Digital Technologies and Public Service Delivery in Lagos State: A Mixed-Methods Analysis of Residency Registration

Abstract

This study examines the impact of digital technologies on public service delivery and user satisfaction in residency registration at the Lagos State Residents Registration Agency. Anchored in the Technology Acceptance Model and e-governance theory, the study employs a mixed-methods design, comprising a cross-sectional survey of 220 agency staff and qualitative interviews with key personnel. Quantitative data were analysed using SPSS, while qualitative data were analysed through thematic analysis. The findings indicate that digital technologies have significantly improved service efficiency and user satisfaction in residency registration processes. However, infrastructural limitations, inadequate technical capacity, and unstable internet connectivity continue to constrain effective implementation. The study emphasises the significance of institutional readiness for achieving successful digital transformation in the public sector, highlighting the necessity for sustained investment in digital infrastructure, targeted policy reforms, and ongoing capacity-building. These measures are essential for enhancing public service delivery and strengthening digital governance in Lagos State and Nigeria more broadly.