THE IMPACT OF DIGITALIZATION ON IMPROVING SERVICES FOR LOCAL GOVERNMENT IN KIGALI CITY A CASE STUDY OF KINYINYA SECTOR PERIOD 2018-2024

Abstract

The aim of this study is to analyze the impact of digitalization in improving services for local government in Kigali city, a case study of Kinyinya sector, period 2018-2023, the objective of the study is to To analyze the implementation of digital tools in service delivery within Kinyinya Sector, Kigali City, with a focus on identifying the types of digital technologies adopted and their impact on enhancing the efficiency and effectiveness of local government services, to evaluate the effectiveness of digitalization initiatives in improving citizen engagement in Kinyinya Sector, Kigali City, by assessing the extent to which digital platforms and communication channels have facilitated increased participation, feedback, and collaboration between residents and local government authorities, To assess the challenges and opportunities encountered during the digitalization process in Kinyinya Sector, Kigali City, with the aim of identifying key barriers, constraints, and lessons learned that can inform future digital transformation efforts in similar urban contexts.This dissertation structured into four distinct chapters, each serving a specific purpose in addressing the research objectives and presenting findings related to the impact of digitalization on local government services in Kinyinya Sector, Kigali City, from 2018 to 2023.Chapter one: General introduction, this chapter provide an overview of the research topic, outlining the background of the study, problem statement, objectives, research questions, scope, significance, and structure of the dissertation. It set the stage for the subsequent chapters by introducing the reader to the context and importance of the study. Table 4.16. presents the information on how digitalization help for Transparency and accountability in local decision, 55.3% of respondent confirmed strong agree that digitalization help for Transparency and accountability in local decision,, and 44.7% of respondents confirmed agree that digitalization help for Transparency and accountability in local decision. Many factors are origin of improving services in loac government better digitalization is main cause of offer good services from gevernment leaders. with the data collected from the field researcher confirmed that all objective of this study were achieved and the hypothesis were verified and confirmed. Based on the finding the researcher would suggest that the Kinyinya sector could establish the followings issues that help to increase offered good services to its population trained the leader of villages and its population in relate to digitalization, increase the resources related to information communication technology.