African Communication Policy (Media/Policy/Social) | 18 March 2009
Evaluating e-Government Services in Urban Slums: A User Satisfaction and Efficiency Assessment in Addis Ababa, Ethiopia
M, e, s, a, f, i, n, t, K, e, b, e, d, e, ,, B, e, l, a, y, D, e, s, t, a, ,, M, e, k, u, r, i, a, Y, i, h, u, g, e, b, ä, r
Abstract
Urban slums in Addis Ababa, Ethiopia present unique challenges for e-Government service delivery due to limited access and digital literacy. A combination of quantitative surveys (\(n=1000)\) and qualitative interviews (\(n=50)\), employing a Likert scale for user satisfaction and time-use analysis for efficiency outcomes. Data were analysed using descriptive statistics and thematic coding for qualitative data. Users reported an average satisfaction score of 7 out of 10, with significant variance in service efficacy across different slums (e.g., Amhara vs. Addis Ababa districts). The mixed-methods approach enabled nuanced insights into user experiences and identified key areas for improvement. Targeted digital literacy programmes and tailored e-Government services are recommended to enhance service efficacy in urban slums. e-Government, citizen engagement, Addis Ababa, urban slums, mixed-methods evaluation