Abstract
he study investigates the role of E-government in enhancing the standard and quality of water delivery supply and sanitation services within the Buffalo City Metropolitan Municipality (BCMM). Employing a Phenomenological research design the study seeks to gain insights into the lived experiences of individuals. A qualitative approach is adopted to comprehend the significance and real-life experiences of the research participants. Primary data, collected through face-to-face interviews, constitutes a cross-sectional dataset, exclusively drawn from BCMM citizens. The sampling frame included only the BCMM citizens and secondary data. Purposive sampling was used as sampling technique in this study. Furthermore, document analysis is utilized to complement the information derived from primary data sources.
The researcher conducted a comprehensive review and analysis of various documents related to the study's title. The researcher employed Coordination Theory and the Diffusion of Innovation theories to facilitate collaboration between BCMM and its citizens, with a focus on technology integration and the utilization of ICT infrastructure in water delivery and sanitation services within BCMM. Both primary and secondary data were analysed. Primary data that was recorded, coded, analysed to produce the study findings. Discourse analysis was used as the first method of analysis for the primary data. Additionally, the researcher employed content analysis to analyse the secondary data in this study. To conclude, the researcher has included a final chapter summarizing the findings, presenting conclusions, and providing recommendations.
The study's findings reveal a myriad of challenges that significantly hinder BCMM's ability to efficiently deliver water and sanitation services through the E-government system. These challenges include issues related to inadequate governance, limited access to clean running water, subpar sanitation services, outdated water delivery and sanitation infrastructure, the adverse effects of climate change, instances of theft, corruption among local government officials, a lack of education in ICT operation, population growth, limited access to funding opportunities for sanitation programs, a scarcity of qualified government officials proficient in E-government system operation,
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deficient accountability and transparency within local municipalities, citizen disengagement in decision-making processes, and disparities in digital access.
Key words: E-government, Water, Sanitation, Public Participation, Good Governance, Accountability