USER'S PERSPECTIVE OF E-GOVERNMENT PRACTICES IN NIGERIA’S IMMIGRATION SERVICE

Abstract

This study investigated user’s adoption and perception of impact of e-government services in the Nigerian immigration service. The research adopted survey method and employed a multi-stage sampling technique to select 280 users of the Agency’s Southwestern regional offices. The data collected were analysed using both descriptive and inferential statistical techniques. The result showed that a good proportion of the respondents indicated that they mostly use the platform for passport application (88.5%), passport renewal (73.2%) and for related enquiries (51.7%). The result further revealed that the use of the e-platform resulted in reduction in waiting time, increased efficiency, and reduction in transportation costs among others. The study recommends the creation of more awareness to further increase the rate of adoption as well as improved quality of services provided. In addition, further improvement is required in order to enhance the e-government platforms to militate the bottlenecks of partial online processing of passports.