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.
Keywords: digital transformation; e-services; local government; public-private partnerships; service delivery.
Introduction
The effective implementation of digital technologies is important for transformation in South African local government. It is well documented that the 21st century is providing the implementation of digital technologies at an alarming rate. Their emergence promotes effectiveness, efficiency, accountability, and transparency of public services and internal governance (Shibambu 2024). Information and communication technology (ICT) can alleviate poverty and empower people, enhance socio-economic well-being and strengthen democratic institutions. However, realising these benefits requires effective implementation and use of technology (Naidoo 2012). Since the 1960s, the South African government has invested in ICT to automate government services and enhance accessibility.
Adopting digital technologies can enhance the efficiency and effectiveness of government operations, including service delivery (Shava & Vyas-Doorgapersad 2019). Additionally, Munzhedzi and Phago (2020) pointed out that failure to adapt to technological developments can hinder progress in addressing developmental challenges. While local governments in South Africa face challenges such as poor service delivery, low citizen participation and inefficient urban planning (Amara 2019), digital technologies offer a potential solution. However, the slow adoption of digital transformation, hindered by financial constraints, skills gaps and a lack of political will, has limited the ability of local governments to align with international governance standards (Shava & Vyas-Doorgapersad 2019). While many countries have leveraged e-services and e-government services to improve service delivery and administration, South Africa has lagged (Aruleba & Jere 2022). According to Maremi, Thulare and Herselman (2022), South Africa is still lagging and experiencing challenges in creating a completely digital government. These challenges include poverty, inequality, corruption, insecurity, illiteracy and skills shortage. Moreover, the growing theft of copper cables has affected the implementation of e-government initiatives negatively (Naidoo 2012).
While local governments have traditionally relied on paper-based methods and face-to-face interactions for service delivery, the digital age presents an opportunity to transform how services are delivered. The adoption of digital technologies, such as online portals, mobile apps and data analytics, can assist local governments in streamlining administrative processes, increasing transparency and enhancing citizen engagement (Enaifoghe & Ndebele 2023). This is reflected in Polokwane local municipality where the adoption of digital technologies has improved efficiency, transparency and enhanced citizen engagement to ensure the municipality understands the specific needs of citizens and communities within the municipality (Shava & Vyas-Doorgapersad 2022). However, challenges remain prevalent in this municipality, because of issues such as digital illiteracy, uneven Internet access and concerns about data privacy which are driven by fear of unknown dangers of digital technologies (Malomane 2021). It is a known fact that in the province of Limpopo, many citizens lack reliable Internet access and connectivity which limits their ability to use digital technologies employed by municipalities within the province aimed at enabling them to report service delivery issues or pay bills online (Polokwane Local Municipality 2023). This is a factor which exacerbates existing inequalities in service delivery and subsequently undermines efforts of the municipality to adopt digital technologies to improve accountability, transparency and access to services (Nzimakwe 2021).
Therefore, this study aims to investigate the role of e-government in transforming local government service delivery in South Africa. To achieve the objective of this study, the author(s) will firstly discuss the state of e-government in South Africa. Secondly, the article examines the barriers and challenges faced by local governments in adopting and implementing e-government initiatives. Thereafter, the article explored the potential benefits of e-government in transforming local government service delivery such as increased efficiency, transparency, accountability and citizen engagement. In addition, the literature review will review literature on digital technologies, e-government initiatives and digital transformation in the South African local government.
Literature review
E-government comprises e-Democracy, e-Service and e-Citizen to empower citizens to take part in policy decisions (Blom & Uwizeyimana 2020). E-government effectively provides citizens with online tools for accessing government resources and information (Kumar 2018).
Digital transformation in South African perspective
Digital transformation is a crucial aspect of modern governance in South Africa. As defined by Nkgapele (2023), digital transformation involves leveraging digital technologies to improve service delivery, citizen experience and internal processes. Similarly, Mohale (2024) defines it as the use of technology to enhance service delivery models, institutional culture and citizen experience and needs. In South Africa, the Department of Public Service Administration (DPSA 2021) defines digital transformation as the leveraging of technology to improve government services, ensure accessible digital solutions, connect South Africa and broaden postal services. Many municipalities across South Africa have embarked on digital transformation initiatives to improve service delivery and enhance citizen engagement. This study defines digital transformation as the adoption and use of digital technologies to improve the efficiency and effectiveness of government services. The roots of digital transformation in South Africa can be traced back to the early 1990s when computer systems and landline telecommunication systems were used in conjunction with traditional governing methods (Malomane 2021). Against the backdrop of apartheid’s history of discrimination, digital transformation has emerged as a powerful tool for ensuring equitable access to government services and levelling the playing field for all South Africans (Maremi et al. 2022). In 1998, the Government Communication and Information System (GCIS) was established as a government department responsible for improving information dissemination, coordinating e-government initiatives and overseeing digital transformation to facilitate better citizen engagement through digital technology (DPSA 2021).
These efforts at digital transformation have been assisted by the integrated approach and strengthened through the formation of the State Information Technology Agency (SITA) within the DPSA to coordinate, integrate and drive ICT services for government departments and entities. The SITA plays a critical role in supporting digital transformation initiatives across South African municipalities, enabling the effective implementation of e-government services and platforms (DPSA 2021). The adoption of digital transformation in South African municipalities has the potential to improve service delivery, increase transparency and accountability, and enhance citizen engagement (Nzimakwe 2021). However, challenges related to digital literacy, uneven Internet access and data privacy concerns must be addressed to ensure that digital transformation benefits all citizens (Malomane 2021). Various municipalities across South Africa have embarked on digital transformation initiatives to enhance service delivery and citizen engagement. For instance, the City of Johannesburg has implemented the ‘Joburg Connect’ e-services portal, enabling citizens to access and pay for municipal services online (City of Johannesburg 2022).
The coronavirus disease 2019 (COVID-19) pandemic has been a catalyst for digital transformation in South African municipalities, exposing the limitations of traditional governance systems and the need for innovation and adaptation. During this time, municipalities implemented online service delivery models, such as e-government systems, to minimise face-to-face and physical interactions and ensure the continuity of government services (Mohale 2024). This also underscored the important role of digital transformation in enhancing service delivery, as it required minimal face-to-face and physical interactions; however, through digital technologies and transformation, the impact of COVID-19 was mitigated (Blom & Uwizeyimana 2022). Local government implemented online service delivery models through e-government systems such as government-to-government (G2G), government to citizen (G2C) and government to business (G2B) to continue interacting with government departments, citizens and businesses using online platforms (Jakoet-Salie 2020). In addition, during this period, state entities and government departments worked remotely to enable business continuity (Mohale 2024). The Department of Higher Education and Training rapidly implemented a fully fledged online learning system, utilising video conferencing tools and digital assessment methods, enabling students to continue their education remotely (Mhlanga & Moloi 2020). This transition demonstrates the potential of digital transformation to overcome physical barriers and ensure continuity in critical services during emergencies.
One of the initiatives was the launch of the ‘Polokwane Reaga e-service portal’ which allows residents to access municipal services such as water and electricity payments, rates queries and metre readings online (Polokwane Local Municipality 2023). This initiative helped the municipality maintain essential service delivery while reducing the risk of COVID-19 transmission through in-person interactions. Moreover, it enhanced efficiency by providing citizens with convenient and accessible services, improving customer satisfaction and reducing the burden on municipal staff in the midst of a pandemic and digital revolution (Blom & Uwizeyimana 2020). In addition to the education sector, other municipalities also implemented digital transformation initiatives during the pandemic. A notable example is the City of Tshwane which launched an online platform for registering and paying for municipal services, including water and electricity (City of Tshwane 2021). This initiative not only helped maintain service delivery during the pandemic but also improved efficiency and convenience for residents, enabling them to access essential services without physically visiting municipal offices. Finally, the eThekwini Municipality implemented a virtual consultation system for urban planning and development applications, allowing citizens to engage with the municipality and provide feedback on proposed projects remotely (eThekwini Municipality 2021). This initiative improved public participation in urban planning processes and ensured the continuity of critical decision-making processes during the pandemic. Altogether, these digital transformation initiatives have assisted municipalities in the process of provisioning services to citizens and fostering citizen engagement and participation during COVID-19 and beyond.
Theoretical framework
This article adopts the digital governance theory as the theoretical lens to understand the role of e-government in transforming local government service delivery in South Africa. The theory was developed by Manuel Castell and later refined by other scholars such as Patrick Dunleavy (Loukis 2022). The digital governance theory advocates for the use of digital technology and informatics that will enhance the efficiency and effectiveness of local government. The theory highlights the potential of digital technology as a mechanism to enhance government and governance processes and outcomes, with a notable example being how e-services can streamline administrative processes to reduce the traditional paper-based processes and administration while also improving communication between municipalities and citizens (Faloye & Ajayi 2022). The digital governance theory also suggests that the use of digital technologies is advantageous to local governments through the introduction of automation which is assistive in terms of resource and time management and the use of ICT as an element that can enable digital transformation (Faloye & Ajayi 2022), with outcomes such as improved citizen engagement, communication platforms and enhanced transparency, accountability and responsiveness.
Local governments in South Africa can leverage digital governance theory to guide their e-government strategies, with the aim of enhancing service delivery and improving the efficiency of local government administration (Nzimakwe 2021). The adoption of the digital governance theory in South African local government through the use of digital technologies will reduce costs and time constraints associated with traditional service delivery models while improving the quality of service delivery provided by local government. Loukis (2022) suggests local governments can use e-government as a construct of the digital governance theory to broaden the landscape in terms of communication and citizen engagement as these processes are simplified by digital technologies. In addition, Faloye and Ajayi (2022) argue that the digital governance theory improves transparency, accountability and responsiveness of municipalities through the leveraging of accessible and user-friendly services and systems which are blended with traditional methods and mechanisms such as customer service consultants to help citizens who are not technologically savvy.
Methodology
The article employs a qualitative case study design and qualitative research methods. This study adopted a secondary data analysis approach, drawing on existing datasets and scholarly literature to explore the role of e-government in transforming local government service delivery in South Africa. These data were gathered from a variety of sources, including academic journals, government documents, news articles and policy papers. 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.
Data identification
Data for this study was identified by conducting a comprehensive search using multiple search engines, including Google Scholar, ISI, ProQuest and Scopus. However, the process was difficult as some search engines require a subscription and payment to access. The search focussed on locating relevant research studies and other documents that could provide insight into the role of e-government initiatives in transforming local government service delivery in South Africa. Keywords used in the search included e-government, digital transformation and local government service delivery.
Inclusion criteria
In order to achieve the objective of this article, a unique selection criteria was developed to identify relevant articles and documents for review. Which included articles and documents on relevant titles, themes and keywords such as digital transformation, digital technologies, the impact of e-government on citizen engagement, service delivery, transparency and accountability in local government using the criteria of a total of 52 articles and documents were identified through a comprehensive literature search on Google Scholar, ISI, ProQuest, ResearchGate and Scopus. Twenty-five relevant articles and documents were identified for further review as they covered a range of topics, themes and keywords which are central to the study.
Data screening
The screening of data was conducted by the authors using various publications such as books, book chapters, conference proceedings and journals. The screening was carried out in accordance with the inclusion criteria and the types of documents to be excluded. The titles and keywords of the publications were examined to determine their relevance to the topic of the role of e-government in transforming local government service delivery in South Africa. The initial literature search resulted in the collection of 106 documents which include duplicate and irrelevant documents. However, through screening and application of the inclusion criteria, there are 25 documents qualified for review (Table 1).
| TABLE 1: Sources identified for analysis. |
Findings
The impact of digital transformation on service delivery
The impact of digital transformation on service delivery has been demonstrated in various municipalities in South Africa. Several South African municipalities have successfully implemented digital transformation initiatives that have positively impacted service delivery (Shibambu 2024). For instance, the City of Tshwane introduced an e-service portal, enabling residents to access municipal services such as water and electricity payments, rate queries and metre readings online (City of Tshwane 2021). On the other hand, the City of Cape Town has adopted a number of digital transformation initiatives, including the ‘Smart Cape’ project, which uses technology to optimise service delivery and improve residents’ quality of life. One aspect of the project is the ‘Smart Water’ initiative, which uses sensors and data analysis to identify and address water wastage and leaks. This initiative has resulted in reduced water losses and improved water management within the municipality (City of Cape Town MM 2022). Another municipality that has leveraged digital transformation to enhance service delivery is the City of Johannesburg. The municipality launched the ‘Joburg Connect’ e-services portal, allowing citizens to access and pay for municipal services online (City of Johannesburg 2022). This initiative has reduced the need for in-person visits to municipal offices, improving efficiency and convenience.
The benefits and challenges of digitalisation in public service delivery
The elements of digitalisation can be categorised into three main sections: benefits, challenges and success factors (Figure 1). This categorisation provides a visual representation of the various aspects associated with digitalisation and highlights the need to address challenges while leveraging opportunities for success (Latupeirissa et al. 2024). Digitalisation has the potential to transform and revolutionise governance and service delivery in South Africa, particularly for local government and all other spheres and departments (Ncamphalala 2019). The benefits of digitalisation in public service delivery are evident in various aspects from improved efficiency and transparency to enhanced citizen satisfaction (Apleni & Smuts 2020). Notable examples of this are illustrated in the case of the City of Cape Town Metropolitan municipality where service delivery and governance have been upgraded in line with digitalisation; hence, the new system of digitalisation allows citizens to make service requests and track service requests online (City of Cape Town MM 2022).
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FIGURE 1: The characterisation of digitalization (challenges, benefits and determinants of success). |
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This phenomenon from a perspective of financial management processes simplifies the governance and management as the municipality is able to monitor revenue collection in real time which improves financial transparency and accountability (Terrance 2023). This digital system is interconnected with other initiatives such as the smart cape initiative which integrates various digital technologies which are aimed at enhancing waste management, traffic management and public safety (Nzimakwe 2021). The City of Cape Town Metropolitan Municipality is a perfect illustration of the benefits of digitalisation through these initiatives which have yielded results such as improved service delivery and quality of life for citizens.
All of these support the argument that digitalisation simplifies government processes and service delivery (Alvarenga et al. 2020). Importantly, the benefits of digitalisation in public service delivery are not uniform across government departments, spheres and municipalities with some areas seeing more significant improvements than others (Androniceanu 2023). Factors such as the level of digital infrastructure, public awareness and commitment to digitalisation tend to influence the success of these initiatives (Latupeirissa et al. 2024). Moreover, the type of digitalisation implemented tends to affect the nature and extent of benefits as seen with digitalisation projects implemented by metropolitan municipalities which often show a greater impact on service delivery and citizen satisfaction compared to local municipalities like Polokwane local municipality (Polokwane local municipality 2023).
Challenges of digital technology adoption in local governments
Despite the potential benefits of digital technologies, their adoption and effective implementation in local governments face significant challenges ranging from unequal access to digital technologies and cultural resistance to change (Aruleba & Jere 2022). Apleni and Smuts (2020) assert that it is crucial to address these challenges to ensure that digital technologies enhance service delivery and governance.
Digital divide
One major hurdle is the digital divide, which limits access to digital technologies and skills, particularly in underserved communities. Faloye and Ajayi (2022) define the digital divide as unequal access to digital technologies which is a challenge that hinders public service delivery in local governments. The digital divide has tangible impacts on the delivery of essential services in local government. Citizens affected by the digital divide tend to struggle with access to information on government programmes and initiatives such as rebates, indigent schemes and service delivery intervention programmes (Enaifoghe & Ndebele 2023). This lack of access in many municipalities has led to a reduction in the effectiveness of these programmes and subsequently the decrease in citizen satisfaction with local government services which breeds poor citizen participation (Nzimakwe 2021). The digital divide is an inequality which is prevalent in many low-income communities and plays a significant role in exacerbating existing socio-economic inequalities and marginalising the poor. The Sengu local municipality in the Eastern Cape is a prime example of the impact of the digital divide on service delivery. The municipality is 83.5% rural with a population of 147 703, and 41% of these people are part of the economically active population (EAP); however, 31.8% of this population is unemployed (Sengu Local Municipality 2022). This creates a situation where citizens struggle with financial resources that limits them from owning digital devices or reliable Internet connections which reduces their ability to access digital services and engage with their local government. This situation does not only hinder the delivery of services but has resulted in a lack of trust in government and e-government initiatives as citizens tend to feel that these efforts are not addressing their needs or concerns but are designed to assist a certain part of the community (Shava 2022).
Cultural resistance
Cultural resistance refers to the psychological, social and organisational factors that impede the acceptance, adoption and success of the implementation of new technologies within an organisation (Mkhonto 2020). Cultural resistance to new digital technologies manifests in various ways that hinder their adoption in local government. Mathane et al. (2022) argue that many citizens are accustomed to traditional forms of service delivery and tend to be reluctant to embrace digital services because of unfamiliarity with new technologies, especially in rural areas where traditional methods and forms of service delivery are deeply entrenched. This lack of familiarity can lead to suspicion and mistrust of digital technologies and e-government initiatives, and this hinders their uptake and usage (Mkhonto 2020). On the other hand, municipal employees and government officials tend to resist digital transformation initiatives because of the fear of job loss (as officials tend to worry that new systems and technologies are designed to replace human beings through automation), and a lack of understanding of the benefits of effective implementation of digital technologies (Benyera 2022). For instance, in the City of Tshwane, officials initially resisted the introduction of the e-tendering central portal which would automate the tendering processes, because of the fear that the new system would compromise their decision-making power (City of Tshwane MM 2021). Mohale (2024) indicates that cultural resistance from citizens is because of the reliability and security of digital technologies. This resistance to change can hamper efforts to modernise and simplify service delivery and achieve the benefits of digital technologies.
Limited government funding
Local governments are currently undergoing a period of rapid transformation, with digital platforms becoming increasingly essential for streamlining and sustaining operations (Shibambu 2024). However, many government organisations still lack the robust infrastructure necessary to provide seamless digital experiences for citizens and other stakeholders, especially at the local level (Jakoet-Salie 2020; Ncamphalala 2019). Mohale (2024) argues that local governments are often faced with budgetary constraints because of the inability of many municipalities to generate revenue which limits their ability to invest in new technologies in local governments. Additionally, limited funding tends to limit training and capacity building for government officials (Terrance 2023). Without adequate training and resources, officials tend to struggle to effectively implement and use digital technologies, which results in reduced efficiency and effectiveness (Luthuli et al. 2019). For example, in Mogale City Local Municipality in Gauteng, budgetary constraints have prevented the municipality from upgrading its outdated IT systems, hindering efforts to modernise service delivery and improve efficiency (Mogale City LM, 2022).
The lack of regulatory frameworks and policies
Ncamphalala (2019) indicates that another barrier to the adoption of digital technologies in local government is the lack of supportive policies and regulations. Without clear policies and regulations governing the use and implementation of digital technologies, local governments tend to be hesitant to invest in new systems or adopt innovative practices as they carry uncertainties in terms of the legal and regulatory implications of digital initiatives (Mathane et al. 2024). These uncertainties often lead to delays in implementation or abandonment of promising initiatives. In addition, the lack of supportive policies can create an inconsistent approach to digital technology adoption across different local governments. This lack of regulatory frameworks and policies extends to data management and privacy. Many municipalities tend to be hesitant to collect and use citizen data for decision-making because of legislative prescripts such as the Protection of Personal Information Act (Maremi et al. 2022). For instance, in the City of Cape Town Metropolitan Municipality, the absence of a clear policy on data privacy has played a role in limiting the municipality’s ability to leverage citizen data for smart water management because of concerns over potential privacy violations and data breaches (City of Cape Town MM 2022).
The lack of adequate technological infrastructure
Digital technologies rely on reliable technological infrastructure and Internet connectivity for effective implementation and use in local governments. However, in the case of South Africa, many local municipalities struggle with technological infrastructure (Nel-Sanders & Malomane 2022). Most local governments are dependent on intergovernmental grants and equitable shares to sustain service delivery and operations, without necessary revenue generation mechanisms to assist in generating sufficient revenue for financing the upgrades of technological infrastructure (Mathane et al. 2024). Hence local municipalities such as Ulundi local municipality rely on outdated and inefficient hardware such as computers and servers which tend to slow down operations because of slow processing speeds (Ulundi local municipality 2021). Additionally, some local governments are located in deeply rural areas, and the limited financial resources are not sufficient to cover the costs of extending Internet connectivity and broadband across the board without the support of the private sector (Mkhonto 2020). Hence municipalities like Thabazimbi local and Mogalakwena local municipalities are hindered by intermittent Internet connectivity which hinders the effective use and implementation of digital technologies (Mogalakwena LM 2022; Thabazimbi LM 2022). This challenge of inadequate technological infrastructure has negative implications for digital transformation and service delivery, as citizens may struggle to access essential services. For instance, citizens in municipalities with intermittent Internet connectivity may have difficulties in using e-government portals which may result in frustration and decreased trust in government service (Nzimakwe 2021).
Conclusion and recommendations
This article conducted a qualitative investigation on the role of e-government in transforming local government service delivery in South Africa utilising secondary data analysis to probe into the efficacy of e-government in transforming local government service delivery in South Africa. Guided by the theoretical framework of digital governance theory, the study explored the opportunities and challenges associated with digital transformation and digital technologies in South Africa’s local governments. The findings revealed that although these innovations hold great potential in enhancing service delivery and governance, local governments must address several barriers, such as the digital divide, cultural resistance, limited funding and inadequate digital literacy, to effectively implement these initiatives. Therefore, based on the study’s findings, this article recommends the following measures to enhance service delivery and governance through digital transformation:
- Implement digital transformation and digital literacy projects to bridge the digital divide and ensure equal access to all e-government initiatives. Local governments should invest in digital literacy programmes such as training workshops for citizens on the use of digital technologies and provide access to digital services.
- Local governments should develop a detailed and comprehensive digital transformation strategy that outlines clear objectives, milestones and action plans. This should be developed in consultation with stakeholders such as citizens, private sector organisations and other government entities for purposes of alignment with their needs and priorities.
- Local governments should establish collaborative partnerships with other government entities and private sector organisations. Public-private partnerships can be a particularly effective means of sharing resources, expertise and funding for digital transformation initiatives.
- Local governments should regularly engage with citizens to gather feedback and identify areas for improvement. This engagement could take place in the form of an online survey, focus group and town hall meetings and should be tailored to the needs and preferences of the local community.
- To facilitate the effective delivery of digital government services, local governments should develop user-friendly and secure online platforms. These platforms should be regularly tested and updated to ensure they meet the needs and expectations of citizens, while also protecting sensitive information from potential cybersecurity threats.
Acknowledgements
S.M. acknowledges the NMU Research Development for awarding him a NMU PGRS for the tenure of his Masters Degree and Dr K.S. Ramolobe and Prof D.L. Bogopa for their support and contributions in his academic journey.
Competing interests
The authors declare that they have no financial or personal relationships that may have inappropriately influenced them in writing this article.
Authors’ contributions
S.M., K.S.R. and D.L.B. equally contributed to the conceptualisation, methodology, formal analysis, investigation, writing of original draft and project administration.
Ethical considerations
This article followed all ethical standards for research without direct contact with human or animal subjects.
Funding information
This research received no specific grant from any funding agency in the public, commercial or not-for-profit sectors.
Data availability
The data that support the findings of this study are available from the corresponding author, S.M., upon reasonable request.
Disclaimer
The views and opinions expressed in this article are those of the authors and are the product of professional research. It does not necessarily reflect the official policy or position of any affiliated institution, funder, agency or that of the publisher. The authors are responsible for this article’s results, findings and content.
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