Abstract
The study investigated the factors that hinder the successful implementation of e-Government within the City of Johannesburg Metropolitan Municipality, particulary in the Development Planning Department. It was found that e-Government transforms government processes, enables economic development, and renews the role and functions of government in society. The role of e-Government in improving service delivery is impeccable because it promotes good governance for adequate service delivery, and e-governance and enables an institutional framework that guides the delivery of services to flourish. It promotes e-services and e-democracy which are vital tools for good governance for services delivery. Promoting accountability and transparency, which democratise the service delivery process, was one of the reasons that led, to the formation of e-Government. Transparency ensures a sound basis for preference forming of the citizens and ensures the flow of information about political engagement and participation of citizens, which is a crucial tool for good governance for service delivery. E-Government promotes e-security which generates open binding decisions and legitimises democratic structures for services and enhances the security of goods, products, and resources. It creates rules and actions to protect goods, products, and services against attacks over the Internet. E-Government promotes e-participation in local municipalities during service delivery promoting the provision of information, consultation, collaboration, and empowerment. It was found that, e-Government promotes e-democracy that enhances democratic decision-making processes for service delivery and promotes inclusion. Inclusion is imperative for governments to reach all citizens and promote equity and equality in service delivery. Moreover, it was noted, e-Government facilitates the exchange of information between governments and citizens, and fosters communication. It is through communication that all the goals, desires and expectations of the citizens are channelled to the municipal officials. However, the study found several factors have hindered the realisation and successful implementation of e-Government in the City of Johannesburg Metropolitan Municipality. These factors included the digital divide and digital illiteracy, weak human capital factor and adult illiteracy. The factors also included infrastructural aspects, financial aspects, political aspects, corruption, institutional factor, and socio-economic factor.
Key words: E-governance, Service delivery, Service protests, South Africa, City of Johannesburg.