Transforming public service delivery through e-governance: Evidence from the royal Oman police

Abdul-Aziz Majid Sultan Al-Shukaili; Mohd Dino Khairri Bin Shariffuddin; Rabiul Islam

doi:10.31893/multiscience.2026394

Oman

Keywords:

digital transformation

Abstract

This study is significant as it explores the transformative potential of e-governance on public service delivery within the Royal Oman Police (ROP), supporting Oman’s broader national agenda of modernizing public services through digital innovation. It fills a crucial research gap by focusing on the distinct challenges law enforcement agencies encounter when adopting e-governance, particularly concerning the efficiency of digital platforms, adequacy of ICT infrastructure, and robustness of cybersecurity measures. The main goal is to evaluate how these factors influence the quality and effectiveness of public service delivery by the ROP over the period 2022 to 2024. Anchored in the Technology-Organization-Environment (TOE) Framework, the study utilizes a mixed-methods research design, integrating qualitative interviews with key ROP officials and quantitative surveys from a sample of 300 respondents. Analytical techniques include descriptive statistics to summarize data and multiple regression analysis to assess the relationships among variables. The results reveal that the efficiency of digital platforms and the strength of cybersecurity protocols have a substantial positive impact on service delivery performance, whereas the impact of ICT infrastructure development is comparatively minimal. The multiple regression model accounts for 69% of the variance in service delivery outcomes (R² = 0.69) and meets assumptions of no autocorrelation (Durbin-Watson = 2.16), confirming the model’s robustness. These findings imply that to improve public service delivery within the ROP, strategic emphasis should be placed on optimizing the use of digital platforms and enhancing cybersecurity frameworks. Moreover, the study highlights the need to mitigate challenges such as digital illiteracy among personnel and limitations within infrastructure to fully realize the benefits of e-governance initiatives. Overall, this research offers practical insights and policy recommendations that can aid law enforcement agencies in Oman and similar contexts in successfully navigating digital transformation and advancing public sector service quality through e-governance adoption.
References
1. Abasilim, U. D. (2015). Lack of ICT infrastructure and challenges in e-governance implementation in Nigeria's public service. Acta Universitatis Danubius. Administratio, 7(1), 79-93.
2. Ajiga, D., Okeleke, P. A., Folorunsho, S. O., & Ezeigweneme, C. (2024). Designing cybersecurity measures for enterprise software applications to protect data integrity. Computer Science & IT Research Journal, 5(8). https://doi.org/10.51594/csitrj.v5i8.1451
3. Al Habsi, A. (2021). Government digitalisation strategies: A case study of the Royal Oman Police. Journal of Middle Eastern Public Administration, 19(3), 58-75.
4. Alam, M. S. (2014). Examining the adoption of e-government in developing countries: A case study of Bangladesh. Journal of E-Government Studies and Best Practices, 2014(1), 1-10. https://doi.org/10.5171/2014.123650
5. Alharthi, A. (2020). The adoption of e-government services in the public sector: A study of the Royal Oman Police. International Journal of Public Administration, 43(3), 203-216. https://doi.org/10.1080/01900692.2019.1687758
6. Al-Shaibani, K., & Mohammed, M. (2020). Digital transformation of public services: The role of the Royal Oman Police. International Journal of E-Government Studies, 9(4), 112-127. https://doi.org/10.1108/IJEGS-09-2020-0011
7. Averina, T., Avdeeva, E., & Ghernokleev, A. S. (2023). Methodological aspects of digital platform management. Journal of Digital Transformation, 15(2), 45-60. https://doi.org/10.1016/j.jdt.2023.02.003
8. Batool, S., Gill, S. A., Javaid, S., & Khan, A. J. (2021). Good governance via e-governance: Moving towards digitalization for a digital economy. Review of Applied Management and Social Sciences, 4(4), 823-836. https://doi.org/10.1007/s12163-021-00108-3
9. Chukwudi, C. E., Bello, W., & Adesemowo, M. M. (2023). E-government and democracy: A boost to sustainable development. JPPUMA: Journal of Governance and Political Social UMA, 11(2), 110-118.
10. Dhandar, K. A. (2024). E-government and digital transformation: Investigate the implementation and impact of e-government initiatives on public service delivery, citizen engagement, and administrative efficiency. Gurukul International Multidisciplinary Research Journal, 12(5), 1-15. https://doi.org/10.69758/gimrj/2408ii05v12p0001.
11. Dick-Sagoe, C. (2020). Decentralization for improving the provision of public services in developing countries: A critical review. Cogent Economics & Finance, 8(1), 1-17. https://doi.org/10.1080/23322039.2020.1774392
12. El Ammar, C., & Profiroiu, C. M. (2020). Innovation in public administration reform: A strategic reform through NPM, ICT, and e-governance. Administratie si Management Public, 31(4), 223-239.
13. Ens, N., Hukal, P., & Jensen, T. (2023). Dynamics of control on digital platforms. Journal of Technology Governance, 18(3), 128-141. https://doi.org/10.1108/JTG-08-2023-0214
14. Grigalashvili, V. (2022). E-government and e-governance: Various or multifarious concepts. International Journal of Scientific and Management Research, 5(1), 183-196.
15. -Harthy, M. (2022). E-Governance and its implications for the Royal Oman Police. Oman Journal of Public Administration, 15(1), 22-30.
16. Heeks, R. (2020). Implementing and managing e-government: International challenges. SAGE Publications.
17. Idrus, S. H., Sumartono, E., Wartono, W., Suharto, S., & Syahriar, I. (2024). Harnessing digital transformation for improved public service delivery: Lessons from global administrative practices. Join: Journal of Social Science, 6(2), 122-140. https://doi.org/10.59613/k8s6s859.
18. Jauhari, A., Abd Majid, M. S., Basri, H., & Djalil, M. A. (2020). Are e-government and bureaucratic reform promoting good governance towards a better performance of public organizations? Calitatea, 21(3), 8-18.
19. Koolen, C., Wuyts, K., Joosen, W., & Valcke, P. (2024). From insight to compliance: Appropriate technical and organisational security measures through the lens of cybersecurity maturity models. Comput. Law Secur. Rev., 52, 105914. https://doi.org/10.1016/j.clsr.2023.105914
20. Lee-Geiller, S., & others. (2024). The moderating effect of digital literacy on the link between e-government effectiveness and public trust. Journal of Public Sector Studies, 39(4), 77-93.
21. Lottu, O. A., Jacks, B. S., Ajala, O. A., & Okafor, E. S. (2024). Theoretical frameworks for ICT for development: Impact assessment of telecommunication infrastructure projects in Africa and the U.S. World Journal of Advanced Research and Reviews. https://doi.org/10.30574/wjarr.2024.21.3.0721
22. Milić, M., Borocki, J., & Vekić, A. (2024). The power of ICT infrastructure in fostering innovation. 2024 47th MIPRO ICT and Electronics Convention (MIPRO), 1905-1910. https://doi.org/10.1109/MIPRO60963.2024.10569834
23. Mushka, D. (2024). Digital platforms as tools for modern digital marketing. International Journal of Digital Business, 12(1), 32-47. https://doi.org/10.1016/j.ijdigital.2024.01.004
24. Nevrovskiy, A., & Zincova, M. (2024). Definitions and classifications of digital platforms. Journal of Digital Economy Studies, 7(1), 98-113. https://doi.org/10.1016/j.jdes.2024.01.002
25. Nguyen, V. C. T., & Le, H. (2024). The impact of ICT infrastructure, technological innovation, renewable energy consumption, and financial development on carbon dioxide emission in emerging economies: New evidence from Vietnam. Management of Environmental Quality: An International Journal. https://doi.org/10.1108/meq-09-2023-0325
26. Obiki-Osafiele, A. N., Agu, E. E., & Chiekezie, N. R. (2024). Protecting digital assets in fintech: Essential cybersecurity measures and best practices. Computer Science & IT Research Journal, 5(8). https://doi.org/10.51594/csitrj.v5i8.1449
27. Odusanya, O. S. E., Uroye, A., Onibon, M. G. T., & Efunade, A. O. (2024). An assessment of e-governance impact on public service delivery in Ekiti State, Nigeria. Mitteilungen Klosterneuburg, 7(1), 25-40. https://doi.org/10.61586/nyanx.
28. Olabimitan, A. O., Ogunmodede, K., & Alaba, O. (2025). E-Governance and public service delivery: Evidence from Nigeria. ORGANIZE: Journal of Economics, Management and Finance, 4(1), 110-122. https://doi.org/10.58355/organize.v4i1.149
29. Olusola, O. (2021). The digital divide and technology adoption in public sector organizations: A critical analysis. Journal of Information Technology and Development, 27(2), 159-177. https://doi.org/10.1002/itdj.10223
30. Oman Observer. (2022). Cybersecurity challenges in Oman’s e-governance. Oman Observer. Retrieved from https://www.omanobserver.om
31. Oni, S., Oni, A. A., Ibietan, J., & Deinde-Adedeji, G. O. (2020). E-consultation and the quest for inclusive governance in Nigeria. Cogent Social Sciences, 6(1), 1823601. https://doi.org/10.1080/23311886.2020.1823601
32. Pandey, J. K. (2024). Evaluating public service value within collaborative e-governance: A study in the Indian context. Digital Transformation and Society, 3(2), 197-213. https://doi.org/10.1186/s40820-024-00351-z
33. Rocheston. (2024, October 21). The importance of cybersecurity in e-government. https://u.rocheston.com/the-importance-of-cybersecurity-in-e-government/
34. Shaxnoza, J. (2024). Impact of e-governance on public service efficiency. International Journal of Law and Policy, 5(3), 108-120. https://doi.org/10.59022/ijlp.229.
35. Singh, M. K., & Saxena, R. (2023). Good governance and e-governance. Idealistic Journal of Advanced Research in Progressive Spectrums (IJARPS), 2(12), 19-26. https://doi.org/10.4018/978-1-7998-6452-8.ch007
36. Sinomics Journal. (2024). Digital transformation in public service management. Sinomics Journal, 3(4), 1248.
37. Sirkoi, K. R., Omboto, P., & Musebe, R. (2021). Perceived influence of performance standards on quality public service delivery in national government administration in Elgeyo Marakwet County. East African Journal of Interdisciplinary Studies, 3(1), 116-127. https://doi.org/10.46912/eajis.2021.033012
38. Srite, M., & Karahanna, E. (2006). The role of espoused national cultural values in technology acceptance. MIS Quarterly, 30(3), 679-704. https://doi.org/10.2307/25148757
39. Suri, P. K. (2022). Effectiveness of strategy implementation and e-governance performance. Evaluation and Program Planning, 77, 101-112. https://doi.org/10.1016/j.evalprogplan.2022.101123
40. Tornatzky, L. G., & Fleischer, M. (1990). The process of technological innovation. Lexington Books.
41. Transputec. (2024, September 25). Importance of cybersecurity in public sector. https://www.transputec.com/blogs/cybersecurity-in-public-sector/
42. United Nations. (2022). E-Government Survey 2022: The future of digital government. United Nations Department of Economic and Social Affairs. https://publicadministration.un.org/egovkb/en-us/Reports/UN-E-Government-Survey-2022
43. UpGuard. (2025, July 1). Guarding governance: Cybersecurity in the public sector. https://www.upguard.com/blog/cybersecurity-in-the-public-secto
44. Venkatesh, V., Morris, M. G., Davis, G. B., & Davis, F. D. (2003). User acceptance of information technology: Toward a unified view. MIS Quarterly, 27(3), 425-478. https://doi.org/10.2307/30036540
45. Wang, C., & Teo, T. S. H. (2020). Online service quality and perceived value in mobile government success: An empirical study of mobile police in China. International Journal of Information Management, 50, 44-56. https://doi.org/10.1016/j.ijinfomgt.2019.04.002
46. World Bank. (2020). Digital government: Pathways to create public value. World Bank Group. https://openknowledge.worldbank.org/handle/10986/35167
47. Zeamari, I., & Laurier, W. (2024). Defining digital platforms: A systematic literature review. Journal of Digital Platforms and Innovation, 9(2), 85-101. https://doi.org/10.1007/s40797-024-00124-5
48. Zhang, M., & Bhattacharjee, B. (2024). Evaluating the impact of e-governance on public service delivery: A case study of Bangladesh. Malaysian Journal of Social Sciences and Humanities (MJSSH), 9(9), 2950-2965. https://doi.org/10.47405/mjssh.v9i9.2960.
49. Zhang, Y., & Kimathi, F. A. (2022). Exploring the stages of e-government development from public value perspective. Technology in Society, 68, 101-115. https://doi.org/10.1016/j.techsoc.2022.101433

This work is licensed under a Creative Commons Attribution-NonCommercial-NoDerivatives 4.0 International License.

How to cite

Al-Shukaili, A.-A. M. S., Shariffuddin, M. D. K. B., & Islam, R. (2025). Transforming public service delivery through e-governance: Evidence from the royal Oman police. Multidisciplinary Science Journal, 8(6), 2026394. https://doi.org/10.31893/multiscience.2026394

[1] Abasilim, U. D. (2015). Lack of ICT infrastructure and challenges in e-governance implementation in Nigeria's public service. Acta Universitatis Danubius. Administratio, 7(1), 79-93.

[2] Ajiga, D., Okeleke, P. A., Folorunsho, S. O., & Ezeigweneme, C. (2024). Designing cybersecurity measures for enterprise software applications to protect data integrity. Computer Science & IT Research Journal, 5(8). https://doi.org/10.51594/csitrj.v5i8.1451

[3] Al Habsi, A. (2021). Government digitalisation strategies: A case study of the Royal Oman Police. Journal of Middle Eastern Public Administration, 19(3), 58-75.

[4] Alam, M. S. (2014). Examining the adoption of e-government in developing countries: A case study of Bangladesh. Journal of E-Government Studies and Best Practices, 2014(1), 1-10. https://doi.org/10.5171/2014.123650

[5] Alharthi, A. (2020). The adoption of e-government services in the public sector: A study of the Royal Oman Police. International Journal of Public Administration, 43(3), 203-216. https://doi.org/10.1080/01900692.2019.1687758

[6] Al-Shaibani, K., & Mohammed, M. (2020). Digital transformation of public services: The role of the Royal Oman Police. International Journal of E-Government Studies, 9(4), 112-127. https://doi.org/10.1108/IJEGS-09-2020-0011

[7] Averina, T., Avdeeva, E., & Ghernokleev, A. S. (2023). Methodological aspects of digital platform management. Journal of Digital Transformation, 15(2), 45-60. https://doi.org/10.1016/j.jdt.2023.02.003

[8] Batool, S., Gill, S. A., Javaid, S., & Khan, A. J. (2021). Good governance via e-governance: Moving towards digitalization for a digital economy. Review of Applied Management and Social Sciences, 4(4), 823-836. https://doi.org/10.1007/s12163-021-00108-3

[9] Chukwudi, C. E., Bello, W., & Adesemowo, M. M. (2023). E-government and democracy: A boost to sustainable development. JPPUMA: Journal of Governance and Political Social UMA, 11(2), 110-118.

[10] Dhandar, K. A. (2024). E-government and digital transformation: Investigate the implementation and impact of e-government initiatives on public service delivery, citizen engagement, and administrative efficiency. Gurukul International Multidisciplinary Research Journal, 12(5), 1-15. https://doi.org/10.69758/gimrj/2408ii05v12p0001.

[11] Dick-Sagoe, C. (2020). Decentralization for improving the provision of public services in developing countries: A critical review. Cogent Economics & Finance, 8(1), 1-17. https://doi.org/10.1080/23322039.2020.1774392

[12] El Ammar, C., & Profiroiu, C. M. (2020). Innovation in public administration reform: A strategic reform through NPM, ICT, and e-governance. Administratie si Management Public, 31(4), 223-239.

[13] Ens, N., Hukal, P., & Jensen, T. (2023). Dynamics of control on digital platforms. Journal of Technology Governance, 18(3), 128-141. https://doi.org/10.1108/JTG-08-2023-0214

[14] Grigalashvili, V. (2022). E-government and e-governance: Various or multifarious concepts. International Journal of Scientific and Management Research, 5(1), 183-196.

[15] -Harthy, M. (2022). E-Governance and its implications for the Royal Oman Police. Oman Journal of Public Administration, 15(1), 22-30.

[16] Heeks, R. (2020). Implementing and managing e-government: International challenges. SAGE Publications.

[17] Idrus, S. H., Sumartono, E., Wartono, W., Suharto, S., & Syahriar, I. (2024). Harnessing digital transformation for improved public service delivery: Lessons from global administrative practices. Join: Journal of Social Science, 6(2), 122-140. https://doi.org/10.59613/k8s6s859.

[18] Jauhari, A., Abd Majid, M. S., Basri, H., & Djalil, M. A. (2020). Are e-government and bureaucratic reform promoting good governance towards a better performance of public organizations? Calitatea, 21(3), 8-18.

[19] Koolen, C., Wuyts, K., Joosen, W., & Valcke, P. (2024). From insight to compliance: Appropriate technical and organisational security measures through the lens of cybersecurity maturity models. Comput. Law Secur. Rev., 52, 105914. https://doi.org/10.1016/j.clsr.2023.105914

[20] Lee-Geiller, S., & others. (2024). The moderating effect of digital literacy on the link between e-government effectiveness and public trust. Journal of Public Sector Studies, 39(4), 77-93.

[21] Lottu, O. A., Jacks, B. S., Ajala, O. A., & Okafor, E. S. (2024). Theoretical frameworks for ICT for development: Impact assessment of telecommunication infrastructure projects in Africa and the U.S. World Journal of Advanced Research and Reviews. https://doi.org/10.30574/wjarr.2024.21.3.0721

[22] Milić, M., Borocki, J., & Vekić, A. (2024). The power of ICT infrastructure in fostering innovation. 2024 47th MIPRO ICT and Electronics Convention (MIPRO), 1905-1910. https://doi.org/10.1109/MIPRO60963.2024.10569834

[23] Mushka, D. (2024). Digital platforms as tools for modern digital marketing. International Journal of Digital Business, 12(1), 32-47. https://doi.org/10.1016/j.ijdigital.2024.01.004

[24] Nevrovskiy, A., & Zincova, M. (2024). Definitions and classifications of digital platforms. Journal of Digital Economy Studies, 7(1), 98-113. https://doi.org/10.1016/j.jdes.2024.01.002

[25] Nguyen, V. C. T., & Le, H. (2024). The impact of ICT infrastructure, technological innovation, renewable energy consumption, and financial development on carbon dioxide emission in emerging economies: New evidence from Vietnam. Management of Environmental Quality: An International Journal. https://doi.org/10.1108/meq-09-2023-0325

[26] Obiki-Osafiele, A. N., Agu, E. E., & Chiekezie, N. R. (2024). Protecting digital assets in fintech: Essential cybersecurity measures and best practices. Computer Science & IT Research Journal, 5(8). https://doi.org/10.51594/csitrj.v5i8.1449

[27] Odusanya, O. S. E., Uroye, A., Onibon, M. G. T., & Efunade, A. O. (2024). An assessment of e-governance impact on public service delivery in Ekiti State, Nigeria. Mitteilungen Klosterneuburg, 7(1), 25-40. https://doi.org/10.61586/nyanx.

[28] Olabimitan, A. O., Ogunmodede, K., & Alaba, O. (2025). E-Governance and public service delivery: Evidence from Nigeria. ORGANIZE: Journal of Economics, Management and Finance, 4(1), 110-122. https://doi.org/10.58355/organize.v4i1.149

[29] Olusola, O. (2021). The digital divide and technology adoption in public sector organizations: A critical analysis. Journal of Information Technology and Development, 27(2), 159-177. https://doi.org/10.1002/itdj.10223

[30] Oman Observer. (2022). Cybersecurity challenges in Oman’s e-governance. Oman Observer. Retrieved from https://www.omanobserver.om

[31] Oni, S., Oni, A. A., Ibietan, J., & Deinde-Adedeji, G. O. (2020). E-consultation and the quest for inclusive governance in Nigeria. Cogent Social Sciences, 6(1), 1823601. https://doi.org/10.1080/23311886.2020.1823601

[32] Pandey, J. K. (2024). Evaluating public service value within collaborative e-governance: A study in the Indian context. Digital Transformation and Society, 3(2), 197-213. https://doi.org/10.1186/s40820-024-00351-z

[33] Rocheston. (2024, October 21). The importance of cybersecurity in e-government. https://u.rocheston.com/the-importance-of-cybersecurity-in-e-government/

[34] Shaxnoza, J. (2024). Impact of e-governance on public service efficiency. International Journal of Law and Policy, 5(3), 108-120. https://doi.org/10.59022/ijlp.229.

[35] Singh, M. K., & Saxena, R. (2023). Good governance and e-governance. Idealistic Journal of Advanced Research in Progressive Spectrums (IJARPS), 2(12), 19-26. https://doi.org/10.4018/978-1-7998-6452-8.ch007

[36] Sinomics Journal. (2024). Digital transformation in public service management. Sinomics Journal, 3(4), 1248.

[37] Sirkoi, K. R., Omboto, P., & Musebe, R. (2021). Perceived influence of performance standards on quality public service delivery in national government administration in Elgeyo Marakwet County. East African Journal of Interdisciplinary Studies, 3(1), 116-127. https://doi.org/10.46912/eajis.2021.033012

[38] Srite, M., & Karahanna, E. (2006). The role of espoused national cultural values in technology acceptance. MIS Quarterly, 30(3), 679-704. https://doi.org/10.2307/25148757

[39] Suri, P. K. (2022). Effectiveness of strategy implementation and e-governance performance. Evaluation and Program Planning, 77, 101-112. https://doi.org/10.1016/j.evalprogplan.2022.101123

[40] Tornatzky, L. G., & Fleischer, M. (1990). The process of technological innovation. Lexington Books.

[41] Transputec. (2024, September 25). Importance of cybersecurity in public sector. https://www.transputec.com/blogs/cybersecurity-in-public-sector/

[42] United Nations. (2022). E-Government Survey 2022: The future of digital government. United Nations Department of Economic and Social Affairs. https://publicadministration.un.org/egovkb/en-us/Reports/UN-E-Government-Survey-2022

[43] UpGuard. (2025, July 1). Guarding governance: Cybersecurity in the public sector. https://www.upguard.com/blog/cybersecurity-in-the-public-secto

[44] Venkatesh, V., Morris, M. G., Davis, G. B., & Davis, F. D. (2003). User acceptance of information technology: Toward a unified view. MIS Quarterly, 27(3), 425-478. https://doi.org/10.2307/30036540

[45] Wang, C., & Teo, T. S. H. (2020). Online service quality and perceived value in mobile government success: An empirical study of mobile police in China. International Journal of Information Management, 50, 44-56. https://doi.org/10.1016/j.ijinfomgt.2019.04.002

[46] World Bank. (2020). Digital government: Pathways to create public value. World Bank Group. https://openknowledge.worldbank.org/handle/10986/35167

[47] Zeamari, I., & Laurier, W. (2024). Defining digital platforms: A systematic literature review. Journal of Digital Platforms and Innovation, 9(2), 85-101. https://doi.org/10.1007/s40797-024-00124-5

[48] Zhang, M., & Bhattacharjee, B. (2024). Evaluating the impact of e-governance on public service delivery: A case study of Bangladesh. Malaysian Journal of Social Sciences and Humanities (MJSSH), 9(9), 2950-2965. https://doi.org/10.47405/mjssh.v9i9.2960.

[49] Zhang, Y., & Kimathi, F. A. (2022). Exploring the stages of e-government development from public value perspective. Technology in Society, 68, 101-115. https://doi.org/10.1016/j.techsoc.2022.101433

Abstract

References

How to cite