The Impact of E-Governance Technologies on Public Service Delivery: Insights from e-Albania

Abstract

The study evaluates the impact of e-Albania, a digital governance platform launched in 2015, on public service delivery in Albania. By digitizing critical services such as tax filings and business registrations, the study assesses the platform`s influence on efficiency, transparency, and citizen satisfaction. A mixed-methods approach, combining surveys of 300 users and interviews with 20 public officials, examines technological enablers, including cloud computing, API integrations, and cybersecurity, in reshaping citizen-public administration interactions. Results reveal an 85% user satisfaction rate, significant improvements in service accessibility and efficiency, and reduced administrative bottlenecks. Challenges persist in bridging the digital divide, particularly for rural populations and individuals with limited digital literacy. While the study focuses on Albania as a single case, future research could explore comparative studies or assess long-term impacts of similar platforms regionally. Recommendations include enhancing digital inclusion, strengthening infrastructure resilience, and scaling e-Albania to ensure equitable access to public services. This study underscores the transformative potential of digital platforms in fostering trust, transparency, and citizen engagement while addressing structural inequalities in public administration. By focusing on e-Albania as a case study, it contributes valuable insights to the field of digital governance and public service improvement.