Review Article

Transformation of digital government services in the public sector in South Africa

Amos Shibambu
Africa’s Public Service Delivery & Performance Review | Vol 12, No 1 | a753 | DOI: https://doi.org/10.4102/apsdpr.v12i1.753 | © 2024 Amos Shibambu | This work is licensed under CC Attribution 4.0
Submitted: 04 July 2023 | Published: 08 May 2024

About the author(s)

Amos Shibambu, Department of Information Science, Faculty of Human Science, University of South Africa, Pretoria, South Africa

Abstract

Background: It is well-documented that the 21st century is providing digital technologies in an alarming rate. Their emergence promotes effectiveness, efficiency, accountability and transparency of public services and internal governance. This study was conducted within the government departments and state-owned agencies of South Africa.

Aim: The aim of this study was to investigate the transformation of digital government services in the public sector in South Africa.

Methods: This case study used qualitative approach where data were collected through semi-structured interviews from the national government departments and state-owned entities. The target population comprised information technology officers, investigators or analysts and administrative officers. Data collected were thematically analysed preceding the transcription of audio-recordings.

Results: Some of the significant results of this study showed that the executives avoid playing their role to drive Information and communications technology (ICT) through Corporate ICT Strategy.

Conclusion: Some of the challenges of adopting digital transformation are associated with low digital literacy, poor digital infrastructure, unreliable power supply, among others.

Contribution: This study establishes that if the senior managers from ICT section become members of the executive committee, the government can have successful implementation of ICT projects without scepticism. This study also contributes to the awareness of considering digital literacy skills to support digital transformation.


Keywords

digital transformation; digital services; digital infrastructure; public sector; digital government; South Africa

JEL Codes

L86: Information and Internet Services • Computer Software

Sustainable Development Goal

Goal 9: Industry, innovation and infrastructure

Metrics

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