Public Bureaucracies in the age of Digitization: The challenges of Sustainable Service Delivery in Nigeria

Abstract

The rapid pace of digitization has transformed the way Public Bureaucracies operate, presenting both opportunities and challenges for Sustainable Service Delivery. In Nigeria, the adoption of Digital Technologies in Public Bureaucracies has been slow and uneven, hindering the effective delivery of Public Services. This study examines the challenges of sustainable service delivery in Nigerian Public Bureaucracies in the age of digitization using the Adamawa state internal revenue service as unit of analysis. The study adopts a mixed methods approach by integrating a cross-sectional survey and phenomenological in a convergent parallel design where ten department heads, five digital staff, and 61,496 clients from Adamawa State Internal Revenue Service records make up the target population. A sample size of 196 participants is determined for the survey using Mugenda and Mugenda's (2016) formula, and five informants are chosen for key informant interviews, allowing for a thorough comprehension of the research topic through contextual and numerical insights. The findings highlight the need for a holistic approach to digitization, including investments in digital infrastructure, capacity building, and institutional reforms. The study contributes to
the literature on Public Administration and digitization, providing insights for policymakers, practitioners, and scholars seeking to promote sustainable service delivery in Nigeria and beyond.