Abstract
This study examines citizens' adoption and use of e-government tools to access services in South Africa's metropolitan municipalities. As e-government initiatives expand globally, local authorities embrace digital solutions to improve service delivery. Using a qualitative approach, interviews were conducted with executive members from three metropolitan areas, and the data were analysed using Atlas.Ti 7.2. The findings reveal that factors such as 24/7 website access, political support, public internet availability, shared applications, skilled professionals, strong communication infrastructure, modern technology, and public-private partnerships are essential for promoting e-government adoption. The study recommends that practitioners design e-government services as integrated digital ecosystems to enhance citizen engagement and improve service efficiency. Overall, this study offers practical insights through a digital framework aimed at fostering the adoption and effective use of e-government tools in South Africa's metropolitan municipalities.