Effect of e-Government Implementation on Public Service Delivery in Local Government Administration in Muhanga District, Rwanda

This study examined the effect of e-government implementation on public service delivery in local government administration in Muhanga District, Rwanda, Rwanda. The study is focused specifically on online service delivery, system interoperability, interactive participation, and data security management on public service delivery. The study was anchored on Technology Acceptance Model (TAM), Systems Theory, Citizen Participation Theory, and Information Security Theory. The study adopted a mixed-methods, cross-sectional research design combining quantitative surveys and qualitative interviews. A target population of 320 district staff and service users was sampled using the Yamane (1967) formula, yielding a sample of 178 respondents selected through stratified random and purposive sampling. Questionnaires and interview guides served as the primary data collection instruments. Quantitative data was analyzed using descriptive statistics and multiple linear regression via SPSS, while qualitative data was subjected to thematic analysis. The study anticipates that online service delivery, system interoperability, interactive participation, and data security management each exert a positive and statistically significant effect on public service delivery in Muhanga District. The findings contribute empirically to the e-government literature in sub-Saharan Africa, and to provide actionable policy recommendations for district administrators, ICT policymakers, and development partners seeking to leverage digital governance for improved public service outcomes in Rwanda. The regression model was statistically significant (F = 244.379, p < 0.001), with the independent variables jointly explaining 85.8% of the variance in public service delivery (R² = 0.858). Findings revealed that online service delivery (β = 0.535, p < 0.001), data security management (β = 0.222, p < 0.001), interactive participation (β = 0.192, p < 0.001), and system interoperability (β = 0.147, p < 0.001) all had a positive and statistically significant effect on public service delivery, leading to the rejection of all null hypotheses. Key Terms: Online Service Delivery, System Interoperability, Interactive Participation, Data Security Management, Public Service Delivery.