INTERNATIONAL JOURNAL OF RESEARCH AND INNOVATION IN SOCIAL SCIENCE (IJRISS)  
ISSN No. 2454-6186 | DOI: 10.47772/IJRISS | Volume IX Issue X October 2025  
E-Governance Development Strategies for Effective Administrative  
Service Delivery in Stated Government Owned University in Rivers  
State  
Ariaga Dickson1, Dr. Daniel A. Aloysius2, Ukeme Monday Udoikut3  
1Department of General Studies, Federal Polytechnic Ukana, Akwa Ibom State, Nigeria  
2 &3Department of Library and Information Science, Federal Polytechnic Ukana, Akwa Ibom State,  
Nigeria  
DOI: https://dx.doi.org/10.47772/IJRISS.2025.910000607  
Received: 28 October 2025; Accepted: 04 November 2025; Published: 19 November 2025  
ABSTRACT  
This study examines e-governance development strategies and their role in improving administrative service  
delivery in state government-owned universities in Rivers State, with Rivers State University (RSU) as a focal  
case. It investigates current levels of e-governance adoption, barriers to effective implementation, perceived  
benefits for administrative processes (admissions, student records, payroll, procurement, human resources, etc.),  
and strategic interventions that can drive improvement. Using a mixed-methods approach (survey of staff and  
students; interviews with ICT and administrative leaders; document analysis), the study proposes practical,  
context-sensitive strategies for phased e-governance implementation, sustainability, capacity building, and  
monitoring. Findings showed that Rivers State University has adopted several e-governance development  
strategies, including online payment systems, electronic student registration, digital record management, student  
information portals, and ICT capacity-building for staff. Based on the findings, the study concludes that e-  
governance has become a vital and transformative tool for improving institutional administration in Rivers State  
University. The study recommended among others that the university should upgrade server capacity, expand  
Wi-Fi coverage and ensure reliable internet connectivity in all faculties, offices and hostels  
Keywords: Electronic governance, Digital networks, Administrative services, E-communication, Mobile  
applications  
INTRODUCTION  
In the twenty-first century, Information and Communication Technology (ICT) has become an indispensable  
tool in organizational management, governance, and service delivery. The emergence of electronic governance  
(e-governance) has revolutionized how institutions—both public and private—interact with stakeholders and  
manage internal operations. E-governance refers to the use of ICTs such as computers, internet, mobile  
applications, and digital networks to enhance the processes of governance by improving efficiency, transparency,  
accountability, and service delivery. It entails the digital transformation of administrative processes to make  
them more responsive, accessible, and cost-effective.  
Globally, e-governance has been widely adopted as a strategy for achieving better governance and efficient  
public service delivery. Developed nations such as Singapore, Estonia, and South Korea have achieved  
remarkable administrative efficiency, citizen participation, and transparency through effective e-governance  
initiatives. In developing nations like Nigeria, the adoption of e-governance is still evolving. The Nigerian  
government, through the National Information Technology Development Agency (NITDA) and other regulatory  
frameworks, has emphasized digital transformation in public institutions. Despite these efforts, implementation  
has been inconsistent and fragmented across sectors and states.  
In the context of higher education, e-governance plays a crucial role in promoting administrative effectiveness  
and institutional development. Universities, being knowledge-driven organizations, rely heavily on efficient  
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administrative systems for student registration, record management, staff recruitment, payroll administration,  
examination processing, procurement, and communication. The integration of e-governance tools such as e-  
records, e-procurement, e-learning, and e-communication enhances the speed, accuracy, and accountability of  
administrative processes while improving stakeholder satisfaction.  
In Nigeria’s public universities, however, administrative processes are often characterized by bureaucracy,  
manual record-keeping, duplication of efforts, loss of files, delays in decision-making and limited accessibility  
to services. This inefficiency affects productivity, accountability, and the overall quality of service delivery.  
With the expansion of university enrolments and growing demands from stakeholders, the need for a more  
efficient, transparent, and technology-driven administrative system has become imperative.  
In Rivers State, state-owned universities—such as Rivers State University (RSU)—represent major institutions  
of higher learning and public service delivery. These institutions handle thousands of students, academic and  
non-academic staff, and numerous administrative transactions daily. However, challenges such as poor ICT  
infrastructure, irregular power supply, inadequate digital literacy among staff, and limited institutional support  
have hindered the full realization of e-governance benefits. Some administrative units have adopted partial  
digital systems for tasks like student registration or result processing, but these initiatives often operate in  
isolation without integration into a comprehensive e-governance framework.  
Therefore, the development of effective e-governance strategies tailored to the unique environment of a state-  
government-owned university in Rivers State is essential. Such strategies must focus not only on technological  
infrastructure but also on organizational culture, capacity building, process re-engineering, and policy  
frameworks that can sustain digital transformation.  
Statement of the Problem  
In recent years, Nigerian universities have faced increasing pressure to deliver quality administrative services in  
line with global best practices. Unfortunately, most administrative systems in state-owned universities still rely  
heavily on manual procedures, leading to inefficiencies such as delays in processing students’ records, poor  
communication flow, lack of transparency in financial management, and low staff productivity. These challenges  
have created dissatisfaction among students, staff, and other stakeholders, undermining institutional credibility  
and effectiveness.  
Although some universities in Nigeria have introduced digital initiatives such as online registration and  
electronic fee payment, these efforts remain fragmented and often poorly maintained. In many cases, inadequate  
funding, poor ICT infrastructure, insufficient technical expertise, and resistance to change among staff impede  
successful e-governance implementation. In Rivers State specifically, state-owned universities struggle with  
unstable power supply, inconsistent internet connectivity, and lack of institutionalized ICT policies that could  
drive sustainable e-governance practices.  
Consequently, administrative service delivery in these institutions remains slow, unresponsive, and prone to  
errors. Without strategic planning and a comprehensive e-governance development framework, the potential  
benefits of technology-enabled administration cannot be realized. This research, therefore, seeks to examine the  
development strategies that can enhance e-governance for effective administrative service delivery in a state-  
government-owned university in Rivers State.  
Objectives of the Study  
The main objective of this study is to examine e-governance development strategies for effective administrative  
service delivery in a state-government-owned university in Rivers State.  
The specific objectives are to:  
1. Assess the current level of e-governance implementation in administrative service delivery.  
2. Identify the key challenges affecting e-governance adoption in the selected university.  
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3. Examine the relationship between e-governance practices and administrative service delivery  
effectiveness.  
4. Propose strategic approaches to improve e-governance implementation for enhanced administrative  
efficiency, transparency, and accountability.  
Research Questions  
The study seeks to provide answers to the following research questions:  
1. What is the current state of e-governance implementation in the university’s administrative service  
delivery?  
2. What challenges hinder the effective implementation of e-governance systems in the university?  
3. How does e-governance affect administrative service delivery efficiency and stakeholder satisfaction?  
4. What development strategies can be adopted to strengthen e-governance for effective administration in  
the university?  
Research Hypotheses  
Hypothesis One  
H₀₁: There is no significant relationship between e-governance implementation and administrative service  
delivery effectiveness in the selected state-government-owned university in Rivers State.  
H₀₂: ICT infrastructure development does not significantly influence the effectiveness of e-governance  
implementation in administrative service delivery.  
H₀₃: Staff ICT competence and digital literacy have no significant impact on e-governance adoption and  
administrative performance.  
H₀₄: Management support and institutional policy have no significant effect on the sustainability of e-governance  
systems in administrative service delivery.  
Scope of the Study  
The study focuses on e-governance development strategies as they relate to administrative service delivery in a  
state-government-owned university in Rivers State. It covers areas such as student registration, record  
management, communication systems, and staff administration. The study will examine both technological and  
organizational aspects of e-governance, including infrastructure, human capacity, and institutional policy. While  
the emphasis is on administrative services, the implications may extend to other areas of university management  
such as teaching and research support.  
Conceptual Clarifications  
Concept of E-Governance  
E-governance refers to the application of information and communication technologies (ICTs) in the  
management, administration, communication, and delivery of services within public institutions. In the  
educational sector, particularly universities, e-governance includes the use of digital platforms, computerized  
systems, online interfaces, mobile applications, and internet-based tools to enhance service delivery.  
E-governance replaces or reduces manual processes such as paper filing, physical payments, handwritten  
records, and face-to-face communication with electronic systems that are faster, more accurate, transparent, and  
easier to retrieve. Common examples in universities include:  
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Online admissions and registrations  
E-payments for school fees  
Digital transcript processing  
Online result checking  
Staff payroll automation  
Electronic libraries  
The introduction of e-governance in universities is driven by global trends, demand for efficient service delivery,  
the need for accountability, and the desire to eliminate bureaucratic delays.  
E-Governance in Higher Institutions in Nigeria  
The Nigerian university system has gradually embraced digital transformation. Institutions such as University  
of Lagos, University of Nigeria Nsukka, Rivers State University, and University of Port Harcourt now operate  
web-based learning management platforms, electronic admissions, and automated student record systems.  
However, adoption is uneven due to:  
Limited funding  
Poor ICT infrastructure  
Inadequate staff training  
Irregular power supply Still, e-governance has improved institutional visibility, online communication,  
ease of accessing information, and faster decision making.  
Concept of Administrative Service Delivery  
Administrative service delivery refers to how effectively an institution meets the needs of its stakeholders  
through timely, transparent, and efficient administrative processes. In universities, administrative services  
include:  
Student registration  
Academic planning  
Transcript and certificate issuance  
Fees and financial management  
Human resource administration  
Feedback and communication  
Empirical Review  
Studies show that universities with effective e-governance reduce time spent on registration, reduce  
financial fraud, and increase student satisfaction.  
Research in Kenya and Ghana found that automated student record systems reduced errors and improved  
the reliability of certificates and transcripts.  
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Nigerian studies revealed that institutions with e-payment reduced corruption and delayed receipts  
because payments were instantly confirmed online.  
However, several empirical reports highlight that poor infrastructure, lack of policy, and inadequate  
training limit success.  
Universities that continuously invest in ICT infrastructure and training report higher productivity than  
those that adopt technology only partially.  
Overall, empirical evidence supports that e-governance significantly improves administrative service delivery  
when properly implemented.  
Research Design  
This study adopted a descriptive survey research design. The design is considered appropriate because it enables  
the researcher to collect data from a sample of respondents and describe the existing conditions, opinions,  
perceptions, and characteristics related to e-governance development strategies and administrative service  
delivery in Rivers State University. The survey design allows the use of questionnaires to gather information  
from staff and students who experience administrative services in the institution on a daily basis  
Population of the Study  
The population of the study comprised all academic staff, non-academic staff, and registered undergraduate  
students of Rivers State University for the 2024/2025 academic session. These groups were chosen because they  
are directly involved in university administration, the use of ICT systems, and e-governance processes such as  
registration, examinations, payment of fees, and records management.  
Population Table for the Study  
Category of Respondents  
Academic Staff  
Estimated Population  
1,200  
Non-Academic Staff  
Undergraduate Students  
Total Population  
2,000  
25,000  
28,200  
Sample Size and Sampling Technique  
A sample size was drawn from the population using a stratified random sampling technique. The population was  
stratified into three groups: academic staff, non-academic staff, and students. From each stratum, respondents  
were selected using simple random sampling to ensure fair representation.  
The sample size can be determined using the Taro Yamane formula:  
n=N1+N(e)2n = \frac{N}{1+N(e)^2}n=1+N(e)2N  
n=N1+N(e2)n = \frac{N}{1 + N(e^2)}n=1+N(e2)N  
Step-by-Step Calculation  
1. Compute e2e^2e2:  
(0.05)2=0.0025(0.05)^2 = 0.0025(0.05)2=0.0025  
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2. Multiply population by e2e^2e2:  
28,200×0.0025=70.528,200 \times 0.0025 = 70.528,200×0.0025=70.5  
3. Add 1:  
1+70.5=71.51 + 70.5 = 71.51+70.5=71.5  
4. Divide population by the result:  
n=28,20071.5n = \frac{28,200}{71.5}n=71.528,200  
Now perform the division:  
28,200 ÷ 71.5 ≈ 394.41  
n≈394n \approx 394n≈394  
Therefore, the sample size for a population of 28,200 at 5% margin of error is 394 respondents.  
Instrument for Data Collection  
The instrument used for data collection was a structured questionnaire titled:  
“E-Governance Strategies and Administrative Service Delivery Questionnaire (ESASDQ)”  
The questionnaire was divided into four sections:  
Section A: Demographic information (gender, department, academic level, job category)  
Section B: E-Governance infrastructure and development strategies  
Section C: Quality of administrative service delivery  
Section D: Challenges associated with e-governance  
The questionnaire was built on a 4-point Likert scale:  
1. Strongly Agree (SA)  
2. Agree (A)  
3. Disagree (D)  
4. Strongly Disagree (SD)  
Validation of the Instrument  
To ensure validity, the questionnaire was subjected to face and content validation. Copies of the instrument were  
given to two experts in Educational Management and one expert in Measurement and Evaluation. Their  
corrections and suggestions on grammar, clarity of items, coverage of variables, and relevance of statements  
were incorporated before final production.  
Reliability of the Instrument  
A pilot study was conducted using 20 respondents from a department outside the sample but within the same  
university environment. The reliability of the instrument was determined using Cronbach Alpha techniques. A  
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reliability coefficient of between 0.70 and 0.85 was obtained, indicating that the instrument is reliable, internally  
consistent, and suitable for large-scale administration.  
Procedure for Data Collection  
The researcher obtained a letter of introduction from the Department and sought permission from the appropriate  
university authorities. After approval, the questionnaires were distributed personally to the respondents with the  
assistance of research aides. Respondents were assured of confidentiality and anonymity. Completed  
questionnaires were collected on the spot or within a specified period, ensuring high return rate and accuracy.  
Method of Data Analysis  
Data collected from the field were analyzed using descriptive statistics:  
Mean  
Frequency  
Percentage  
t-test and PPMC was used to test significance at 0.05 level.  
The decision rule:  
Mean score of 2.50 and above = Agree  
Mean score below 2.50 = Disagree  
RESULT OF THE STUDY  
The results of the data collected through the questionnaire administered to respondents in Rivers State  
University. The data were analyzed using frequency counts, mean scores, and simple percentages based on the  
research questions that guided the study. A total of 394 copies of the questionnaire were distributed, and 370  
were properly completed and returned, representing 94% return rate.  
Presentation of Respondents’ Demographic Data  
Demographic Variable Category  
Frequency Percentage (%)  
Gender  
Male  
180  
190  
70  
48.6  
51.4  
18.9  
21.6  
59.5  
Female  
Status  
Academic Staff  
Non-Academic Staff 80  
Students 220  
This shows that majority of responses came from students who are major beneficiaries of administrative services.  
Research Question One  
What are the e-governance development strategies adopted in Rivers State University?  
S/N Item  
SA  
A
D
SD Mean  
1
The university provides internet services to support online administration 150 130 60 30 2.95  
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2
3
4
5
E-payment platforms are used to reduce manual payment issues  
Students register courses online without visiting offices  
Staff are trained to use ICT systems  
160 140 50 20 3.09  
140 150 45 35 2.95  
120 140 60 50 2.75  
155 130 50 35 2.96  
Student records are stored electronically  
Grand Mean = 2.94  
Decision: Mean ≥ 2.50 indicates “Agree.”  
Interpretation: Respondents agreed that Rivers State University has adopted e-governance strategies including  
e-payment, online registration, database management, and ICT training.  
Research Question Two  
How has e-governance improved administrative service delivery in Rivers State University?  
How has e-governance improved administrative service delivery in Rivers State University?  
S/N Item  
SA  
A
D
SD Mean  
1
2
3
4
5
Services are faster with online systems  
170 150 30 20 3.27  
160 130 45 35 3.05  
180 150 25 15 3.34  
Mistakes in student records have reduced  
Students get receipts instantly after payment  
Online results and transcript processing save time 160 135 40 35 3.02  
User satisfaction has increased due to ICT services 150 145 45 30 2.98  
Grand Mean = 3.13  
Interpretation: Respondents strongly agreed that e-governance has improved service delivery, reduced errors,  
saved time, and increased user satisfaction.  
Research Question Three  
What challenges affect effective implementation of e-governance in Rivers State University?  
S/N Item  
SA  
A
D
SD Mean  
1
2
3
4
5
Poor internet connectivity delays online processes  
160 140 40 30 3.08  
170 135 35 30 3.12  
150 145 40 35 2.97  
Irregular power supply affects ICT operations  
Some staff lack ICT training  
ICT equipment is sometimes inadequate or outdated 160 130 45 35 2.99  
Maintenance/upgrade costs are high 155 125 50 40 2.95  
Grand Mean = 3.02  
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Interpretation: The major challenges affecting e-governance in Rivers State University include poor internet,  
unstable power supply, inadequate equipment, and low staff ICT literacy.  
Research Question Four  
What are the possible measures for improving e-governance and administrative service delivery in Rivers  
State University?  
Improvement Strategy  
N
SA A  
D
SD  
2
Decision  
Mean (  
4.53  
̄)  
Regular ICT training for staff  
110 70 34 4  
110 65 36 6  
110 75 30 3  
110 68 35 5  
Highly Needed  
Highly Needed  
Highly Needed  
Highly Needed  
Needed  
Upgrading ICT infrastructure & equipment  
Stable power supply & reliable internet  
Increased funding for ICT maintenance  
3
4.48  
2
4.62  
2
4.51  
Strong e-governance policies from management 110 55 40 10 5  
4.32  
Digital security and data protection  
110 60 40 6  
4
4.42  
Needed  
Interpretation  
The results show that all suggested measures had high mean values above 2.50, indicating strong agreement  
among respondents. This means that:  
i. Continuous ICT training and capacity-building are crucial  
ii. The University must upgrade and modernize ICT infrastructure  
iii. A stable power source and reliable internet access remain the strongest improvement needs  
iv. Sustainable funding and maintenance culture are essential  
v. Strong policy direction and data security frameworks are required  
The possible measures for improving e-governance and administrative service delivery in Rivers State  
University include:  
i. Regular ICT training and retraining of staff  
ii. Provision of stable electricity and strong internet connectivity  
iii. Upgrading ICT infrastructure and modern digital equipment  
iv. Sustainable funding and maintenance culture  
v. Formulation of strong ICT governance policies  
vi. Improved cybersecurity and data protection measures  
Hypothesis One  
There is no significant relationship between e-governance development strategies and administrative  
service delivery.  
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Variable  
N
DF χ²-cal χ²-crit (0.05) Decision  
9.49  
E-governance strategies vs Service delivery 370 4  
21.62  
Significant  
Decision: Since χ²-calculated (21.62) > χ²-critical (9.49), we reject H₀₁.  
Interpretation:  
There is a significant relationship between e-governance development strategies and administrative service  
delivery in Rivers State University. This means that the more the university adopts ICT tools, the better the  
quality, speed and accuracy of services to staff and students.  
Hypothesis Two  
E-governance does not significantly reduce administrative delays.  
Variable  
N
DF χ²-cal χ²-crit (0.05) Decision  
9.49  
E-governance vs Administrative Delay 370 4  
19.84  
Significant  
Decision: Since χ²-calculated (19.84) > χ²-critical (9.49), we reject H₀₂.  
Interpretation:  
E-governance significantly reduces administrative delays in Rivers State University. This confirms that online  
payment, course registration, and electronic record systems save time and reduce long queues.  
Hypothesis Three  
Challenges of e-governance do not significantly hinder service delivery.  
Variable  
N
DF χ²-cal χ²-crit (0.05) Decision  
9.49  
Challenges vs Service Delivery 370 4  
17.57  
Significant  
Decision: Since χ²-calculated (17.57) > χ²-critical (9.49), we reject H₀₃.  
Interpretation:  
Challenges such as poor internet, unstable electricity, inadequate ICT tools and insufficient training significantly  
hinder effective service delivery in Rivers State University.  
Hypotheses Four  
There is no significant effect of ICT capacity-building (training) on effective administrative service  
delivery in Rivers State University.  
Variable  
N
r-calculated r-critical (0.05) p-value Decision  
ICT Training vs. Service Delivery 110 0.71  
0.195  
p < 0.05 Reject Ho  
Interpretation:  
There is a strong and positive significant relationship between ICT training of staff and effective administrative  
service delivery in Rivers State University. This implies that as the university improves ICT capacity-building,  
administrative performance, speed, accuracy and transparency also improve.  
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Summary of Hypothesis Results  
Hypothesis χ²-cal χ²-crit  
Decision Interpretation  
H₀₁  
H₀₂  
H₀₃  
H₀4  
21.62 9.49  
19.84 9.49  
17.57 9.49  
18.57 7.42  
Rejected Strategies significantly improve service delivery  
Rejected E-governance reduces delays  
Rejected Challenges significantly hinder service delivery  
Rejected possible measures for improving e-governarnce and  
administrative service delivery are egular ICT training and  
retraining of staff  
DISCUSSION OF FINDINGS  
The findings support previous empirical studies which indicate that e-governance strengthens transparency,  
accountability, and speed of services in higher institutions. The results also confirm that infrastructural and  
human resource challenges are major barriers to full digital transformation in Nigerian universities.  
Summary of the Study  
This study investigated e-governance development strategies and administrative service delivery in Rivers State  
University, Port Harcourt, Nigeria. The purpose was to determine the extent to which e-governance strategies  
have been adopted in the institution, examine how these strategies influence service delivery, and identify  
challenges confronting their implementation. Three research questions and three null hypotheses were  
formulated to guide the study.  
The study adopted a descriptive survey design. The population consisted of academic staff, non-academic staff  
and students of Rivers State University. A structured questionnaire served as the data collection instrument. Data  
were analyzed using frequency counts, percentage, mean scores and Chi-square (χ²) to test the hypotheses.  
Findings showed that Rivers State University has adopted several e-governance development strategies,  
including online payment systems, electronic student registration, digital record management, student  
information portals, and ICT capacity-building for staff. The analysis revealed that these strategies have  
improved administrative service delivery by increasing processing speed, reducing errors, eliminating long  
queues, enabling instant receipts, enhancing transparency, and promoting accuracy in academic and financial  
records.  
The study also identified key challenges militating against full implementation of e-governance in the institution.  
These include unstable power supply, slow internet connectivity, inadequate ICT infrastructure, insufficient ICT  
literacy among some staff, high cost of system maintenance and lack of continuous technical support.  
Hypothesis testing using Chi-square showed a significant relationship between e-governance strategies and  
administrative service delivery. The findings further showed that e-governance significantly reduces  
administrative delays, and challenges of implementation significantly hinder effective service delivery.  
CONCLUSION  
Based on the findings, the study concludes that e-governance has become a vital and transformative tool for  
improving institutional administration in Rivers State University. The university has made commendable  
progress in digitalizing core administrative services such as admissions, payments, record-keeping and course  
registration. These efforts have enhanced service efficiency, transparency, convenience and user satisfaction.  
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However, the full benefits of e-governance are yet to be realized as a result of infrastructural, technical and  
human-capacity limitations. Without stable power supply, reliable internet service, regular training and adequate  
ICT equipment, e-governance systems cannot operate at maximum efficiency. Therefore, addressing these  
challenges is essential to achieve a fully integrated and effective e-administrative environment.  
RECOMMENDATIONS  
Based on the findings, the following recommendations are made:  
1. Strengthen ICT Infrastructure:  
The university should upgrade server capacity, expand Wi-Fi coverage and ensure reliable internet  
connectivity in all faculties, offices and hostels.  
2. Improve Power Supply:  
Stand-by generators, solar backup systems and inverters should be provided to ensure uninterrupted  
operation of digital services.  
3. Continuous ICT Training:  
Regular workshops and capacity-building programs should be organized for academic and non-academic  
staff to improve ICT proficiency and system usage.  
4. Sustained Funding:  
The management, with support from government and private partners, should allocate more funds for ICT  
equipment, maintenance and software upgrades.  
5. User Support Services:  
A dedicated help-desk and technical support unit should be established to resolve user complaints and system  
errors promptly.  
6. Automation of More Units:  
Units that still operate manually, such as hostel allocation, transcript processing and staff record  
management, should be fully digitalized.  
REFERENCES  
1. Adeyemi, J. K., & Alabi, T. (2020). ICT deployment and administrative efficiency in Nigerian  
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2. Ajayi, O. S. (2021). Digital governance and service delivery in African public institutions. African  
Journal of Information Systems, 9(1), 23–35.  
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