Abstract
Globally, the proliferation and widespread use of information and communication
technology (ICT) have reformed service delivery. Hitherto, the COVID-19 pandemic has
disrupted the delivery of those services in the African continent. Although the public sector’s
application of emerging digital technologies (EDTs) has improved efficiency, transparency,
citizen participation and service delivery, the African emerging economies still need to
overcome impediments that obstruct their full potential.
Aim: This study investigates the effect of digital orientation on the service delivery of public
sector organisations (PSOs) in Africa in the post-COVID-19 epoch.
Setting: This study focused on the African continent.
Methods: This study delves into a qualitative approach, utilising the systematic literature
review and applied Preferred Reporting Items for Systematic Reviews and Meta-Analysis
(PRISMA) to investigate the effect of digital orientation on the service delivery of PSOs in
Africa in the post-COVID-19 epoch.
Results: The results reveal that the digital divide, inadequate digital infrastructure, lack of
digital competencies and unreliable networks remain the most common contextual
determinants experienced by African economies post-COVID-19.
Conclusion: The main obstacles to adopting and implementing digital technologies in Africa
are bureaucracy and the lack of appropriate funding.
Contribution: This study may assist managers, decision-makers, policymakers and
practitioners of PSOs reshape service delivery and develop sound legislative mandates
regarding EDTs. Moreover, to contributing by providing an overview of the present theoretical
and application insights of digital orientation, that is, the Internet of Things (IoT), artificial
intelligence (AI), big data, virtual platforms and cloud computing by the African public sector.