EFFECT OF E-GOVERNMENT ON HEALTH SERVICE DELIVERY IN MALAWI

Abstract

This thesis aimed at assessing the effects of e-government on public service delivery. The thesis dwelt on effects of e-government on health service delivery in line with cost and quality of the public service. It adopted qualitative research design in collecting and analysing data. In-depth interviews (IDIs) and Focus Group Discussions (FGDs) were used to collect data where the interview guide was used to ask questions from the purposively selected participants. The study focused on analysing effects of drivers of e-government, e-government mechanisms in health service delivery, benefits of e government initiatives in delivery of public service and the challenges encountered in application of e-government mechanisms in health service delivery. Two theories were used: Unified Theory of Acceptance and Use of Technology (UTAUT) model and Actor Network Theory (ANT). Findings established that application of e-government in health service delivery contributes to reduced operation costs of providing public services, quick service provision, reduced work overload, Covid 19 prevention, promotion of privacy and confidentiality. However, the study established that e government in health service delivery has reduced the benefits some officers were enjoying before e-government. The study therefore concluded that e-government to be effective there is need for joint effort at local councils and implementers of e government initiatives at the health sector.