The Impact of E-Government Systems on Public Service Delivery: The Mediating Role of Employee Competence and the Moderating Effect of Organizational Support

Abstract

Implementing e-government systems has expressively changed public service delivery by enhancing efficiency, transparency, and accessibility. However, the effectiveness of these automatic and IT-based systems depends on strategic organizational factors, particularly employee competence and organizational support. This research study examines the impact of e-government systems on public service delivery, with a focus on the mediating role of employee competence and the moderating influence of organizational support. By a quantitative approach, data were collected from 204 public sector personnel and analyzed through Structural Equation Modeling (SEM) on different quantitative software. The research outcomes indicate that although e-government systems contribute to enhanced employee competence, their direct effect on public service delivery is unexpectedly negative. Employee competence plays a partial mediating role in enhancing service delivery, whereas organizational support significantly moderates this relationship, and also mitigates the negative impact of e-government systems. These results highlight the necessity of inclusive training programs, leadership commitment, and adaptive policies to exploit the benefits of digital governance. The research study provides practical insights for legislators and administrators to optimize e-government initiatives for better public service outcomes.