Ifeanyi Pius Okwosha
Title: Digital Transformation to Improve Public Service Delivery in Nigeria: a Case Study of the Joint Admission and Matriculation Board (JAMB)
Supervisor: Dr. Margit Kirs
Opponent: Dr. Aleksandrs Cepilovs
Defense: 5 June 2023
Abstract: With the evolving of digital transformation leading to shift from analog system to digital system, this study investigates how to enhance the delivery of public services in developing country like Nigeria through digital transformation using JAMB as a case. This study is to answer the questions; what is the actual nature of digital transformation for public service delivery while relying upon the current success story of JAMB from Nigeria? And what are the key challenges for digital transformation of public service delivery in the context of developing countries? To answer these questions, this study employs the qualitative research technique which relies on interview and desktop research data in collating the data for analysis relying on the PPR model. Data collated were analyzed using thematic analysis method to analyze the data which helped in answering the research questions for the thesis. The result of the study revealed that; the actual nature of digital transformation in JAMB is yet to reach full maturity but many developments have been made especially in terms of back office changes to position JAMB in the track to reach the full maturing level and further to revolution level of digital transformation. However, JAMB is bedevilled by some challenges such as poor data security, poor infrastructure, lack of digital personnel, and significantly political zeal. This study concludes that JAMB's appalling circumstances and its desire to improve the public's experience with its services make digital adoption necessary. Although service delivery has improved since JAMB implemented digital transformation, much more can be accomplished if JAMB's digital transformation can fully mature and progress to the revolution level, which is the peak.
Keywords: Digital transformation, public service delivery, JAMB, developing countries
