E-ADMINISTRATION AND PUBLIC SERVICE DELIVERY IN FEDERAL INLAND REVENUE SERVICE (FIRS) IN NIGERIA
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Background of the study
One of the most revolutionary realizations in the organization of human societies and one that takes on the magnitude of a necessity to human survival is the discovery that institutions could be designed to cater for the interests of members of the society, this realization culminated in the formation of governments and the entrusting of such governments with delivery of public services covering different aspects of living. According to Chukwuemeka et al. (2017), the primary purpose of governments as it relates to public service delivery revolves around improving the quality of life of citizens. This is achieved through a web of social obligations and legitimate expectations (Akinleke, 2015). Historically, the administrative processes relating to public service delivery have been constrained in time, space, reach and efficiency because of the use of manual processes. This has over time led to bottlenecks, poor service and little coverage of the constituencies which a public service agency is supposed to serve. 2 Essentially, e- administration relates to the use of the internet in the planning, execution and monitoring of administrative processes. Ananti & Umeifekwem (2012) expressed that the use of e- government in public service involves the use of innovations in information and communication technology to improve the generation of favourable outcomes in terms of the conduct of the administrative processes related to meeting the aims and the objectives of the organization in question. The World Bank (2012) conceptualized eadministration in public service delivery as the use by government agencies information technologies that have the ability to transform relations with citizens, businesses, and other arms of government. Choudrie et al. (2012) and Akinleke (2015) mentioned that e- administration entails the use of Web 2.0 technologies, both internally (intranet) and externally (internet), to increase collaboration and transparency and efficiency. E-administration also entails comprehensive connected systems aimed at more effective performance of organizational goals and objectives. In developed countries like USA, UK, France, Japan, Canada and Denmark, the delivery of public services is handled by electronic systems which improves the efficiency of delivery of such services and ensure that citizens are satisfied. Before the widespread adoption of e- administration in all the developed countries of the world and in some developing countries, administrative processes were cumbersome and characterised by low productivity, poor 3 utilisation of available resources, inadequate organisational records systems which have implications on accountability and systemic neglect of duties which deleteriously impacts on public service delivery (Ayo and Ekong, 2008; Adeyemo, 2011). Atkinson (2000) and Chen et al. (2006) revealed that the performance of public service organisations in the developing countries prior to the introduction of e-administration systems is characterised by slow pace of functioning, the manual flow and exchange of documents, the loss of documents and the inefficiency of processes through which data and information required for decision- making processes can be retrieved. In Nigeria like every other developing countries, the introduction of eadministration played a significant role in causing a shift between the expectations of service on the part of the public and the actual service delivery levels of organisations (Mark, 2015). Prior to the introduction of such systems, public service delivery revolved around manual processing of paper documents which are then transferred from one office to another by clerks and other low level staffs. This situation essentially creates a dynamic in which only a limited number of individuals can access data or information per time, thus leading to an inefficient and ineffective decision- making process. This has also led to the widespread perception that the Nigerian public service delivery system is incompetent and delivers at low levels of customer satisfaction (Onwunyi & Okoli, 2017).
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