Abstract
The study focuses on the role of e-Government in in enhancing accountability within the service delivery framework in the City of Ekurhuleni. Service delivery challenges persists in many South African local municipalities often leading to protests. This study explores how e-Government can promote and strengthen accountability and public services specifically in Ekurhuleni. The study reveals significant service delivery changes in the City of Ekurhuleni compounded by a lack of accountability attributed to the absence of a well-defined service delivery framework within the municipality. This deficiency in accountability has resulted in the failure to provide basic services, fostering corruption, and diminishing public participation. e-Government being the use of information and communication technologies (ICTs) such as the internet, mobile networks and social media emerges as a potential tool to bolster accountability and governance in service delivery It has been observed to cultivate a healthier relationship between citizens and municipal officials thereby improving efficiency, cost-effectiveness and quality services. However, hindrances like inefficient strategic management and the digital divide in local government hinder the seamless implementation of e-Government in Ekurhuleni. The study found that there is urgency of employing e-Government to address current service delivery issues in Ekurhuleni. e-Government would enable municipal officials to develop and implement a service delivery framework that is free from corruption and maladministration. This would depend on the municipal officials and national government to implement digital programs that address and bridge the digital divide so that each citizen is able to benefit from e-government. The research methodology used in this study is qualitative and consisted mainly of a vigorous study of academic literature and a review of relevant documents to achieve this research objective.