Advanced International Journal for Research

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Effects Of Digital Policies on Public Service Delivery in The Selected Ugandan Districts (Mbale, Iganga, Namutumba, and Budaka districts).

Author(s) Nabutsebi Fazira, Mahmoud Umar, Hindatu M. Yerima
Country Nigeria
Abstract The study examined the effects of digital policies on public service delivery in selected Ugandan districts, namely Mbale, Iganga, Namutumba and Budaka. The study was motivated by persistent challenges in local government service delivery, including bureaucratic inefficiencies, corruption, limited accessibility to services and weak accountability despite ongoing digital transformation initiatives in Uganda. Specifically, the study sought to examine the effect of digital policy effectiveness and digital inclusiveness policy on public service delivery. The study was guided by the E-Government Theory which explains how the integration of Information and Communication Technology (ICT) enhances efficiency, transparency, accountability and citizen participation in governance processes. A quantitative research design was adopted and primary data were collected using structured questionnaires administered to public officials and service users within the selected districts. Out of 313 distributed questionnaires, 242 were successfully returned, representing a satisfactory response rate. Data were analyzed using SPSS for descriptive statistics and SmartPLS for Structural Equation Modeling (PLS-SEM). The analysis involved measurement model assessment through reliability and validity tests, as well as structural model analysis using coefficient of determination and effect size analysis. The findings revealed that all study constructs achieved satisfactory reliability and validity thresholds. The results further indicated that digital policy effectiveness had a strong positive influence on public service delivery, with a very large effect size (f² = 0.975), while digital inclusiveness policy had a relatively smaller effect size (f² = 0.025). The coefficient of determination (R² = 0.581) showed that digital policy effectiveness and digital inclusiveness policy jointly explained 58.1% of the variance in public service delivery. The study established that effective implementation of digital policies significantly improves service efficiency, accessibility, transparency, accountability and responsiveness in local governments. The study concluded that digital policies play a significant role in enhancing public service delivery within Ugandan local governments, particularly when effectively implemented and supported by adequate institutional capacity and digital infrastructure. The study recommends that local governments strengthen implementation and monitoring of digital policies, invest in ICT infrastructure, enhance digital literacy among public officials, promote citizen participation in digital platforms and allocate adequate resources toward digital transformation initiatives to improve public service delivery outcomes.
Keywords digital policies, Digital Inclusiveness Policy, Digital Policy Effectiveness, public service delivery, Ugandan districts.
Field Business Administration
Published In Volume 7, Issue 3, May-June 2026
Published On 2026-06-22
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E-ISSN 3048-7641
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