Enhancing Service Delivery through E-Governance: Exploring Customer Satisfaction in Ghana's Public Sector

Despite emerging consensus on the positive impact of e-governance adoption on service delivery, the implications for customer satisfaction remain under-researched, especially in sub-Saharan Africa. This study investigates how implementing e-governance affects customer satisfaction in three central public agencies: the Registrar General's Department (RGD), the Passport Office (PO), and the Driver and Vehicle Licensing Authority (DVLA). Employing a qualitative approach, it examines user experiences and service impacts through interviews with 60 staff and customers. Results show that e-governance systems generally enhance satisfaction by increasing access, convenience, and efficiency. Customers reported shorter wait times, easier website access, and more streamlined processes. Nonetheless, some issues persist, such as limited system reliability and low digital literacy among the population. The study concludes that e-governance positively influences service delivery and satisfaction in these institutions. Recommendations include improving user interface usability and adding language options to facilitate better access. The findings contribute to understanding e-governance performance in Ghana's public sector and suggest pathways for ongoing service improvements. Additionally, the research extends beyond simple technology implementation models by emphasising the importance of institutional adaptability and citizen trust for customer satisfaction, rather than relying solely on technology deployment.