Assessing the impact of digital technologies on service delivery in local government

Abstract

Background: The purpose of this study is to assess the impact of digital technologies on local government service delivery with a focus on digitalisation and the digital revolution, in the wake of a global digital revolution which is transforming many countries across the globe.

Aim: To understand the potential benefits and challenges of digital transformation in local government.

Methods: The qualitative research methods are employed for this study, primarily through the application of systematic literature review as well as secondary data analysis. The secondary data were collected and assessed to examine e-governance initiatives. The study used Google Scholar, ISI, ProQuest and Scopus search engines to locate these studies using keywords such as e-government, local government, service delivery and digital transformation.

Results: The findings of this study reveal that the digital transformation in local government provides greater accessibility to local government, improved service delivery and the improvement of overall citizen participation in South African municipalities.

Conclusion: This study concludes that digital transformation presents chances to enhance service provision and good governance. However, achieving this will require addressing challenges related to the adoption of digital technology in local government. Therefore, local government must invest in infrastructure and the development of digital skills.

Contribution: This article has the potential to add to theory, policy and practice in terms of e-government and digital technologies in local government in the South African context.