought to know the level of awareness usage of e-Governance in the

State.

Table 4.6 Respondents' opinion on whether they know about e-

governance in Cross River State
Frequency Percent Valid Percent Cumulative Percent
Valid Yes 246 95.7 95.7 95.7
No 11 4.3 4.3 100.0
Total 257 100.0 100.0
Source: Field Survey, 2015

Figure 4.6 Respondents' opinion on whether they know about e-

governance in Cross River State
Percent
4.3

95.7

Yes No

Source: Field Survey, 2015

68
 Table 4.6 and figure 4.6 illustrate the awareness of e-governance in Cross

River State. It is significant that, of the 257 respondents, 246 or 95.7% know

about e-governance in the State while 11 or 4.3% respondents did not know

about e-governance in the State. This is a step forward for the State as both

private and public servants know that the government is trying to bring the

initiative to the State. This awareness would have to be sustained.-

Table 4.7 Respondents' opinion on the use of e-governance services in

Cross River State
Frequency Percent Valid Percent Cumulative Percent
Valid Yes 211 82.1 82.1 82.1
No 34 13.2 13.2 95.3
I don't know 12 4.7 4.7 100.0
Total 257 100.0 100.0
Source: Field Survey, 2015

Figure 4.7 Respondents' opinion on the use of e-governance services in

Cross River State

Percent

82.1
90

80

70

60

50

40

30 13.2
20 4.7
10

0
Yes No I don't know

Source: Field Survey, 2015

As Table 4.7 and Figure 4.7 shows, the people of Cross River State use e-

governance services. As the frequency rate in table 4.4.2 illustrates 211 of the

69
270 respondents, or 82.1% are using e-governance in the State while 13.2% or

34 respondents are not using e-governance in the State. In addition, a negligible

number of respondents representing 12 or 4.7% do not know if there is e-

governance in the State. Although, a large number of the respondents indicated

that they use e-governance in the State but there is still need for the government

to increase its awareness among the workers and the general populace. This is

more so that Calabar the State capital is becoming a destination for training and

conferences.

4.4.2 Extent to which e-Governance has been implemented in Cross River

State
This looks at the extent to which the Cross River State Government have

implemented e-Governance in the State.

Table 4.8 The Kind of services provided by e-governance in Cross River

State
Cumulative
Frequency Percent Valid Percent Percent
Valid General Information 97 37.7 37.7 37.7
Administration 64 24.9 24.9 62.6
Agriculture 1 .4 .4 63.0
Business 11 4.3 4.3 67.3
Education 19 7.4 7.4 74.7
Healthcare 12 4.7 4.7 79.4
Others 6 2.3 2.3 81.7
None 14 5.4 5.4 87.2
General Info and Business 11 4.3 4.3 91.4
Administration and
7 2.7 2.7 94.2
Healthcare
All of the Above 7 2.7 2.7 96.9
Admin, Business,
8 3.1 3.1 100.0
Education and Healthcare
Total 257 100.0 100.0

70
 Source: Field Survey, 2015

Figure 4.8 The Kind of services provided by e-governance in Cross River

State

Percent
40 37.7
35
30
24.9
25
20
15
10 7.4
4.3 4.7 5.4 4.3
5 2.3 2.7 2.7 3.1
0.4
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Source: Field Survey, 2015 Ad

E-governance services can be used for different sectors. Table 4.8 and

figure 4.8 illustrate services provided on the e-governance platform in Cross

River State. It is significant that, of the 257 respondents, 97 or 37.7% indicate

that general information (such as Calendar of events) are the most kind of

service provided by the e-governance initiative in Cross River State. This is

followed by Administration (management set up) representing 64 respondents

or 24.9%. The rest comprises agriculture, business, education and healthcare at

0.4%, 4.3%, 7.4% and 4.7% response rates respectively. However, some

respondents have used more than one combinations of the e-governance service

in the State. These are general information and business; administration and

healthcare; as well as administration, business, education and healthcare at

71
4.3%, 2.7% and 3.1% responses rate respectively. Although the respondents

recognise that e-governance is present in the State, it has not cut across the

sectors. Sectors like education, health, agriculture and business recorded low

participation. The government could do more to ensure high participation by

promoting other sectors and encouraging participation by citizens in other

sector.

Table 4.9: Respondents' opinion on whether it is possible to implement e-

governance system instead of current paper based system

Frequency Percent Valid Percent Cumulative Percent

Valid Yes 238 92.6 92.6 92.6
No 11 4.3 4.3 96.9
I don't know 8 3.1 3.1 100.0
Total 257 100.0 100.0
Source: Field Survey, 2015

Figure 4.9: Respondents' opinion on whether it is possible to implement e-

governance system instead of current paper based system

Percent

I don't know 3.1

No 4.3

Yes 92.6

0 10 20 30 40 50 60 70 80 90 100

Source: Field Survey, 2015

72
 As Table 4.8 and Figure 4.8 show, an overwhelming percentage of the

respondents believe that it is possible to introduce e-governance system in place

of the current paper based system. As the frequency rate in Table 4.8 illustrates,

238 of the 257 respondents, or 92.6%, are of the view that it is possible to

introduce e-governance system while 11 respondents or 4.3% are of the view

that it is not possible to implement e-governance system in place of the current

paper based system. This therefore means that the public servants are ready to

work with computers but this must come with appropriate training. Also, people

generally are willing to do business through the internet than in the paper-based

system.

Table 4.10 Respondents' opinion on whether they know the government is

planning to implement a e-governance system where most of its
information can be processed easily without having to go
through much hassle
Frequency Percent Valid Percent Cumulative Percent
Valid Yes 214 83.3 83.3 83.3
No 26 10.1 10.1 93.4
I don't know 17 6.6 6.6 100.0
Total 257 100.0 100.0
Source: Field Survey, 2015

73
Figure 4.10 Respondents' opinion on whether they know the government is
planning to implement e-governance system where most of its
information can be processed easily without having to go
through much hassle
Percent
90
83.3
80

70

60

50

40

30

20
10.1
10 6.6
0
Yes No I don't know

Source: Field Survey, 2015

As Table 4.10 and Figure 4.10 highlight, of the 257 respondents, 214

respondents or 83.3% are aware that government is planning to fully implement

e-governance in the State. On the other hand, 26 respondents, or 10.1% are not

aware of the plan. This is a commendable effort from the government. Through

awareness programme, the general public will know about the initiative.

Therefore, Government needs to continue its awareness programme on e-

governance by engaging the State media in its sensitisation effort.

Table 4.11 Respondents' opinion on whether there is need for

implementing e-governance in Cross River State

Frequency Percent Valid Percent Cumulative Percent

Valid Yes 249 96.9 96.9 96.9
No 6 2.3 2.3 99.2
I don't know 2 .8 .8 100.0
Total 257 100.0 100.0
Source: Field Survey, 2015

74
Figure 4.11 Respondents' opinion on whether there is need for
implementing e-governance in Cross River State

Percent
96.9
100
90
80
70
60
50
40
30
2.3 0.8
20
10
0
Yes No I don't know

Percent

Source: Field Survey, 2015

On whether there is need to implement e-governance in the State, Table

4.11 ad Figure 4.11, shows that majority of the respondents representing 249 or

96.9% indicate that there is need for government to implement e-governance in

the State while 6 respondents or 2.3% indicate that there is no need for

government to implement e-governance in the State. The opinion of respondents

in this section corroborates that of respondents in Table 4.9 as the respondents

believe that there is need for the implementation of e-governance in the State.

This is an indication that the people will embrace the initiative if appropriate

measures of user interface are put in place.

4.4.3 Challenges facing the implementation of e-Governance in the State

Researcher sought to find out the challenges facing the successful

implementation of e-Governance in the State.

75
Table 4.12 Respondents' opinion on whether there is any resistance to
change from paper based to e-based system
Frequency Percent Valid Percent Cumulative Percent
Valid Yes 164 63.8 63.8 63.8
No 87 33.9 33.9 97.7
I don't know 6 2.3 2.3 100.0
Total 257 100.0 100.0
Source: Field Survey, 2015

Figure 4.12 Respondents' opinion on whether there is any resistance to

change from paper based to e-based system
Percent
2.3

33.9

63.8

Yes No I don't know

An analysis of respondent’s views, as presented in Table 4.12 and Figure

4.12, reveal an overwhelming resistance to change from paper based to e-

governance system. For instance, whereas only 87 respondents, representing

33.9% of those surveyed did not have any resistance to change from paper

based to e-governance system, as many as 164 respondents, or 63.8%% show

that there is resistance. Respondents further explain that the government needs

to put in place proper measures such as capacity building, training with no cost

for them to be able to fully accept the initiative in the State. It is therefore

76
important that government trains workers on the different computer applications

that will be used.

Table 4.13 Respondents' level of computer experience

Frequency Percent Valid Percent Cumulative Percent

Valid Poor 3 1.2 1.2 1.2
Fair 44 17.1 17.1 18.3
Satisfactory 87 33.9 33.9 52.1
Good 74 28.8 28.8 80.9
Excellent 44 17.1 17.1 98.1
No Response 5 1.9 1.9 100.0
Total 257 100.0 100.0
Figure 4.13 Respondents' level of computer experience

Percent
33.9
35
28.8
30

25

20 17.1 17.1

15

10

5 1.2 1.9

0
Poor Fair Satisfactory Good Excellent No Response

As Table 4.13 and Figure 4.13 reveal, of the 257 respondents, only 33.9%

(87 respondents) are satisfied with their computer literacy skills while 28.8%

(74 respondents) indicate that they have ‘good’ computer experience. In

addition, 17.1% (44 respondents) possess ‘excellent’ computer experience. On

the other hand, 17.1% (44 respondents) indicate that their computer experience

is ‘fair’ while just 1.2% of the respondents possess ‘poor’ computer experience.

From the analysis above, it can be deduced that if well trained on the use of e-
77
governance and if the applications as well as the websites are users’ friendly, it

will be easy for public servants and the general public to utilise the initiative.

Table 4.14 Respondents' opinion on how informative the current

government website is
Frequency Percent Valid Percent Cumulative Percent
Valid Poor 53 20.6 20.6 20.6
Fair 81 31.5 31.5 52.1
Satisfactory 96 37.4 37.4 89.5
Good 14 5.4 5.4 94.9
Excellent 9 3.5 3.5 98.4
No Response 4 1.6 1.6 100.0
Total 257 100.0 100.0
Source: Field Survey, 2015

Figure 4.14 Respondents' opinion on how informative the current

government website is
Percent

No Response 1.6

Excellent 3.5

Good 5.4

Satisfactory 37.4

Fair 31.5

Poor 20.6

0 5 10 15 20 25 30 35 40

Source: Field Survey, 2015

As Table 4.14 and Figure 4.14 illustrate, of the 257 respondents, a good

percentage of the respondents representing 96 or 37% are satisfied with the

information on the Cross River Government’s website while 81 respondents or

31.5 specify that information on the website is fair. As far as some respondents

are concerned, the information on the website is poor. These set of respondents

78
represent 54 or 20.6%. Few respondents rated the website ‘good’ and

‘excellent’ representing 14 or 5.4% and 9 or 3.5% respondents respectively.

This shows that the government still needs to improve on the information on its

website to enable civil servants and people interact with the website and accept

the e-governance system in the State. The website address of Cross River State

is http://www.crossriverstate.gov.ng/. A snapshot of the State’s government

website is in Appendix VIII.

Table 4.15 Respondents' opinion on the rating of using e-governance

services in Cross River State
Frequency Percent Valid Percent Cumulative Percent
Valid Poor 82 31.9 31.9 31.9
Fair 79 30.7 30.7 62.6
Satisfactory 55 21.4 21.4 84.0
Good 30 11.7 11.7 95.7
Excellent 8 3.1 3.1 98.8
No Response 3 1.2 1.2 100.0
Total 257 100.0 100.0

Figure 4.15: Respondents' opinion on the rating of using e-governance

services in Cross River State
Percent

35 31.9
30.7

30

25 21.4

20

15 11.7

10

3.1
5 1.2

0
Poor Fair Satisfactory Good Excellent No Response

79
 As Table 4.15 and Figure 4.15 highlight, 82 or 31.9% of the respondents

rate the use of e-governance in the State as ‘poor’ while 79 or 30.7% of the

respondents rate it as being ‘fair’. In addition, 55 or 21.4% respondents indicate

that they are satisfied with the use of e-governance in the State while 30 or 11.7

respondents indicate that it is ‘good’. Only 8 or 3.1% respondents rate the use of

e-governance in the State as being ‘excellent’. From the analysis, it can be

inferred that e-governance has not really been effective in the State. The

government of Cross River State needs to intensify its effort in ensuring that the

initiative does not ‘die’ at its infancy stage. This is a close call and points to the

need for better and effective implementation of the initiative in the State.

Table 4.16 Respondents' satisfaction on the level of internet facilities in the

Cross River State Public Service
Frequency Percent Valid Percent Cumulative Percent
Valid Poor 60 23.2 23.2 23.2
Fair 96 37.4 37.4 60.6
Satisfactory 50 19.5 19.5 80.2
Good 47 18.3 18.3 98.5
Excellent 3 1.2 1.2 99.7
No Response 1 .4 .4 100.0
Total 257 100.0 100.0

80
Figure 4.16 Respondents' satisfaction on the level of internet facilities in
the Cross River State Public Service
Percent
40
37.4

35

30

25 23.2

19.5
20 18.3

15

10

5
1.2 0.4
0
Poor Fair Satisfactory Good Excellent No Response

Table 4.16 and Figure 4.16 illustrates the level of satisfaction of the citizens on

the level of internet facilities in the State. Of the 257 respondents, 60 or 23.2%

respondents are of the opinion that internet facilities in the State’s public service

is ‘poor’ while 96 or 37.4% respondents are of the opinion that the internet

facilities is ‘fair’. On the other hand, 50 or 19.5% respondents are satisfied with

the internet facilities in the State’s public service whereas 47 or 18.3% rate the

level of internet facilities as ‘good’. Just 3 or 1.2% respondents rate it as being

‘excellent’. This analysis is in line with Table 4.15 as majority of the

respondents rate the use of e-governance in the State as poor. Internet facilities

is a prerequisite to the success of e-governance. The government of Cross State

needs to ensure that necessary infrastructure for the implementation of e-

governance are put in place.

Table 4.17 Respondents' opinion on how easy they get computer facilities
81
 from the government
Frequency Percent Valid Percent Cumulative Percent
Valid Poor 60 23.3 23.3 23.3
Fair 80 31.1 31.1 54.5
Satisfactory 56 21.8 21.8 76.3
Good 53 20.6 20.6 96.9
Excellent 5 1.9 1.9 98.8
No Response 3 1.2 1.2 100.0
Total 257 100.0 100.0

Table 4.17 Respondents' opinion on how easy they get computer facilities
from the government
Percent
35
31.1
30

25 23.3
21.8
20.6
20

15

10

5
1.9 1.2
0
Poor Fair Satisfactory Good Excellent No Response

From Table 4.17 and Figure 4.17, 60 respondents accounting for 23.3%

opine that the provision of computer facilities to the public servants is ‘poor’

whereas 80 respondents accounting for 31.1% opine that the provision of

computer facilities is ‘fair’. In addition, 56 respondents (public servants)

accounting for 21.8% opine that they are satisfied with the provision of

computer facilities from the State government. For other respondents, 53

respondents accounting for 20.6% opine that the provision of computer facilities

82
are ‘good’ while only 5 respondents accounting for 1.9% opine that the

provision is ‘excellent’. In Table 4.16, a fair number of respondents feel that the

provision of internet facilities is not adequate. Similarly, from the analysis of

Table 4.17, a fair share of the respondents feel that the provision of computer

facilities is not also adequate. Provision of adequate computer facilities in the

workplace will go a long way to ensure the success of e-governance in the State.

The laptop distribution programme which enable public servant to own a

computer on an installmental payment basis should be continued.

Table 4.18 Respondents' opinion on whether there are enough training

facilities to enable Cross River State to adopt e-governance services

Frequency Percent Valid Percent Cumulative Percent

Valid Strongly
53 20.6 20.6 20.6
Disagree
Disagree 76 29.6 29.6 50.2
Agreed 116 45.1 45.1 95.3
Strongly
8 3.1 3.1 98.4
Agreed
Neutral 4 1.6 1.6 100.0
Total 257 100.0 100.0

83
Figure 4.18 Respondents' opinion on whether there are enough training
facilities to enable Cross River State to adopt e-governance services
Percent

50 45.1
45

40

35 29.6
30

25 20.6

20

15

10
3.1
1.6
5

0
Strongly Disagree Disagree Agreed Strongly Agreed Neutral

Table 4.18 and Figure 4.18 posed questions to the respondents on

whether there are adequate training facilities to enable Cross River to adopt e-

governance service. In answering the question, of the 257 respondents, 116 or

45.1% of the respondents ‘agree’ that there are enough training facilities to

enable the Cross River State government to adopt e-governance services while 8

respondents or 3.1% ‘strongly agree’. However, 76 respondents or 29.6%

‘disagree’ that there are enough training facilities to enable the Cross River

State government adopt e-governance services while 53 respondents or 20.6%

‘strongly disagree’.

84
Table 4.19 Respondents' view on the level of getting power supply to
facilitate e-governance
Frequency Percent Valid Percent Cumulative Percent
Valid Poor 84 32.7 32.7 32.7
Fair 84 32.7 32.7 65.4
Satisfactory 55 21.4 21.4 86.8
Good 31 12.1 12.1 98.8
No Response 3 1.2 1.2 100.0
Total 257 100.0 100.0

Figure 4.19 : Respondents' view on the level of getting power supply to

facilitate
e-governance
Percent
1.2

12.1

32.7

21.4

32.7

Poor Fair Satisfactory Good No Response

From the Table 4.19 and Figure 4.19, of the 257 respondents, 84 or

32.7% of the respondents indicate that the level of power supply to facilitate e-

governance in Cross River State is ‘poor’ while in the same vein, 84 or 32.7%

also indicate that power supply in the State is ‘fair’. In addition, 55 or 21.4%

respondents indicate that power supply is ‘satisfactory’. On the other hand, 31

or 12.1% of the respondents indicate that power supply to facilitate e-

governance in the State is good. This is a general challenge in the country where

power supply is poor. The government of Cross River State needs to explore
85
other alternatives of power supply to ensure that power supply improves in the

State.

Table 4.20 Respondents' opinion on whether e-governance has improved

efficiency in the public service in Cross River State
Frequency Percent Valid Percent Cumulative Percent
Valid Yes 56 21.8 21.8 21.8
No 172 66.9 66.9 88.7
I don't know 29 11.3 11.3 100.0
Total 257 100.0 100.0
Figure 4.20 Respondents' opinion on whether e-governance has improved
efficiency in the public service in Cross River State
Frequency
56
29

172

Yes No I don't know

Table 4.20 and Figure 4.20 illustrate on whether e-governance has

improved efficiency in the public service in Cross River State. Of the 257

respondents, only 56 or 21.8 respondents depict that e-governance has improved

efficiency in the public service in Cross River State. Conversely, 172 or 66.9%

respondents depict that e-governance has not improved efficiency in the public

service. The government needs to revved up or to fasten the implementation of

the policy so as to achieve the main objective of e-governance which is to

improve service delivery.

4.4.4 Effectiveness and Efficiency of e-governance in Cross River State.

86
Table 4.21 Respondents' opinion on whether e-governance has improved
service delivery in the public service in Cross River State

Frequency Percent Valid Percent Cumulative Percent

Valid Yes 50 19.5 19.5 19.5
No 182 70.8 70.8 90.3
I don't know 25 9.7 9.7 100.0
Total 257 100.0 100.0

Figure 4.21 Respondents' opinion on whether e-governance has improved

service delivery in the public service in Cross River State

Percent

I don't know 9.7

No 70.8

Yes 19.5

0 10 20 30 40 50 60 70 80

Table 4.21 and Figure 4.21 show that only 50 or 19.5% respondents

indicate that e-governance has improved service delivery in the public service in

Cross River State while 182 or 70.8% respondents indicate that e-governance

has not improved service delivery in the public service in the State. This is in

agreement with Table 4.20 where the respondents indicate that the e-governance

has not improved efficiency in the public service in the State. This point to the

fact that e-governance has not been properly instituted into the public service in

the State.

87
Table 4.22 Respondents' opinion on whether the government has enough
data application to implement e-governance system
Frequency Percent Valid Percent Cumulative Percent
Valid Yes 82 31.9 31.9 31.9
No 149 58.0 58.0 89.9
I don't know 26 10.1 10.1 100.0
Total 257 100.0 100.0

Figure 4.22 Respondents' opinion on whether the government has enough

data application to implement e-governance system
Percent
10.1
31.9

58

Yes No I don't know

Table 4.22 and Figure 4.22 is concerned with whether the government of

Cross River State has enough data application to implement e-governance

system. Majority of the respondents representing 149 or 58.0% show that the

State does not have the required data application for the implementation of e-

governance system in the State while 82 or 31.9% respondents show that the

State has enough data application to implement e-governance. It is to be noted

that 26 respondents or 10.1% do not know what application data means. It can

be deduced that the government of Cross River State does not have adequate

application data such as software and hardware to implement e-governance

system in the State. The Government would therefore have to ensure that

enough Data Systems Infrastructure is provided to cover the whole State.

88
Table 4.23 Respondents' opinion on whether the government has enough
IT skilled people to implement the e-governance system in Cross River
State
Frequency Percent Valid Percent Cumulative Percent
Valid Yes 209 81.3 81.3 81.3
No 38 14.8 14.8 96.1
I don't know 10 3.9 3.9 100.0
Total 257 100.0 100.0

Figure 4.23 Respondents' opinion on whether the government has enough

IT skilled people to implement the e-governance system in
Cross River State
Percent
90
81.3
80

70

60

50

40

30

20 14.8
10
3.9
0
Yes No I don't know

From Table 4.23 and Figure 4.23, of the 257 respondents, 209 or 81.3%

respondents believe that the government has enough IT skilled personnel that

can oversee the implementation of e-governance system in Cross River State.

However, 38 or 14.8% respondents believe that the government does not have

enough IT skilled personnel to oversee the implementation of e-governance

system in Cross River State. This is a good omen for the State. If properly

implemented, e-governance has a chance of being successful in the State.

Table 4.23 Respondents' opinion on whether the civil servants have

accepted the e-governance in place of paper-based system

Frequency Percent Valid Percent Cumulative Percent

89
 Valid Yes 81 31.5 31.5 31.5
No 151 58.8 58.8 90.3
I don't know 25 9.7 9.7 100.0
Total 257 100.0 100.0

In Table 4.23 and Figure 4.23, of the 257 respondents that responded to

the questionnaire, only 81 respondents or 31.5% indicated that civil servants

have accepted e-governance in place of paper-based system while 151

respondents or 58.8% indicate that civil servants have not accepted e-

governance in place of paper-based system in the State. This could be because

of a number of reasons such as power supply, inadequate internet facilities,

amongst others. There is also the fear of job losses by public servants. In Table

4.16, it was shown that a reasonable number of respondents are not satisfied

with provision of internet facilities in the State. Similarly, Table 4.19 also

shows that respondents are not satisfied with level of power supply in the State.

Moreover, e-governance has not been fully integrated into the Cross River

State’s civil service.

90
Figure 4.24 Respondents' opinion on whether the civil servant have
accepted the e-governance in place of paper-based system
Percent

I don't know 9.7

No 58.8

Yes 31.5

0 10 20 30 40 50 60 70

Source: Field Survey, 2015

4.5 Summary of Findings

The analysis of the data collected for this study provided some insight

into the main objectives of the study, which was to examine the challenges of

implementation of e-governance in Cross River State. The study is made up of a

sample of 257 respondents comprising public servants and private sector

personnel on various issues relating to the implementation of e-governance in

the State as well as the effectiveness and efficiency of e-governance in the State.

In the analysis, it was revealed that majority of the respondents are aware

of the e-governance initiative of the State Government. This set of respondents

form 95.7% or 246 respondents. On the use of e-governance services in the

State, it is important to note that significant number of respondents are already

using e-governance services in the State. General information and

administration are the most accessed on the e-governance initiative in the State.

Both recorded 37.7% and 24.9% respectively. However, important areas such as

agriculture, education, tourism, business and healthcare recorded low responses.

91
This means that the use of e-governance services in agriculture, education,

tourism, business and healthcare are yet to be given adequate attention by the

government. These are important areas that can benefit the State immensely.

Sectors such as business and agriculture can attract investors to the State both

locally and internationally. These responses show the nature and extent of

implementation of e-governance in the Cross River State.

The respondents show that they are aware of e-governance initiative in

the State. Table 4.9 shows that 238 respondents or 92.6% asserted that it is

possible to implement e-governance in the State in place of paper-based system.

However, in Table 4.12 the respondents indicated that there is resistance to the

change from e-governance to paper-based system. Some of the reasons given

was that the government has not properly put in place training facilities and

equipment needed for e-governance. Provision of computer and internet

facilities are some of the challenges facing the successful implementation of e-

governance in the State. This is evidenced in Table 4.16 and Table 4.17 where

significant number of respondents indicated that provision of these facilities are

not adequate.

Power supply is essential to successful implementation of e-governance.

In Nigeria as a whole, power supply is epileptic. In Table 4.19, 84 or 32.7%

respondents showed that power supply is poor in Cross River State while some

other 84 or 32.7% respondents showed that power supply is fair. Government

needs to continue to explore alternative sources of energy in order to achieve its

92
aim of implementing e-governance in the State. In terms of data application, the

respondents showed that the government does not have adequate data

application for successful implementation of e-governance. This question was

particularly responded to by IT experts in the State. Data application such as

software and hardware are not adequate. Cross River State Government would

therefore need to put in place adequate IT infrastructure as well as ensure that

the public has confidence in the reliability of the system for maximum

patronage. From the above, implementation of e-governance is facing numerous

challenges in Cross River State.

93
 CHAPTER FIVE

CONCLUSION, RECOMMENDATIONS AND IMPLEMENTATION

STRATEGIES
5.1 Conclusion

Across the world, governments are embarking on reforms of their public

administrative mechanisms in order to deliver more efficient and cost effective

services, as well as better information and access to citizens. E-governance is

one of the initiatives governments around the world have adopted to achieve

this. E-governance is the effective use of ICT to improve governance in such a

manner that citizens have access to information about their governments and

that they can contribute to governance through the channels created. Its

adoption is in the priority agenda in Cross River State, as it is considered to be

the only means of allowing the people to participate in government’s decision-

making process. Developments in e-Governance provide opportunities to

harness the power of ICT to make the business of governance inexpensive,

qualitatively responsive, and truly encompassing.

Cross River State is one of the first few states in Nigeria that have

launched e-governance projects with the aim of improving government

processes, connect government to citizens and build interactions with civil

society. However, in a developing country like Nigeria, it remains uncertain as

to what contribution, if any, e-governance initiatives can make to overall

development priorities. In this study, it was established that the success of an

e-Governance initiative lies in how efficiently it has enhanced people’s

94
participation in government functioning through ICT-wide access and

bringing government and the services it offers closer to its citizens. Promoting

accountability, transparency and responsiveness in government and ensuring

that government works better at lesser costs. These are the ingredients for good

governance and a vibrant democracy.

However, there are challenges facing the implementation of e-governance

in Cross River State. One of the challenges is the lack of reliable internet and

computer facilities or data systems infrastructure available to MDAs and

members of the public. These are prerequisite to the implementation of e-

governance anywhere in the world. In addition, Nigeria as a whole is

experiencing epileptic power supply, Cross River State inclusive. This will

hinder the development of e-governance greatly. Resistance to change among

the people is also a factor. This is why the government has to embark on

rigorous campaigns to ensure that the general public accepts the initiative. This

will go a long way in ensuring the success of the programme in the State.

Furthermore, inadequate data application such as software and hardware and e-

governance infrastructure are factors militating against the implementation of e-

governance in Cross River State. It is in this light that the study proffers the

following recommendations and implementation strategies.

95
5.2 Recommendations and Implementation Strategies

Recommendation One

Cross River State should as a matter of urgency undertake across the state

awareness campaign on the implementation of the initiative in the State.

Implementation Strategies

i. The Special Adviser ICT in conjunction with the Commissioner,

Ministry of Information to organise a summit of stakeholders in order

to incorporate their viewpoints in implementing the e-governance

initiative.

ii. The Special Adviser ICT to publish the ICT policy as well as the

rules, regulations, instructions, codes and manuals which regulate the

e-governance initiative.

iii. The Commissioner of Information to ensure that the benefits of using

e-governance system be broadcast on state government media at

intervals for the next 6 months.

Recommendation Two

Cross River State Government should direct all MDAs to as a matter of

urgency update and publish all the activities on the state website.

Implementation Strategies

i. The Special Adviser ICT to liaise with all MDAs to provide technical

support where necessary in the task of identification and prioritisation

of services to be put up on their website.

96
ii. The Special Adviser ICT to prepare a roadmap for enhancing the

capabilities of employees of MDAs in the services they provide to the

public.

iii. The Monitoring and Evaluation Unit of the ICT Department to

monitor and ensure that MDAs update their services on regular basis.

Recommendation Three

Cross River State Government should provide relevant infrastructure for the

development of e-governance in the State.

Implementation Strategies

i. Department of ICT to upgrade their main infrastructure at the Data

Centres to accommodate information from the MDAs and the public.

ii. The Special Adviser ICT to conduct a needs assessment of needed

infrastructure at the MDAs in order to equip them with necessary

equipment that would serve their purpose.

iii. The Special Adviser ICT to ensure recruitment and training of the

right calibre of personnel for the MDAs.

Recommendation Four

The Special Adviser ICT should ensure that proper firewalls are installed in

order to guide against threats and hackers.

97
Implementation Strategies

i. The Special Adviser ICT in conjunction with the State Security

Adviser to ensure that reliable firewalls are installed to guard against

hackers.

ii. The Special Adviser ICT to liaise with the National ICT Centre in the

Federal Capital Territory, Abuja, for assistance in helping to protect

the entire infrastructure in the State.

Recommendation Five

The Special Adviser ICT should carry out periodic assessment of the

effectiveness and acceptability of e-governance programmes in the State.

Implementation Strategies

i. The Monitoring and Evaluation Unit in the Department of ICT to hold

periodic session with members of the public in order to determine

acceptability and needs of the programme.

ii. All MDAs to carry out periodic independent evaluation of information

available on their websites from the public with a view to redesigning

same on the basis of the feedback received.

iii. In addition to i and ii above, the Special Adviser ICT should set up a

feedback mechanism where users can comment on services offered or

what kind of services they would want to see or access on the website.

98
Recommendation Six

The Department of ICT and MDAs should set up training needs assessment

units.

Implementation Strategies

i. The Special Adviser ICT to coordinate personnel needs of MDAs

across the State.

ii. The Special Adviser ICT to prepare a training module and schedule

for enhancing capabilities of personnel who are manning the

infrastructure.

iii. The Special Adviser ICT to establish a network of training institutions

across the State.

99
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 Appendix I

World e-government leaders (Very High EGDI) in 2014

Country Region 2014 2014 2012 Change in

EGDI Rank Rank Rank
(2012–2014)
Republic of Korea Asia 0.9462 1 1 -
Australia Oceania 0.9103 2 12 10
Singapore Asia 0.9076 3 10 7
France Europe 0.8938 4 6 2
Netherlands Europe 0.8897 5 2 3
Japan Asia 0.8874 6 18 12
United States of America Americas 0.8748 7 5 2
United Kingdom Europe 0.8695 8 3 5
New Zealand Oceania 0.8644 9 13 4
Finland Europe 0.8449 10 9 1
Canada Americas 0.8418 11 11 -
Spain Europe 0.8410 12 23 11
Norway Europe 0.8357 13 8 5
Sweden Europe 0.8225 14 7 7
Estonia Europe 0.8180 15 20 5
Denmark Europe 0.8162 16 4 12
Israel Asia 0.8162 17 16 1
Bahrain Asia 0.8089 18 36 18
Iceland Europe 0.7970 19 22 3
Austria Europe 0.7912 20 21 1
Germany Europe 0.7864 21 17 4
Ireland Europe 0.7810 22 34 12
Italy Europe 0.7593 23 32 9
Luxembourg Europe 0.7591 24 19 5
Belgium Europe 0.7564 25 24 1
Very High EGDI Average 0.8368
World Average 0.4712
Source: United Nations e-government Survey, 2014

109
 Appendix II

Top 20 countries in Africa

Country Level of Income EGDI Rank Rank Change

2014 2012
in Rank

High EGDI

Tunisia Upper Middle 0.5390 75 103 28

Mauritius Upper Middle 0.5338 76 93 17

Egypt Lower Middle 0.5129 80 107 27

Seychelles Upper Middle 0.5113 81 84 3

Morocco Middle Lower Middle 0.5060 82 120 38

Middle EGDI

South Africa Upper Middle 0.4869 93 101 8

Botswana Upper Middle 0.4198 112 121 9

Namibia Upper Middle 0.3880 117 123 6

Kenya Low 0.3805 119 119 -

Libya Upper Middle 0.3753 121 191 70

Ghana Lower Middle 0.3735 123 145 22

Rwanda Low 0.3589 125 140 15

Zimbabwe Low 0.3585 126 133 7

Cape Verde Lower Middle 0.3551 127 118 9

Gabon Upper Middle 0.3294 131 129 2

110
 Algeria Upper Middle 0.3106 136 132 4

Swaziland Lower Middle 0.3056 138 144 6

Angola Upper Middle 0.2970 140 142 2

Nigeria Lower Middle 0.2929 141 162 21

Cameroon Lower Middle 0.2782 144 147 3

Regional Average 0.2661

World Average 0.4712

Source: United Nations e-government Survey, 2014

111
 Appendix III

Countries grouped by EGDI in alphabetical order

Very High EGDI High EGDI Middle EGDI Low EGDI

(More than 0.75) (Between 0.50 and 0.75) (Between 0.25 and 0.50) (Less than 0.25)

Australia Albania Malaysia Algeria Marshall Afghanistan

Austria Andorra Malta Angola Islands Benin
Bahrain Antigua and Mauritius Bahamas Micronesia Burkina Faso
Belgium Barbuda Mexico Bangladesh Namibia Burundi
Canada Argentina Monaco Belize Nauru Central African
Denmark Armenia Mongolia Bhutan Nicaragua Republic
Estonia Azerbaijan Montenegro Bolivia Nigeria Chad
Finland Barbados Morocco Bosnia and Pakistan Comoros
France Belarus Oman Herzegovina Palau Côte d'Ivoire
Germany Brazil Panama Botswana Paraguay Congo
Iceland Brunei Peru Cambodia Philippines Djibouti
Ireland Bulgaria Poland Cameroon Rwanda Equatorial Guinea
Israel Chile Portugal Cape Verde Saint Kitts Eritrea
Italy China Qatar Congo and Nevis Gambia
Japan Colombia Moldova Cuba Saint Lucia Guinea
Luxembourg Costa Rica Romania DPR of Korea St Vincent and Guinea-Bissau
Netherlands Croatia Russian Dominica the Grenadines Haiti
New Zealand Cyprus Federation Dominican Samoa Liberia
Norway Czech San Marino Republic Senegal Malawi
Republic of Korea Republic Saudi Arabia El Salvador South Africa Mali
Singapore Ecuador Serbia Ethiopia Sudan Mauritania
Spain Egypt Seychelles Gabon Suriname Mozambique
Sweden Fiji Slovakia Ghana Swaziland Myanmar
United Kingdom Georgia Slovenia Guatemala Syria Nepal
United States Greece Sri Lanka Guyana Tajikistan Niger
of America Grenada Switzerland Honduras Thailand Papua New Guinea
Hungary Tunisia India TFYR Sao Tome and
Jordan Turkey Indonesia of Macedonia Principe
Kazakhstan Ukraine Iran Timor-Leste Sierra Leone
Kuwait United Arab Iraq Tonga Solomon Islands
Latvia Emirates Jamaica Trinidad Somalia
Liechtenstein Uruguay Kenya and Tobago South Sudan
Lithuania Venezuela Kiribati Turkmenistan Togo
Kyrgyzstan Tuvalu Zambia
Laos Uganda
Lebanon Tanzania
Lesotho Uzbekistan
Libya Vanuatu
Madagascar Viet Nam
Maldives Yemen
Zimbabwe
Source: United Nations e-government Survey, 2014

112
 Appendix IV

Outcomes indicators and changes recorded as a result of intervention

efforts
S/N Outcomes Before After % change
intervention intervention
1 Increase in school 2775 3424 23.39
enrolment for secondary
schools (No.)
2 Increase in school 294 838 185.03
enrolment for primary
schools (No.)
3 Reduction in distance 1.61 0.7 47.12
taken to get to school
(km)
4 Reduction in time taken 30 10 66.7
to get to school (min)
5 Increase in No. of 186 294 58.06
students studying sciences
(No.)
Source: CRSCSDP outcome survey report 2012

113
 Appendix V

Monitoring Log frame

Indicator Input Output Outcome Impact

Policy and Regulatory Environment        

Security

Data privacy

Digital Signature

Data and Other Standards

Interoperability

Enterprise Architecture

Outsourcing Policy

Hardware Standards

ICT and Infrastructure Environment      

Percentage of government offices

connected at 256K and above

Percentage of private sector connected

at 256K and above

% of Govt. Offices with Power uptime at

80% and above

% of Private Sector Offices with Power

uptime at 80% and above

Wireless technologies Coverage

Connectivity (Metropolitan-Urban-      
Rural)

Phones lines

Personal Computers

Cost of Internet

Cost of Broadband

114
Sectorial Development (% Use of ICT in      
major sectors)

Education

Health

Investment

Finance

Tourism

Agriculture

Works

Lands

Public Transportation

Service Delivery and Transparency      

Relevance of State Portal (no of hits,

frequency of update etc)

% of MDAs with Web Pages

% of Municipalities with Web Pages

Percentage of online government

services vs total

Online information on public officials

Online information on state budget

Online information on state laws

Informational (pure information on how

to) vs transactional (complete the
request online)

Percentage of integrated requests

made online responded to?

Services offered for mobile phones

Linkages to National and Sub-national      

Programs and Plans

115
National Policy or e-Government Plan

Other National ICT Plans (digital

signature and security, for example)

Linkages to National Programs (Tax and

financial management, for example)

Linkages to Sub-national Programs

(Regional or Other states)

Local Governments      

Level of e-Government in Local

Government Councils

Type(s) of State/LG shared systems

Human Capital      

Schools with technology degrees and

courses

Certification(s) for ICT professionals

Number of ICT professionals in

government (certified degrees)

Number of ICT professionals in private

sector (certified degrees)

Distribution, in percentage, of ICT

Professionals in government and
private sector

Ratio of computer/government
employee

% of Government Employees Digitally

literate

Government programs for training in

ICT with Certification (type)

Percentage of government employees

trained in ICT per year

Economic Development      

Size of the IT Private Sector

116
Percentage of private sector companies
providing services to the public sector

International Investments in ICT in the

state

Public and Private Sector Partnerships

Government sectors that have the most

relevant participation of the IT private
sector

Private sectors that have the most

relevant participation and use of the IT
private sector

Ratio of computer/private sector

employee

Key Projects Using IT      

Name and type

117
 Appendix VI

Updates on Key Initiatives

A. Automation of Payment Processing

1. Accountant General Office

i. Automation of State Public Servants and Pensioners Salary since

March 2012, with over 425,840 transaction processed across 15 banks

since inception generating’s significant savings in the cost of

processing salaries by the state government.

ii. Automation of state Pensioners was completed in May 2013 and now

supports payments to both commercial and microfinance banks

operated by pensioners across the state.

iii. The automation has also assisted the AG’s office in identifying and

cleaning up the nominal payroll of dormant and duplicate accounts

through the conduct of account validation for e-payment readiness

across banks in CRSG

2. Micro Enterprise Development Agency

a. The deployment of the automated payment platform for MEDA micro

loan payments was completed in December 2012, however the process of

end-to-end utilization of the service for loans distribution and recovery is

yet to commence.

3. Calabar South LGA

118
 The deployment of the automated payment platform for Calabar South LGA

for Salary and Expense management processing was completed in May 2013,

however the quality of manpower to support and operate the platform to drive

adoption has impacted the utilization of the platform.

B. Automation of Revenue Collections and Revenue Generations

Services

1. Cross River State Internal Revenue Service

a. The State Revenue collections platform has been fully automated to

support end-to-end multi-channel collections and convenience to

residents and business in conducting business with the CRS IRS. The CR

IRS collections platform is the first in Nigeria to support all payment

channels; bank branch, Web, ATM, POS, Kiosk, Mobile and the State

IRS portal services.

b. The CR IRS revenue manager has been integrated to the PAYDirect

collections platform to support real-time notification of payment details

and enable the centralize issuance of government receipts for payments

made to the state government. This integration has enabled the IRS

significantly reduce the incidence of fraudulent and fake receipts to a

minimum.

c. Roll out of Mobile Revenue Collections across 10 MDAs (Judiciary

Headquarters, CUDA, Signage & Advertisement, Min. of Education

Headquarters, MDI, General Hospital Calabar, Gen. Hospital Akamkpa,

119
 St. Joseph Hospital, Ikot Ene, Eye Care Centre) to eliminate cash

handling at MDA pay points and reduce incidence of revenue leakages.

2. Revenue Automation for Cross River State Water Board Limited

3. Revenue Automation for Geographic Information Agency

4. Revenue Automation for Department of Public Transportation – Vehicle

Number Plate Sales

5. Revenue Automation for Ministry of Health – General Hospital OPD

Payments

6. Revenue Automation for Offshore Revenue Collections

C. Enrolment of Residents and Business

1. Office of the Head of Service

a. Completed the enrolment of all State public servants currently on the

nominal roll of the Head of Service capturing biometric data of over 95%

of anticipated personnel on the state payroll. The data has been handed

over over to the Head of Service with an identity management application

which has formed a basis for the conduct of personnel audit in the state

civil service.

b. All validated civil servant have been issued with MySmartCityCard to

facilitate identification, bank-grade payment processing and multi-applet

use of the smartcard.

2. Ministry of Local Government Affairs

120
 a. Completed the enrolment of all LG personnel currently on the nominal

roll of the LG Service capturing biometric data of over 80% of the

anticipated personnel on the state payroll.

3. Ministry of Agriculture

a. Enrollment of farmers across all the Local Government in Cross River

State.

4. Cross River State Internal Revenue Service

a. All biometrics data of residents captured have been transferred to the

internal Revenue Consolidated Database to facilitate the process of tax

administration and collections. Over 100,000 records of residents captured thus

far have been injected into the consolidated database.

5. MEDA – Micro loan Beneficiary Database

D. Integration of MDA Back-Office Applications

1. Cross River State Internal Revenue Service

Other Initiatives Under Implementation

• Electronic Tax Clearance Certificate with Internal Revenue Services

• Essential Drug Program Administration and Inventory Management with

EDP/Ministry of Health

• State Consolidated Taxpayer Database with Internal Revenue Service

• Road Infrastructure Maintenance Levy with DOPT/IRS

• Single Database of all Commercial Taxi Drivers in Cross River State with

DOPT
121
• Mobile Revenue Collections with Internal Revenue Service

ICT in Education

The Ministry of Education recently equipped 60 secondary schools with

computer labs. Over 10,000 teachers have also been provided with laptops and

trained to use them. The lack of reliable power supply continues to threaten

computing in schools. The Ministry of Education in defining its standard for

Cross River State has included ICT education as compulsory and recently

articulated a comprehensive framework for digital literacy in schools and ICT

enabled learning.

The University of Calabar and the Cross River State University of

technology graduate nearly three hundred students each year in Computer

Science, Computer Engineering and related disciplines

122
 Appendix VII

NATIONAL INSTITUTE FOR POLICY AND STRATEGIC STUDIES

PMB 2024, Bukuru

Plateau State

Dear Respondent,

RESEARCH QUESTIONNAIRE TITLE: E-GOVERNANCE AND

EFFICIENCY IN THE NIGERIAN PUBLIC SERVICE: A STUDY OF
CROSS RIVERS STATE

I am a participant of the Senior Executive Course (SEC) 37, at the National

Institute for Policy and Strategic Studies (NIPSS), Kuru, Jos.

I am conducting a research on the above captioned topic as part of the

requirement for the award of Membership of the National Institute (mni).
Sequel to this, I wish you to kindly assist by completing the attached
questionnaire. Your quick response would be appreciated please. I want to
assure you that the information you will give will be treated with absolute
confidentiality. The research project when completed will be treated as a
restricted document in NIPSS. In completing the questionnaire, tick or fill in
your comments where appropriate,

While anticipating your quick response, please accept assurance of my best

regards.

Igbe Aruku
Sec 37 NIPSS, kuru

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 Questionnaire

NATIONAL INSTITUTE, KURU

Senior Executive Course 37, 2015

E-GOVERNANCE AND EFFICIENCY IN THE NIGERIAN PUBLIC

SERVICE: A STUDY OF CROSS RIVERS STATE

SECTION A:

1. Age
Under 18 years old ( )
15-24 years old ( )
25-34 years old ( )
35-44 years old ( )
Above 44 years old ( )

2. Gender
Male ( )
Female ( )

3. Level of education
Primary School ( )
Secondary School ( )
HND ( )
BSc ( )
Masters ( )
Others ( )

4. Employment Status
Public Sector ( )
Private Sector ( )

SECTION: B
1. Do you know about e-governance?
Yes ( )
No ( )
Others ( )

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2. Do you use e-governance services in Cross River State?
Yes ( )
No ( )
Others ( )

3. Do you think the government services are affected by human-factor?

Yes ( )
No ( )
Others ( )

4. What kind of services provided by e-governance do you use?

Getting information of general facts ( )
Administration ( )
Agriculture ( )
Business ( )
Education ( )
Healthcare ( )
Others ( )
None ( )

5. Do you think it is possible to implement e-based system instead of

current paper based system?
Yes ( )
No ( )
I Don’t Know ( )

6. Do you know that the government has planned to implement an e-

Governance where most of its information can be processed easily
without having to go through much hassle?
Yes ( )
No ( )
I Don’t Know ( )

7. Do you think there is a need for implementing e-governance in Cross

Rivers State?
Yes ( )
No ( )
I Don’t Know ( )

8. Do you feel any resistance to change from paper based to e-system?

Yes ( )
No ( )
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 I Don’t Know ( )

9. What is the level of your computer experience?

Poor ( )
Fair ( )
Satisfactory ( )
Good ( )
Excellent ( )

10.How informative is the current government website?

Poor ( )
Fair ( )
Satisfactory ( )
Good ( )
Excellent ( )

11.Please give your opinion on the response towards using e-governance

services in Cross Rivers State
Poor ( )
Fair ( )
Satisfactory ( )
Good ( )
Excellent ( )

12.Are you satisfied with your internet facilities in the Cross River State
Public Service?
Poor ( )
Fair ( )
Satisfactory ( )
Good ( )
Excellent ( )

13.How easily do you get computer facilities from the government?

Poor ( )
Fair ( )
Satisfactory ( )
Good ( )
Excellent ( )

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14.Do you think there are enough training facilities to enable Cross Rivers
State to adopt e-governance services?
Poor ( )
Fair ( )
Satisfactory ( )
Good ( )
Excellent ( )

15.How satisfactory is the level of getting power supply to facilitate e-

governance?
Poor ( )
Fair ( )
Satisfactory ( )
Good ( )
Excellent ( )

16.Would you say e-governance has improved efficiency in the public

service in Cross Rivers State?
Yes ( )
No ( )
I don’t know ( )

17.Would you say e-governance has improved service delivery in the public
service in Cross Rivers State?
Yes ( )
No ( )
I don’t know ( )

18.How would you rate e-governance in Cross Rivers State?

Poor ( )
Fair ( )
Satisfactory ( )
Good ( )
Excellent ( )

19.Do you think the government has enough application data to implement
this e-governance system?
Yes ( )
No ( )
I don’t know ( )

127
20.Do you think the government has IT skilled people to implement the e-
governance system?
Yes ( )
No ( )
I don’t know ( )

21.Would you say the civil servant have accepted e-governance in place of
the paper based system
Yes ( )
No ( )
I don’t know ( )

128
Appendix VIII

About the Author

129
 Mr. Igbe S. Aruku was born on September 2 nd, 1961 to the family of Mr.
Edward Aruku Ukuta and Elizabeth Alugushe Aruku in Ishibori, Ogoja Local
Government Area of Cross River State. He started his pre-primary school at St.
Benedict’s Junior (Otakara), Igoli-Ogoja in 1966. In 1968 he was admitted into
Standard 1 at the St. Benedicts Senior Primary School also at Igoli-Ogoja. He
obtained the First School Leaving Certificate at Distinction level in 1974. In the
same year he proceeded to Government Secondary School Obudu where he
obtained his West African School Certificate in 1979. He immediately
proceeded to the Federal School of Arts and Science, Ogoja from where he
passed out in 1981 with a Higher School Certificate. This qualified him for
admission to the University of Ibadan in 1982. Before leaving for Ibadan,
however, he had a brief teaching stint at Bekwara Secondary School as an
auxiliary teacher. After graduating from the University of Ibadan in 1985 with a
BA (Hons) degree in History, he was posted to Command Secondary School
Ibadan where he underwent his National Youth Service Corps Programme. He
worked briefly with a Private Company at Ogoja before joining the Cross River
State Teaching Service Board as a teacher in Hope Waddell Secondary School.
He joined the Cross River Civil Service in 1989. He was in 1991 transferred to
the Governor’s Office as a Protocol Officer from where he rose to the rank of a
Director in 2003. He was appointed a Permanent Secretary by the then State
Governor, Senator Liyel Imoke in January, 2014.
Mr Aruku’s career had taken him from one Government Department to
the other. During his career, he attended some career courses at the
Administration Staff College of Nigeria, the Multilingual Institute among
others. Mr. Aruku is happily married with children. His hobbies include:
reading, travelling and playing golf.

Research Topic: E-Governance and Efficiency in the Nigerian Public

Service: A Study of Cross River State.

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