- Title
- A framework for the implementation of e-government as a service delivery mechanism in South Africa: The case of the Eastern Cape Thusong Service Centres
- Creator
- Madyibi, Ayanda
- Subject
- Electronic government information Technological innovations Information technology
- Date
- 2020
- Type
- Thesis
- Type
- Doctoral
- Type
- PhD(Information Systems)
- Identifier
- http://hdl.handle.net/10353/18908
- Identifier
- vital:42997
- Description
- E-government has emerged as an effective means of delivering much-needed online services to the citizens, businesses and other government institutions. This emanates from the advancement of Information and Communication Technology (ICT), the internet and the emerging technologies associated with the Fourth Industrial Revolution (4IR). E-government has essentially transformed the culture, structure and the way of doing business by public institutions in providing government services. In the past, e-government has been popular in developed countries but recently many developing countries are starting to appreciate the need to implement the initiative. However, the implementation of e-government has various challenges that have been identified through research and include technological, organisational and environmental aspects. Therefore, the researcher was motivated to study e-government to improve the delivery of services to citizens in South Africa. The objective of the research was to develop a framework for the implementation of egovernment as a service delivery mechanism in South Africa. The research process led to the identification of challenges that impact the implementation of e-government by applying an underlying Information Systems (IS) theoretical model, namely the Technology-OrganisationEnvironment (TOE) framework. The review of literature allowed the researcher to construct a conceptual theoretical framework which was then applied to the case study in order to understand the factors affecting the implementation of e-government in South Africa. Qualitative research data was collected using Thusong Service Centres in the Eastern Cape as a case study. Thusong Service Centres are government service centres based in rural communities which are used for the provision of online government services to these communities. The empirical data was collected using 22 respondents from five organisational and user perspectives: (1) State Information Technology Agency (SITA) as an agency of government responsible for ICT in South Africa, (2) the Senior ICT Managers from various National, Provincial and Local government entities, (3) Thusong Service Centre Managers, (4) Thusong Service Centre End-Users and (5) Expert Reviews. Documents that included the National e-Government Strategy, e-Government Policy, National Broadband Policy, ICT Policy White Paper were also consulted as secondary data. The conceptual theoretical framework was then revised based on the empirical evidence using the interpretive exploratory approach and triangulated data. The consolidated data from both the literature review and empirical evidence assisted in closing the gap between e-government implementation theory and practice. A detailed e-government implementation framework was then developed with the critical factors that impact the successful implementation of e- ii | P a g e government. E-government subject experts were also given the mandate to review the interview questions and the framework. The use of this framework was then explained in terms of how it can assist government decision-makers in South Africa for the effective and efficient delivery of services to the citizens. The research study has contributed to the e-government body of knowledge through the identified factors utilising the TOE framework at an organisational level for developing countries like South Africa.
- Format
- 271 leaves
- Format
- Publisher
- University of Fort Hare
- Publisher
- Faculty of Management and Commerce
- Language
- English
- Rights
- University of Fort Hare
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UFH Department of Information Systems
| Thumbnail | File | Description | Size | Format | |||
|---|---|---|---|---|---|---|---|
| View Details | SOURCE1 | MADYIBI A_201814191_PHD INFO SYS.pdf | 3 MB | Adobe Acrobat PDF | View Details |