Abstract
While there is growing awareness of innovation currently taking place in the public sector, it is also recognised that more systematic efforts to promote innovation are needed to address the economic and social challenges that the public sector faces. Governments are therefore searching for alternative mechanisms and innovative ideas to deliver solutions to the above-mentioned problems and others. How local government innovates and changes determines the impact on local economic and community development. In the context of the South African government and as constitutionally mandated, the local government is responsible to deliver basic services to the citizens. This role demands a high level of innovation if local governments are to be effective in their work.
Recently, the increase in the application of Information and communications technologies (ICTs) is one of the most important developments of the century. The rapid developments in e-governance systems and the massive prospects they hold in various spheres of government have not only heightened public expectations of improved governance, but have also put tremendous pressures on the government to reinvent itself to be able to meet the rising expectations of the population by offering improved services and innovative solutions to governance problems. Local governments around the world have therefore embarked on programmes and projects that seek alternative service delivery (ASD) mechanisms to improve the delivery of public services through the adoption of ICTs in the public sector. Also known as e-government, e-governance, and online government, it has become a leading feature of public sector reform.
ICTs have been introduced to the public sector throughout the world over the past 20 years in an attempt to achieve effective and efficient public service delivery. The advantages of ICTs include faster and more streamlined administrative processing, lower exchange costs, better utilisation of information resources, access to government information and services, and enhanced public participation. With the advent of the Fourth Industrial Revolution and the world turning into a worldwide village that is technologically associated and driven, governments are realising the value of e-governance in improving the standard of service delivery and accomplishing sound administration and good governance. E-governance is gradually beginning to shape the lives of citizens. The South African government is experiencing challenges in public service delivery. One way for governments to improve service delivery standards is to implement e-governance as an ASD mechanism to achieve service delivery innovation (SDI). This study investigated how effective e-governance is as an ASD mechanism to achieve SDI in local government.
This study utilised a qualitative research approach, which included conceptual and theoretical analyses to inform the analytical framework. In conducting research for this dissertation, it became evident that the success of e-governance is measured by the ability to provide online services. The literature indicates that there are two critical measures for effective and successful e-governance, namely 24/7 availability and accessibility. Regarding 24/7 availability, government services must be available 24 hours a day, seven days a week. This enables citizens and users to access services outside office hours. The second measure of successful e-governance is accessibility of systems that are easy to use and accessible to all citizens irrespective their computer literacy level. This measure is associated with challenges such as poor infrastructure in poor communities, lack of skills, and the digital divide. The literature shows that local government in South Africa experiences challenges in the implementation of e-governance. Internet connectivity and computer access are important in the implementation of e-governance. Public facilities such as libraries and schools should be equipped with proper computers and high-speed Internet connections, particularly in poor communities and rural areas. This study recommends that local government should invest more in ICT infrastructure, ICT maintenance, and monitoring of ICT infrastructure. The content incorporated into e-governance initiatives must be understandable and helpful to the citizens and their needs. This study recommends that local languages and content should be used in order to create and promote acceptance of new technology.