Collage of Leadership and Good Governance

Africa Institute of Governance and Development

Master Program: Regular

TITLE NAME:

THE PROSPECTS AND CHALLENGES OF E-GOVERNANCE IN PUBLIC SERVICE

DELIVERY: THE CASE OF WOLISO TOWN LANDS ADMINISTRATION, OROMIA
REGIONAL STATE.

By: Birhanu Hirpesa

Id No; Ecsu 2201460

Proposal Submitted to Ethiopian Civil service University Africa Institute

of Governance and Development Studies Department Of Governance and
Development In Partial Fulfillment for the Requirement of Master of Social
in Governance and Development.

Dec. 2023

Addis-Ababa, Ethiopia

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Contents

CHAPTER ONE........................................................................................................................................

1. Introduction........................................................................................................................................

1.1. BACK GROUND OF THE STUDY..............................................................................1

1.2. Statement of the Problem...............................................................................................3

1.3. Research Question...........................................................................................................5

1.4. Research Objectives..............................................................................................................5

1.4.1. General Objective...........................................................................................................5

1.4.2. Specific Objectives.........................................................................................................5

1.5. Significance of the study.............................................................................................6

1.6. Scope of the Study...........................................................................................................6

1.7. Organization of the study...............................................................................................6

Chapter Two...............................................................................................................................................

2. Review Of Related Literature...........................................................................................................

2.1. Theoretical Aspects of E-Governance..................................................................................8

2.1.1. Concepts of E-Governance.............................................................................................8

2.1.2. Theories of e-governance.............................................................................................11

2.2. Empirical Studies on E-Governance...................................................................................13

2.2.1. E-Governance and Developed Countries.....................................................................14

2.2.2. E-Governance and Developing Countries....................................................................15

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 2.4. Conceptual framework........................................................................................................17

2.5. Research Gap......................................................................................................................18

Chapter Three..........................................................................................................................................

3. Research Methodology.....................................................................................................................

3.1. Back Ground of the Study Area..........................................................................................19

3.2. Research Design and Approach..........................................................................................19

3.2.1. Research Design...........................................................................................................19

3.2.2. Research Approach.......................................................................................................20

3.3. Data Sources and instruments.............................................................................................20

3.3.1. Data Sources.................................................................................................................20

3.3.2. Data Collection Instruments.........................................................................................20

3.4. Sampling design..................................................................................................................22

3.4.1. Population.....................................................................................................................22

3.4.2. Sampling Techniques and Procedures..........................................................................22

3.4.3. Sample Size Determination……………………………………………………………….22

3.5. Methods of Data Presentation and Analysis...............................................................22

3.6. Description of variables................................................................................................23

3.6.1. Dependent variables..............................................................................................23

3.6.2 Independent variables....................................................................................................23

3.7. Ethical consideration....................................................................................................23

4. General Thesis Work Plan...............................................................................................................

Table 4.1. Time Schedule work plan.........................................................................................24

Table 4.2. Stationary Expenses..................................................................................................24

Table 4.3. Miscellaneous Expenses work plan..........................................................................25

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Reference..................................................................................................................................................

List of Acronyms

 E--------------------------------------- Electronic
 ETC-----------------------------------Ethiopian Tele Communication
 FGD-----------------------------------Focus Group Discussion
 G2B-----------------------------------Government to Business
 G2C-----------------------------------Government to Citizen
 G2E-----------------------------------Government to Employment
 G2G-----------------------------------Government to Government
 GDP-----------------------------------Gross Domestic Product
 GIS------------------------------------Geographical Information System
 ICT------------------------------------Information Communication Technology
 INSA----------------------------------Information Network Security Agency
 IT--------------------------------------Information Technology
 LA-------------------------------------Land Administration
 NGO-----------------------------------Non-Government Organization
 SPSS-----------------------------------Statistical Package for Social Science
 SW-------------------------------------South West
 UN--------------------------------------United Nation
 UNDP----------------------------------United Nation Development Program
 UNESCO------------------------------United Nation Educational, scientific and Cultural
Organization
 UK--------------------------------------United Kingdom
 WAN-----------------------------------Wide Area Network
 WB-------------------------------------World Bank

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CHAPTER ONE

1. Introduction

This chapter consists of back ground of the study, statement of the problem, objectives of the
study, significance of the study, scope of the study and structure of the thesis.

1.1. Back Ground Of The Study

The idea of e-governance has grown significantly in popularity in recent years with the
advancement of information and communication technology (ICT). The government would be
able to manage resources, carry out goals and policies, and provide citizens with efficient
services more easily with the use of e-governance. The modern world has transitioned to digital.
Life has become almost entirely digital (Obodo & Anigbata, 2018). Thus, modern trends can be
found in all spheres of endeavor, including telemedicine and medicine, e-commerce and banking,
e-learning and learning, e-production and production, etc. Global relationships and transactions
are now more successful and efficient as a result of these events. In today's world, every country
that wants to join the global community must embrace global trends and get on the moving train,
or risk falling behind (Chandio et al., 2018).

Virtually, all information in the world is easily accessible due to the interconnectedness of all
global activities into a single web. One can, for instance, utilize a mouse click to conduct
business with any country in a matter of seconds while sitting in their own room. The
government has gone computerized in recent years all over the world in an effort to support all
residents. Entire economic sectors and the public sector especially, can be revolutionized with
the aid of e-governance delivery models. Reasonable, trustworthy and clearly stated electronic
governance is essential to its efficacy (Obodo & Anigbata, 2018). E-governance is the instrument
for efficient e-government. The ability to provide citizens with a wider range of public services
in an efficient and economical manner is the ultimate goal of e-governance. Government
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accountability and transparency are made possible by e-governance. Government transparency is
crucial because it informs the public about the projects the government is working on and the
policies it is attempting to enact (Obodo & Anigbata, 2018).

By facilitating the exchange of ideas and information among stakeholders, e-governance aids in
the achievement of particular policy goals. Globalization and e-governance commerce both
contribute to the advancement of government economic policy goals. Additionally, it contributes
to the development of citizen-government trust. Additionally, by enhancing accountability,
transparency, and social control, it may contribute to the decrease of corruption and strengthen
institutional capacity building for improved service delivery to businesses and citizens (UN
Division, 2001). Obodo and Anigbata (2018) state that the goals of e-governance are to address
the needs and expectations of society by providing efficient public services and fostering
productive relationships between the public, private sector, and government.

In the developing world, e-governance has become increasingly popular among public servants.
This is because it is a helpful instrument that makes government operations more transparent and
efficient. This indicates that the efficient and effective delivery of public services depends
heavily on e-governance. The potential of e-governance to increase public service delivery's
effectiveness and efficiency by addressing citizen concerns and enlisting the help of non-
governmental organizations, the private sector and other stakeholders (Ndou, 2004). The
government of these countries invests almost a tenth of its GDP there each year to guarantee
integrity, efficiency, responsiveness, accountability, and openness in the provision of public
services.

Similarly, Ethiopia's e-governance history began in the early 2000s, when the nation started
utilizing ICTs to promote economic growth and enhance public service delivery. The nation's
cyber security and ICT infrastructure development are supervised by the Information Network
Security Agency (INSA), which was founded in 2009. In terms of ICT-based initiatives, Ethiopia
has led the way by creating electronic networks such as Woreda Net that connect woreda’s
(districts) and kebeles (the smallest administrative unit of governance) with federal and regional
government offices to deliver cost-effective and customer-focused public services (Lessa et al.,
2011).The Ethiopian government introduce its e-Governance Strategy in 2010, providing a

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vision and implementation schedule for e-governance projects. The strategy's objectives were to
increase accountability and transparency, deliver good public services, and encourage citizen
involvement. The government has taken a number of actions to put e-governance projects into
action because it understands the potential of e-governance to change governance processes.

woliso is one of the administrative towns in the SW shoa zones, that complaints regarding the
quality of services are frequently brought to the attention of the public service delivery. This
necessitates conducting fresh research in order to address current issues and create new
opportunities. For this reason, the researcher is driven to evaluate the opportunities and
difficulties of e-governance in the public service delivery by taking woliso town LA into
account.

1.2. Statement of the Problem

These days, one of the most important issues in government public sectors with large customers
is land administration. In any community, Land is essential to any society’s development, growth
and provision of dwellings. The acquisition of effective and sustainable housing delivery in
urban setting requires essential components of the property development process (omirin, 2002).
The empirical research of Tessema Adigeh and Dagnew 2020 highlights the importance of
property rights and access to land as a major factor in economic development and growth.

Increasingly, many recognize that the efficient distribution of land among competing urban uses
and the population is a key factor in any community’s economic progress. Due to rapid
population growth and market developments, customary land administration is under pressure in
high value, productive areas of Africa and the reach of formal land institution is typically very
limited. This is causing i-ncreased competition for land resources, particularly in towns and cities
(Tessema and Dagnew, 2020).

The main source of land problem in urban areas of developing countries such as Ethiopia is the
rapid population growth coupled with the scarcity of available urban land. Many towns and cities
in the developing world are faced with challenging to accommodate the urban poor due to the
fast growing urban population. As a result of these occurrences, the best and most economical
use of the limited resource is an issue of dispute (Habtamu, 2012).

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In the past, land administration services have been provided inefficiently and at high expense.
The reason behind this was services provided manually. This results in lower quality, more
expensive, time consuming and in efficient service delivery with numerous problems and
complicated and frequent visits to complete a single task. The bulk of services were provided
beyond schedule and the service users frequently visited the office and wasted their time trying
to address unsolved matters (Birtukan, 2019). To solve all the above problems in land
administration e- governance is introduced innovation in the field of land administration. The
land administration organization uses ICT; however challenges are increasing due to large
customer bases, complex works, untimely customer services, corruption, inefficiency and poor
service delivery. Customers are able to investigate most land administrative operation since they
are not accessible.

ICT is being used by government agencies to improve service delivery effectiveness and
efficiency. E-governance has the potential to improve service delivery efficiency, as well as the
ease of availability and accessibility of services and information for professional users,
customers and government agencies. Transparency, easy access to information and effective
government service delivery are currently major worldwide agenda items. These concepts are
also regarded as the main objective of e-government. Land administration is a significant area of
government since land is seen as a valuable resource in the majority of the country. Thus the
most important elements are transparency, efficiency and effectiveness in the provision of land
services (Gurung et al 2015).

Some scholars have conducted a number of e-governance studies recently. Solomon (2014),
evaluated public service delivery, corruption and e-governance. Challenges with e-governance in
a chosen public sector were carried by Fikadu (2016). None of the aforementioned scholars have
examined the potential of e-governance or how it can enhance the provision of service related to
urban land administration. More ever, woliso town’s use of e-governance so far was not
assessed.

Woliso town is headquartering to south west shoa zone administration. As a result, land
administration office serves sizable customers. To receive services from the office, all of the
customers travel from various woreda’s to the town land administration office (woliso).

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According to pre-research observations, the land administration’s customers have been
complaining about the service they receive on a regular basis. The bulk of service customers
receive from the service provider on a regular basis became wasting time on incomplete cases
and most services are delivered late. The aforementioned observations lead the researcher to the
reality that there is a gap between what the land administration sector provides and what
customers expect from the service providers. It has not yet been possible to fully utilize the
potential of e-governance system to increase the effectiveness of woliso town land administration
service delivery. The researcher will attempt to assess the opportunities and difficulties of e-
governance in the delivery of service by taking this into account.

Finally, the goal of this study will be assess the prospects and challenges of e- governance in the
case of woliso town land administration in south west shoa zone, Oromia regional state in order
to provide public services.

More specifically, this study will attempt to answer the following research questions.

1.3. Research Question

The following research questions will be used to guide the study:

1. How does the practice of e-governance in Woliso Town's land administration looks like?
2. What are the potential benefits and prospects of e-governance in service delivery in
woliso town land administration?
3. What are the key challenges faced in implementing e-governance in woliso town land
administration?
4. How can these challenges be addressed and overcome?

1.4. Research Objectives

1.4.1. General Objective

Understanding the prospects of e-governance in public service delivery and identifying the
challenges faced in implementing e-governance in the context of woliso town land
administration

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1.4.2. Specific Objectives

 To assess the practices of e-governance implementation in woliso town land

administration service delivery.
 To examine the prospects of e-governance in service delivery on land administration in
woliso town.
 To assess the challenges of e-governance in public service delivery on woliso town land
administration.
 To suggest the possible measures on the challenges of e-governance on public service
delivery in land administration in woliso town.
1.5. Significance of the study

The study will help the administration provide services in an effective and efficient manner.
Since the objective of the study is to determine the opportunities and challenges of e-governance
in land administration the service provider will learn about the current state of e-governance and
understand the opportunities and benefits it brings to their administration. After they are aware of
the aforementioned problem, they will work to improve the implementation of e-governance in
their office in order to provide service recipients’ with better services. Additionally, the studies
academic significance described as providing professionals and other individuals with valuable
insights to conduct additional studies aimed at examining and suggesting innovative ideas for
improving land administration service delivery methods. The study will benefit the offices,
customers and other governmental organizations in creating a better interaction and
communication channels.

1.6. Scope of the Study

The primary goal of e-governance is to enable the public sector to supply citizen with
information according to their requirements. In keeping with the meaning, the study’s main focus
is on e-governance in the provision of public services. Woliso town land administration will be
the primary focus of the studies geographical area. The study thematic scope is on the prospects
and challenges of e-governance in public service delivery systems for land administration in
woliso town, oromia regional state. The study analyzes the quality of public service delivered by
e-governance progression based on its indicators. In addition, the level of citizen satisfaction will

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be identified under research and it will compare the traditional style of governance. Lastly, the
research will intend to identify the challenges and puts the solutions for the obstacles of e-
governance in service delivery.

1.7. Organization of the study

The study will be divided into five chapters. The first chapter will provide an introduction to the
study, which consists of different sections: background, statement of the problem, research
questions, research objectives, scope, limitations, and significance of the study. The second
chapter deals with the review of related literature of past researches done concerning E-
Governance. The third chapter will provide with the background of the study area, research
design, sources of data, data collection techniques, sample size and sampling techniques. Chapter
four will comprise data analysis and interpretation which is divided into different parts, the
socio-demographic characteristic of the respondents, the prospects of e-governance, the main
challenges of e-governance in service delivery in the sector, and efforts tackled by the concerned
bodies to overcome the challenges in woliso town land administration. The last chapter five will
deal about the summary of the findings, conclusions, and recommendations of the research.

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Chapter Two

2. Review Of Related Literature

This chapter encompasses both concepts and theories that are applicable to the issues in this
study. The chapter stretches an impression of theoretical, empirical literature and conceptual
frame work of the study that is linked to research problem.

2.1. Theoretical Aspects of E-Governance

2.1.1. Concepts of E-Governance

Globally, governments are searching for ICT-based solutions to support good governance. The
term "e-governance" or "e-government" is appropriate, depending on the situation of the
individual country. With the advent of ICT, people can now communicate more effectively and
quickly, save, retrieve, and process data more efficiently, and exchange and use information for
their own benefit. The next natural development in ICT use for governance that will guarantee
more and more thorough citizen participation is e-governance (Ali et, al., 2017).

Various governments have defined this phrase according to their own goals and purposes. While
e-governance and e-government are sometimes used interchangeably, e-government is defined as
the use of information technology to support government operations, engage citizens, and
provide government services (Gurung et al., 2015). There is disagreement over whether
emerging ICTs should be used correctly to facilitate government and public administration
processes (Ducker, 2001).

E-governance is the use of ICT by the public sector to enhance information and service delivery,
promote citizen participation in decision-making, and increase the accountability, transparency,
and efficacy of the government (Obodo & Anigbata, 2018). They argue that ICT can be used as a

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tool to achieve improved governance. It is the occurrences, implementation, and enforcement of
the laws, policies, and regulations required to support the operation of the society as an e-
government, according to Obi (2008).

It is the method by which governments use the most advanced ICT, especially web-based
internet applications, to give businesses and citizens easier access to government data and
services and more opportunities to engage in democratic institutions and processes (Mohammed
Abdul Salam and Md. Zohurul Islam, 2013).

The use of ICT by the public sector to enhance information and service delivery, promote citizen
participation in decision-making, and increase government accountability, transparency, and
effectiveness is known as e-governance, according to UNESCO (www.unesco.org). Through e-
governance, new forms of leadership, methods of policy and investment debate and decision-
making, methods of education access, methods of citizen note-taking, and methods of service
delivery and organization are all made possible. Given that e-governance has the potential to
alter how citizens interact with governments and one another; it is typically understood to be a
more expansive term than virtual government. According to Kotukh (2020), e-governance has
the potential to foster citizenship by addressing both rights and obligations. Engaging,
empowering, and enabling the citizen is its goal.

Heeks (2001) identified three domains of e-governance (Figure 2.1):

E-Administration: improving government processes.

E-services: connecting individual citizens with their government.

E-society: building interactions with and within the civil society.

The main purpose of e-administration is to improve the internal workings of the public sector by
cutting process costs, managing process performance, creating strategic connections within
government bodies (Oniugbo, 2015).

E-service: connecting individual citizen with their government.

E-society: building interactions with and within the civil society.

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The main purpose of e-administration is to improve the internal workings of the public sector by
cutting process costs, managing process performance, creating strategic connections within
government bodies (Onigbo, 2015).

E-service initiatives focus mainly on improving the relation between the government and its
citizen by increasing the information flow and improving the service levels of government
towards its citizens. E-society initiatives extend the previous e-services domain by that specialize
in an institutional stakeholders, such as private sector service providers, other public agencies
and not for profit and community organizations. The three domains of e-governance are seldom
separate in their implementations; rather they involve overlapping activities as part of an
equivalent initiative. To put it more strongly: good governance programs must take into under
consideration all three domains (Heeks, 2001).

Types of E-Governance

E-governance provides services to individuals within its sphere of influence to do interactions

with the government electronically, according to Mohammed Abdul salam and Md. Zohurul
Islam (2013). There are four primary categories that characterize e-governance.

Government to Citizen (G2C): Most government services fall under this category, with the goal
of giving citizens and other users’ access to extensive electronic resources for handling everyday
issues and dealing with the government (Obodo and Anigbata, 2018). According to them, when
e-government is implemented, government and citizens would communicate constantly,
promoting democracy, accountability, and the improvement of public services. By making public
information more accessible through the use of websites and cutting down on transaction time
and expense, the main objective of e-government is to serve the people and facilitate their
interactions with the government (Nuduo, 2004).

Government to Government (G2G) refers to online and web-based communications supported by

a super-government database between government departments, agencies, and organizations. It is
known as the relationship between the government and its employments, to put it simply. The
following provides concrete evidence of this. Enhances organizational and intergovernmental
operations, expedites collaboration and coordination of governmental actions, and automates and

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simplifies intergovernmental business processes including service delivery, regulatory
compliance, and upgrades.

E-government's primary category is Government to Businesses (G2B). It has the potential to

significantly increase corporate and government efficiency. It also covers the interchange of
different services, such as policies, memos, rules, and laws, between the public and private
sectors.

The least common type of e-governance is Government to Employers (G2E). This relationship's
goal is to benefit the employees by providing them with online services including online yearly
leave applications, leave balance checks, and salary payment records, among other things. This is
also evident in the mix of services and information that government agencies provide to their
staff so that they may communicate with management and one another. It is also an essential
means of delivering e-learning, fostering employee collaboration, and promoting knowledge
exchange. Employees now have simple access to pertinent information about training and
development, wages and pay administration, benefits rules, and compensation, as well as the
ability to access their benefits online.

2.1.2. Theories of e-governance

The terms "e-governance" and "information revolution" are frequently used interchangeably to
refer to two significant developments. The governance debate has been going on for a few
decades. The Greek word kuberna, which means steer, is where the word governance originated,
according to the Concise Oxford Dictionary (9th Edition). The concept of governability, which
placed the rule of law at the centre of development, was discussed in the earliest classic political
science works on the topic. New information and communication technologies (ICT) brought
forth by globalization have a significant influence on how the idea of e-governance is
developing. For the first time in the last 200 years, ICT has replaced labor and capital the two
fundamental components of production with information and knowledge. The printing press
made a breakthrough in the 15th century, and the internet did the same. It creates the capacity to
interchange, formalize, share, disseminate, use, and network information at a speed never before
possible. E-governance is the result of a process of re-invention and re-engineering governance
with the goal of adjusting administration to the ever-increasing flow of information. This is

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achieved by optimizing resources to speed up decision-making and by enabling self-regulating
mechanisms (Baev, 2003).

Different theories of e-governance in public service delivery:

Rationalization theory: argue that e-governance has the ability to significantly improve the
governing process; decisions are made rationally (Taps Scot, 1997). Information, according to
this idea, increases control and decreases uncertainty. It is based on traditional cybernetic theory.

Rationalization at cost theory argues that the rationality position has a price or cost. The reason
for this is that due to excessive bureaucratization, politicians are no longer involved in the
policy-making processes and are instead replaced by permanent bureaucrats when choices are
made using algorithms. The most forceful type of arguments advanced by these thinkers is that e-
governance techniques are widespread, with the goal of making citizens submissive objects of
authority.

Erosion of rationality or noisy theory: This is the third theory on e-governance, which proposes
eliminating rationality. They argue that developing policies takes a lot of time, and that the issue
of information overload brought on by IT penetration would cause policymakers to focus more
on quantitatively measured, unstructured information and factors than on qualitative,
unstructured aspects (Perry, 2001). Theorists contend that over-dominance of technology would
result in poor judgment-based decision-making. People who support the erosion of reason reject
the cybernetic school's claim that information is control and instead contend that information is
noise.

E-governance; service delivery approaches:

According to Yong (2004), there has been a noticeable change in the methods to service delivery
that are citizen- and agency-centric. The old department-centric approach of service delivery in
modern governments is gradually giving way to a citizen-centric model (Shapiro, 1999). A more
practical strategy and a fantastic chance for communication between the public and the
government are provided by the citizen-centric approach to public service delivery (salam,
2012).

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Department-centric is another term for the agency-centric approach to e-governance. According
to Al-khoussri (2011), a department-centric strategy necessitates that citizens communicate with
each department independently, which is inconvenient and inefficient. Furthermore, it would
take a lengthy time to provide any services that call for departmental clearances or involvement.
The integration of many services and departments under a single agency or service provider is
the next step in the transformation process, which gives the citizens the impression that they are
part of a single agency. Nonetheless, citizens continued to communicate with multiple authorities
for a variety of reasons, which reduced their convenience and sense of transparency.
Consequently, there is an increasing need for government to move away from the conventional
agency- and department-centric paradigm.

By adopting a citizen-centric approach, the government can attain crucial efficiency

improvements, enhance service delivery, boost citizen satisfaction with government services, and
enhance overall quality of life (Mehri, 2004). E-government that is focused on the needs of the
people should be more trusted, and transactions with the government should be held accountable
(Gronloud, 2002). It does, however, assist in avoiding overhead and duplication by using shared
infrastructure and services. A government that is focused on its citizens goes much beyond a
mere assembly of agencies offering services to the public. It entails reconsidering, from the
standpoint of the citizen, the entire system of service delivery across all agencies and levels of
government. Furthermore, user requirements usually transcend government tiers and
organizational systems. Thus, a comprehensive strategy that is valued by everybody is necessary
for a true citizen focus.

2.2. Empirical Studies on E-Governance

The term "e-governance," which is also used to describe electronic or digital governance,
describes the application of information and communication technologies (ICTs) to improve the
efficacy, efficiency, and transparency of government services and procedures. Several empirical
studies have been carried out to investigate the effects of e-governance on different facets of
governance. Here are few instances:

Accountability and Transparency: The use of e-governance in government processes can

improve accountability and transparency. Dwivedi et al.'s (2019) investigation looked at how

17
India's e-governance programmes affected openness. According to the research, e-governance
platforms increase public scrutiny and citizen access to information, which in turn improves
government openness.

Digital Service Delivery: The effect of e-governance on service delivery has been the subject of
numerous studies. For example, Alshehri et al.'s 2019 study examined how e-governance
affected Saudi Arabian citizens' satisfaction with government services. The results of the study
showed that e-governance programmes greatly raised citizen satisfaction and perceived level of
service.

Participation of Citizens: E-governance can enable citizens and make it easier for them to take
part in decision-making processes. Estevez and Janowski's (2013) study looked at how e-
governance affected Latin American citizens' ability to participate in the creation of public
policy. According to the report, e-governance initiatives boosted citizen participation and
engagement through the use of online consultation platforms.

Digital Divide: Projects aimed at e-governance have the potential to make already-existing
disparities in access to technology and digital literacy worse. The digital divide and e-governance
has been the subject of several studies. For instance, Norris and Moon's 2005 study looked into
how e-governance affected social exclusion in the UK. In order to guarantee fair access to e-
governance services, the research made clear how critical it is to overcome the digital gap.

Efficiency and Cost Savings: E-governance can reduce costs by streamlining government
procedures. Gil-Garcia and Pardo's (2005) study examined how e-governance has affected
American government efficiency and cost-cutting. According to the report, e-governance
activities led to increased cost savings and efficiency in areas like service delivery and
procurement.

These are but a handful of the e-governance empirical research projects. Numerous studies have
been undertaken in various nations and circumstances to investigate the impact of e-governance
on governance outcomes, given the enormous scope of the area.

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2.2.1. E-Governance and Developed Countries

When it comes to technological advancement, developed countries have an advantage over

underdeveloped ones. They have also made use of ICTs' adaptable potential. There is a claim
that while computers and the internet are the foundation of delivery in wealthy nations, they are
still considered luxury in the majority of developing nations (Pani and Mishra 2007).

U.K Experience

In the field of e-governance, the United Kingdom has been a leading developed nation. While the
U.K. has successfully completed the initial phases of document dissemination, workflow
coordination, and service delivery, it faces significant challenges in addressing the democratic
deficit (Raj, 2008). An intriguing byproduct of the UK's experience with e-governance is the rise
of social and labor action. The United Kingdom's political constituents, namely England,
Scotland, and Northern Ireland, have taken the lead in providing e-services to their citizenry.
Local governments in the United Kingdom are also participating in e-governance projects. In
addition to being aware of the local population's needs for e-governance, the local authorities
make an effort to meet those needs by offering e-information and e-services. Numerous things
have been accomplished.

2.2.2. E-Governance and Developing Countries

The investigation showed that while electronic interactions with government agencies are
performed well in developed nations, developing nations may find it challenging to achieve the
same level of efficiency and quality. In order to better serve their customers and reduce costs,
developing nations should learn from developed nations' experiences by incorporating their
needs and cultural norms into their own operations and streamlining their bureaucratic
framework (Basu, 2004).

Many people in developing countries are likewise concerned about the information society's
applicability given the persistent poverty and rampant corruption that demand immediate
response. Thus, e-governance presents potential and raises certain hopes in developing countries.
It is believed that ICT can significantly contribute to modernization in poor nations. By
allocating resources towards communication infrastructure development, training, and education,

19
developing countries can improve their competitiveness as suppliers of foreign services. ICT also
has an indirect effect on poverty, which is significant when considering developing countries.

Ethiopia experience

Ethiopia has had several political crises in recent memory. Nonetheless, the current
administration has made good governance a top priority. Ethiopia currently spends 10% of its
GDP on IT annually. By boosting government employee efficiency, drastically reducing the time
required for information processing and regulation execution, and widely implementing e-
procurement, effective e-Government implementation can significantly lower Ethiopian
government costs. Internet World Statistics states that while internet usage in Ethiopia is
significantly lower than in Kenya (1.2%) and South Africa (7.3%), it is about comparable to that
of Niger and the Democratic Republic of the Congo (Pathak et al., 2008).

Nonetheless, the government is eager to create competition in the mobile and Internet service
markets by privatizing Ethiopian Telecommunications Corporation (ETC), the country's
operator. In recent years, the mobile industry has grown at a rate of 100% or more annually,
surpassing capacity restrictions. Increased funding for infrastructure upgrades in 2006 is part of
the country's efforts to move towards the information society, which began with broadband plans
in 2005. The Ethiopian government is working to enhance failing public services with the new
ICT programme. The growth and application of Internet technologies are essential to its vision.

The country hasn’t yet recognized the advantages of using ICT to combat public sector
corruption, though. The riches amassed by unethical means leaves the nation in search of safer
havens. Government organizations don't seem to be very driven to automate procedures that are
vulnerable to corrupt and corrosive influences or to disseminate information online. The majority
of official websites created to highlight the government's e-Government commitment have
become broken or out-of-date. The bureaucracy is still unclear. It is therefore crucial to identify
specific goals in Ethiopia where ICT may be effectively used as a tool to reduce corruption and
raise the standard of public services for the general people. There are now more initiatives in
motion. Among these is a plan to use a wide area network (WAN) to link all Federal Courts to a
single database.

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It seems that Ethiopia is constrained, not by technological shortcomings but rather by the
boundaries of its adoption by the populace at large. The greatest that can be hoped for might be a
staged strategy that progressively expands influence and reach in urban regions first, followed by
rural ones.

In Ethiopia, the E-government plan aims to achieve the following four goals, as reports by Adam
(2010):

Bring the people and the government closer together (fostering positive relationships amongst
citizens): One goal of the e-government approach is raising public awareness of the services
provided by the government, as well as their rights as citizens, and making it simpler for the
public to exert pressure on and take part in the formulation of public policy. It is expected that
this involvement will foster a culture of great success and a sense of ownership, strengthening
the bonds between the populace and the government.

Good governance: Putting into practice an e-government strategy will direct backend automation
to well-known sets of regulations and guidelines, demonstrating improved integration and
information exchange between them. This will ultimately make the public sectors more
successful and efficient in carrying out their responsibilities and providing services. Once again,
a key component of the overall e-government strategy is the possibility of providing public
servants with training on competencies that will enable them to serve the public more effectively.

Enhancing service delivery by electronic means is one goal of the e-government strategy. This
includes enabling services to be provided through alternative channels such the internet, mobile
devices, calls centers, and citizen facilitation centers. By using these alternative channels,
citizens will have more control over how, when, and where they collaborate with the
government, which will raise consumer satisfaction levels with public services. In addition, it
demonstrates that electronically equipped services would be quicker and simpler to use, which
improves service delivery quality in observable ways.

Growth of the Socioeconomic Sector: The implementation of E-government initiatives will be

aided by the private sector's involvement and the use of its capital, entrepreneurship, and
expertise. In a similar vein, the e-government initiative will also benefit the commercial sector.

21
For example, citizens will receive government services more quickly and at a reduced cost,
which will lower operating expenses. This encourages economic expansion and the long-term
viability of e-government projects.

2.4. Conceptual framework

In both developed and developing nations, including Ethiopia, land administration is the most
problematic topic. One method for implementing effective and efficient public service,
particularly in land administration, is e-governance. In the delivery of public services, e-
government presents a number of opportunities and challenges. The conceptual framework is
built as follows in light of this.

E- Governance Challenges of E-Governance Public service

delivery

Prospects of E-Governance

2.5. Research Gap

The researcher face literature gap because of lacking previous research conducted on this new
study area and there is a knowledge gap in the e-governing practice. Therefore, this studies
hopefully will fills this knowledge gap by reviewing international literature, e-books, and
journals and by collecting data in the study area. E-governance is a concept of shifting from
paper based work place into electronic based administrative center using ICT tool, in addition it
has played a great role in different public sectors. The review highlight that e-governance system
introductions have helped both developed and developing countries tackle a wide range of
governance barriers.

22
The review also highlight that, ICT have helped in land administration system, as a result, some
countries are well on the way to create an electronic land administration will flow smoothly into
the digital environment. On the other hand, barriers or challenges that hinder in the use of e-
governance such as in adequate ICT infrastructure, lack of awareness, lack of leadership
commitment, poor network connection and lack of training will be identified and
discussed.Finally, the experience developed so far on the selected developing and developed
countries will be discussed and the research gaps in e-governance in land administration related
concept and literature will be properly identified as well.

Chapter Three

Research Methodology

3.1. Back Ground of the Study Area

Woliso is a town located in the Oromia Region of Ethiopia. It is situated approximately 114
kilometers southwest of the capital city, Addis Ababa. As a study area, Woliso offers a diverse
range of features and characteristics that make it an interesting subject of research and analysis
(woliso town municipality, 2020). It has 80 0 32′ N latitude and 370 58′ E longitudes with an
elevation of 2063m above sea level (woliso town municipality, 2020).

Woliso is the administrative center of south west shoa zone with a population of 59,685of whom
18,880 men and 18,998 were women (2009, national census report). Religious activities
practiced in the study area include Christianity and Muslims with different denominations like
Islam, Protestant, Orthodox, Adventist, and Catholic. Indigenous beliefs are also being practiced
in the town. The major ethnic groups of the town are Oromo, Gurage, Amhara and others (CSA,
2015).

In addition, it also has a growing urban center with a range of commercial and service-oriented
activities. The town has seen infrastructural development in recent years, including improved
road networks, educational institutions, healthcare facilities, and markets. This urbanization
process presents opportunities to study urban planning, population dynamics, and the social and
economic effects of urban growth. Woliso is also rich in cultural heritage.

23
 Overall, Woliso offers an interdisciplinary study area that encompasses agriculture, urban
development, cultural heritage, and environmental aspects. Researchers can delve into various
topics, ranging from socio-economic dynamics to ecological sustainability, to gain insights into
the complexities of a rapidly developing town in Ethiopia's highlands.

3.2. Research Design and Approach

3.2.1. Research Design
A research design refers to the conceptual framework that directs the study. It provides direction
for gathering, processing, and interpreting data. Additionally, it describes establishing the criteria
for data gathering and analysis in a manner that attempts to achieve a balance between relevance
to the study purpose and procedural economy (Kothari, 2004). Making a framework of the
criteria and procedures for data collecting and analysis is one of the purposes of creating a study
design. The research design supports the investigation of the study topic and research questions
by situating the researcher within the empirical world and drawing linkages to specific locations
and data processing methods. In order to address the research problem, provide an answer to the
research question or questions, and come to a reliable conclusion, it also describes the procedures
the researcher follows when collecting and analyzing data.

In order to describe the prospects and challenges of e-governance in the delivery of public
services, the researcher will use a descriptive research design, with a focus on the land
administration of Woliso town as a sector. That means the existing opportunities and difficulties
of e-governance in Woliso Town land management are better explained by descriptive design.

3.2.2. Research Approach

The study will adopt a mixed-methods approach, combining both qualitative and quantitative
data. The quantitative approach will be employed by undertaking numerical data and
interpretation of the results whereas the qualitative approach is a deeper description of the
problem under investigation and presents a detail view of the study and for gathering non
numeric data.

24
 3.3. Data Sources and instruments

3.3.1. Data Sources

In this study, the researcher will use both primary and secondary sources. The primary sources of
this study will include information collect from the target respondents by conducting a semi-
structured questionnaire, in-depth interviews and focus group discussions. Collecting the primary
data is very essential because it will help the researcher to obtain first-hand information on the
prospects and challenges of e-governance in service delivery and, thereby, analysis and interpret
the situation in town. In addition, secondary data will be collected from relevant books both
published and unpublished journals, different articles and appropriate official documents to
enrich the study with secondary data as well as to ensure the sequence of the use of methods.

3.3.2. Data Collection Instruments

The researcher will use data collection techniques such as questionnaires, in- depth interviews
and FGD.

Questionnaires

The questionnaire is considered as the heart of a survey operation because large samples will be
made use of and, thus, the results can be made more dependable and reliable. The survey
questionnaire will be prepared in English and translate into the local language before the field
survey. Collecting data through questionnaire is also relatively economical and it is the most
common data collection method in the descriptive survey. In line with this, both open-ended and
close-ended questionnaires will be prepared and administered to the experts and respondents to
collect data properly. Open-ended questions will permit the researcher to generate free responses
from the respondents and experts give them freedom in phrasing a reply. It will also give
respondent's opportunity to express their feelings, perceptions, problems, and intentions related
to the issue under study.

Interviews

25
The interview will use to generate in-depth information of the key information on the issues
based on interview guidelines. The interviews held with the employees of the woliso town land
administration and the top management of the town. It will be also conducted with sector experts
and respondents.

Focus Group Discussions (FGDs)

The researcher identifies that conducting FGDs can be a valuable method in studying the
prospects and challenges of e-governance in public service delivery in the context of Woliso
Town Land Administration. FGDs involve bringing together a small group of participants who
share relevant experiences or perspectives to engage in a guided discussion facilitated by a
moderator. In this case the researcher will use the participants from both the customers and also
from the employee for gathering qualitative data, capturing diverse perspectives, and gaining a
deeper understanding of the prospects and challenges of e-governance in public service delivery
in Woliso Town.

3.4. Sampling design

3.4.1. Population

In this case, the population will be the residents of Woliso Town who interact with the land
administration system or have experience with public service delivery. It encompasses experts
and respondents who have high expectation of having good information concerning the prospects
and challenges of e-governance in service delivery in land administration sector of the town.

3.4.2. Sampling Techniques and Procedures

When the researcher will conduct a study on the prospects and challenges of e-governance in
public service delivery, specifically focusing on the case of Woliso Town land administration, it
is crucial to use appropriate sampling techniques and procedures to ensure the validity and
reliability of the findings. Here are a few sampling techniques that will be suitable for the study:

Probability Sampling

26
Simple Random Sampling: In this technique, each member of the target population has an equal
chance of being selected as a sample. Here, the researcher will randomly select respondents who
participate in the study.

Non-Probability Sampling

Convenience Sampling: This technique involves selecting individuals who are readily available
and accessible for the study. For instance, the researcher will choose participants who are
actively engaged with the Woliso Town land administration system or have experienced its
services. Purposive Sampling: This technique involves deliberately selecting participants who
possess specific characteristics or traits relevant to the study. The researcher will select
individuals who have knowledge or experience with e-governance initiatives in the public sector.

3.4.3. Sample size determination

Size of the sample refers to the number of items to be selected from the universe to constitute a
sample (Kothari, 2004). The size of the sample should neither be excessively large, nor too
small. It should be optimum. An optimum sample fulfills the requirements of efficiency,
representativeness, reliability, and flexibility. Thus, those service receivers who are found
executing their activities on different days will be filling the questionnaires. The researcher
randomly selects 45 service receivers or customers of woliso town land administration and 67 or
all number employees in the sector. Generally, 112 participants are applied to this study from
both employees and customers of the sector.

3.5. Methods of Data Presentation and Analysis

Data analysis is the process of classifying and giving meaning to data. The chosen research
design also affects how data is evaluated, reported, and analyses. Both quantitative and
qualitative data analysis techniques will be used in this study. The researcher will use descriptive
statistics like frequency and percentage to analyses the statistical data that will be collected by
the questioner. Conversely, narrative analysis and interpretation will be used first summaries and
then analyses qualitative data that will come from interviews. The data gathering through
structured questionnaire will be processed via SPSS (Statistical package for social science) of
version 26 in order to gate statistics result & will be expressed through frequency and percent.

27
 3.6. Description of variables

For consistency and clarity in research, variables must be properly defined and operationalized.
Variables ought to be quantifiable, precisely specified, and pertinent to the goals of the study.
Additionally, depending on the kind of variable and research strategy, the right data gathering
and analysis methods will be used by the researcher.

3.6.1. Dependent variables

Dependent variables in this study are public service delivery through efficiently, effectively,
transparent and accountable of the services provided by the public sector in Woliso Town. The
study aims to understand how e-governance initiatives impact public service delivery.

3.6.2 Independent variables

The independent variable in this study is "E-Governance." It represents the utilization of

electronic or digital technologies and platforms in the administration of land-related services in
Woliso Town. The study focuses on assessing the prospects and challenges of e-governance in
improving public service delivery.

3.7. Ethical consideration

Ethical Standards (Shafudah, 2011), is unethical to a researcher to present a biased report or not
to report the truth as it is. Hence, this study will present fact and unbiased report based on the
primary data of the respondents and personal observation. Required information about the
research will be written on the cover page of the questioner & interview so the information
provider can read it & understand before they provide the required information. The
questionnaire will be translated to the mother tang of the respondent’s i.e. Afan Oromo in order
to make the questioner easily understandable & clear. Data presentation and analysis will show
socio-economic demographic background of the respondents and will also regarding the gender
of the respondents.

28
4. General Thesis Work Plan

Table 4.1. Time Schedule work plan

Jan

March20
Novemb

Februar
No Activity

20/2023
er 30th

y 2023

/2023
April

June
2023

2023

2023
May
Dec

1 The Research Title Selection *

2 Submitting 1st draft Research *

proposal

3 Submitting 2nd draft of the research *

proposal as per the feedback

4 Proposal 3rd draft as per the *

feedback submission

5 Final Proposal submission *

6 Field Data collection *

7 Data editing and coding *

8 Data analysis and Write up First *

Draft of Research Report

29
9 First draft Research Report *
submission

10 Incorporate comments and Submit *

the 2nd draft

11 Final Research Report Submission *

Table 4.2. Stationary Expenses

No Item Unit Total Birr

1 Stationeries

1.1 Paper 5packets 3500

1.2 Note book No 500

1.3 Marker Packet 600

1.4 Pen 20 300

1.5 Note book 3 360

1.6 Stapler 1 200

1.7 Binding 5 250

1.8 Flash Disk 1 400

1.9 Tape recorder 1 4500

2 Flip chart 10 1500

30
 2.1 Special costs

2.2 Typing and printing 300 pages 2,500

2.3 Photocopy 1800 pages 5400

2.4 Internet 45 hours 2,475

3 Communication cost

3.1 Telephone cost 10 cards 2000

3.2 Transport 4,500

Total 28985

Table 4.3. Miscellaneous Expenses work plan

Item or service Unit Total

Required Cost(ETB)
No

1 Photo copy 1000

2 Communication 2000

3 Film processing 1000

4 Thesis Binding 1500

Total 5500

Total budget for the research =28985+5500 = 34485

31
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