Abstract
The establishment of an effective citizen-centric public service system is an iterative process
that requires investment in the appropriate e-government technologies and cultural change
and transformation. This research evaluates effectiveness of the process for the establishment
of a citizen-centric public service in South Africa. Conceptual analysis as a qualitative research
technique was used to critically synthesize and triangulate theories for a citizen-centric public
service system with the findings of the empirical studies on the implementation of a citizencentric
public service in South Africa. Findings indicated South Africa to have made significant
strides by adopting relevant policies, legislations and technological frameworks to enhance
the use of models such as one-stop-shop and walk-in centres. However, further analysis
highlighted the initiatives to establish an effective citizen-centric public service is still
inhibited by ineffective seamless integration and synchronisation of activities in government
departments and units in different geographical regions. Other challenges were found to be
linked to internet connectivity and affordability of telecommunication costs in the rural areas,
and lack of change and transformation of the organisational cultural practices. In the light of
these challenges, the study postulates a strategic framework emphasizing among others
investment in the appropriate e-government technologies and change and transformation of
the organisational cultural practices as part of the critical strategies for enhancing the
successful establishment of a citizen-centric public service.