E-GOVERNANCE APPLICATION AND EFFICIENT SERVICE DELIVERY IN THE NATIONAL HEALTH INSURANCE AUTHORITY IN EDO STATE

Abstract

In today’s digital age where technology is revolutionizing every aspect of our lives, governments and public
institutions are harnessing the transformative power of e-governance to deliver efficient services and foster
inclusive development. This study examined the impact of e-governance applications on efficient service
delivery in the National Health Insurance Authority (NHIA) in Edo State, Nigeria, specifically investigating
their effects on enrollment processes, complaints handling process, and access to information, while also
identifying the challenges that hinder its application. The study employed a survey design with a sample size of
215 purposively drawn from the population. Primary data was collected through questionnaire administered to
NHIA enrollees and in-depth interviews with NHIA staff to gain insights into the research problem. The study
utilized the Chi-square (χ²) test, and Pearson’s Contingency Coefficient (C) to analyze data, test hypotheses,
and determine the direction of their relationship, respectively. Thus, findings indicated that e-governance
application has significantly enhanced the efficiency of enrollment and complaint processes in NHIA while also
outlining key obstacles mitigating the smooth application of e-governance to include technical issues, digital
literacy gaps, internet connectivity problems, and cybersecurity concerns. Addressing these impediments, the
study recommends improving on the extant e-governance/ICT infrastructure in the NHIA; providing systematic
ICT training for NHIA staff, and establishing partnerships with relevant agencies, such as the Nigerian
Communications Commission (NCC) and the National Information Technology Development Agency (NITDA),
for ICT support.