Influence of Digitization of Public Records on Service Delivery of Government Institutions. A Literature Review

Abstract

Purpose: The aim of the study was to examine the influence of digitization of public records on service delivery of government institutions.

Methodology: This study adopted a desktop literature review. It utilized content analysis of the reviewed literature related to digitization of e-government services in public service delivery.

Findings: The study revealed that use of e-government enabled database sharing, lowered the costs of delivering services, reduced time taken to process a transaction, lead to improved management of records, eased working procedure and improved staff productivity.

Unique Contribution to Theory, Practice and Policy: The study recommends enactment of policies aimed at regulating of e-government implementation. The study also recommends that there is need for the government to ensure they have enough funds to ensure they are ready for ICT projects, good practice, effective project, coordination and change management.