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