A Framework for Broadband Adoption in Buffalo City Metropolitan Municipality to Enable Citizen Access to e-Government
- Twetwa-Dube, Sithandile Pornelia
- Authors: Twetwa-Dube, Sithandile Pornelia
- Date: 2020
- Subjects: Electronic government information
- Language: English
- Type: Thesis , Masters , MCom (Information Systems)
- Identifier: http://hdl.handle.net/10353/18963 , vital:43003
- Description: E-government has been adopted as one of the cornerstones of the government‘s strategy for making services accessible to its citizens. The aim of this broadband adoption is to provide high quality public sector services via digital channels to improve cost-efficiency and generate benefits to municipality employees and citizen. A major challenge that municipalities face is the lack of public participation which restricts levels of communication between governments and municipalities and the citizen where public misses out on information and services available online, which results in further inequality. This has a devastating impact on service delivery because participatory democracy would be non-existent. Limited IT infrastructure, resistance to change, cultural barriers and exposure of malpractice are main themes related to IT usage or facilitating IT access for the wider public. Furthermore, lack of meaningful participation and freedom of association emerged as themes related to governance effectiveness. A mixed approach within a case study was considered, and data was collected through an online questionnaire and review of current literature. The study collected primary data by conducting web based questionnaires comprising sixty respondent’s citizens and fifteen municipal employees, including Information and Communication Technology (ICT) employees and broadband task team members. Statistical Package for the Social Science (SPSS) to analyse data from questionnaires. The selected BCMM employees of the population were known to have the relevant knowledge, time and experience to participate. Responses to each question developed the framework further based on the findings. Respondents were selected based on their appropriate knowledge and experience of the problem domain. Six experts were selected for final evaluation of the research findings. Firstly, the findings provided on barriers impact on the adoption of e-government. Secondly, on the techniques available to ensure access to e-government within BCMM. Thirdly, on the availability of technologies currently in the Buffalo City Metropolitan Municipality. Finally, on the elements of a Buffalo City Metropolitan Municipality broadband adoption strategy. This study evaluates barriers of e-government adoption, assessing strategies and techniques for accessing e-government services, examines current technologies to support e-government service within municipalities and analyses elements of Buffalo City Metropolitan Municipality broadband adoption strategy. A broadband adoption model was proposed based on empirical findings. Key adoption factors include adoption benefits and drivers, concerns and barriers and adoption interventions. These factors provide an essential foundation for the development of the proposed broadband adoption framework. The contribution of this study is a framework based on the Unified Theory of Acceptance and Use of Technology (UTAUT) and Technology Organisation Environment (TOE) framework to determine factors that influence or restrict a citizen’s intention to use and adopt technology, specifically broadband, in e-government services as a tool for citizen engagement. The proposed framework aims to overcome barriers to broadband adoption 4 Final Submission of Thesis, Dissertation or Research Report/Project, Conference or Exam Paper in municipalities, specifically Buffalo City Metropolitan Municipality (BCMM) to enable citizens’ access to e-government services.
- Full Text:
- Date Issued: 2020
- Authors: Twetwa-Dube, Sithandile Pornelia
- Date: 2020
- Subjects: Electronic government information
- Language: English
- Type: Thesis , Masters , MCom (Information Systems)
- Identifier: http://hdl.handle.net/10353/18963 , vital:43003
- Description: E-government has been adopted as one of the cornerstones of the government‘s strategy for making services accessible to its citizens. The aim of this broadband adoption is to provide high quality public sector services via digital channels to improve cost-efficiency and generate benefits to municipality employees and citizen. A major challenge that municipalities face is the lack of public participation which restricts levels of communication between governments and municipalities and the citizen where public misses out on information and services available online, which results in further inequality. This has a devastating impact on service delivery because participatory democracy would be non-existent. Limited IT infrastructure, resistance to change, cultural barriers and exposure of malpractice are main themes related to IT usage or facilitating IT access for the wider public. Furthermore, lack of meaningful participation and freedom of association emerged as themes related to governance effectiveness. A mixed approach within a case study was considered, and data was collected through an online questionnaire and review of current literature. The study collected primary data by conducting web based questionnaires comprising sixty respondent’s citizens and fifteen municipal employees, including Information and Communication Technology (ICT) employees and broadband task team members. Statistical Package for the Social Science (SPSS) to analyse data from questionnaires. The selected BCMM employees of the population were known to have the relevant knowledge, time and experience to participate. Responses to each question developed the framework further based on the findings. Respondents were selected based on their appropriate knowledge and experience of the problem domain. Six experts were selected for final evaluation of the research findings. Firstly, the findings provided on barriers impact on the adoption of e-government. Secondly, on the techniques available to ensure access to e-government within BCMM. Thirdly, on the availability of technologies currently in the Buffalo City Metropolitan Municipality. Finally, on the elements of a Buffalo City Metropolitan Municipality broadband adoption strategy. This study evaluates barriers of e-government adoption, assessing strategies and techniques for accessing e-government services, examines current technologies to support e-government service within municipalities and analyses elements of Buffalo City Metropolitan Municipality broadband adoption strategy. A broadband adoption model was proposed based on empirical findings. Key adoption factors include adoption benefits and drivers, concerns and barriers and adoption interventions. These factors provide an essential foundation for the development of the proposed broadband adoption framework. The contribution of this study is a framework based on the Unified Theory of Acceptance and Use of Technology (UTAUT) and Technology Organisation Environment (TOE) framework to determine factors that influence or restrict a citizen’s intention to use and adopt technology, specifically broadband, in e-government services as a tool for citizen engagement. The proposed framework aims to overcome barriers to broadband adoption 4 Final Submission of Thesis, Dissertation or Research Report/Project, Conference or Exam Paper in municipalities, specifically Buffalo City Metropolitan Municipality (BCMM) to enable citizens’ access to e-government services.
- Full Text:
- Date Issued: 2020
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
- Authors: Madyibi, Ayanda
- Date: 2020
- Subjects: Electronic government information Technological innovations Information technology
- Language: English
- Type: Thesis , Doctoral , PhD(Information Systems)
- Identifier: http://hdl.handle.net/10353/18908 , 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.
- Full Text:
- Date Issued: 2020
- Authors: Madyibi, Ayanda
- Date: 2020
- Subjects: Electronic government information Technological innovations Information technology
- Language: English
- Type: Thesis , Doctoral , PhD(Information Systems)
- Identifier: http://hdl.handle.net/10353/18908 , 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.
- Full Text:
- Date Issued: 2020
Critical Success Factors to Motivate Citizens to Participate in a Public Safety Smart City Project
- Authors: Tuswa, Mbali
- Date: 2020
- Subjects: Information technology -- Security measures City planning
- Language: English
- Type: Thesis , Masters , MCom (Information Systems)
- Identifier: http://hdl.handle.net/10353/18974 , vital:43004
- Description: Currently more people reside in urban areas than previously. The population shift from rural to urban results in increased problems with Public Safety. Public Safety initiatives were introduced to address such issues and help reduce the increasing number of urban problems. It is the citizen's responsibility to report the Public Safety issues they observe or experience for authorities to respond quickly in emergency situations, thus maintaining a safer living environment for all citizens. A Public Safety Smart City Project was introduced in the city of East London, South Africa to help improve Public Safety in the city. However, for this to be successful citizens need to contribute by reporting Public Safety issues and suspicious activities. This study is therefore focused on motivational factors to improve citizen participation in a Public Safety Smart City Project. The Design Science Methodology and a mixed method approach guided this research study. Keller’s (2010) Attention, Relevance, Confidence, Satisfaction (ARCS) Theory of Motivation provided the theoretical base for this study. A questionnaire was used to gather data on the motivational factors for participation in a Public Safety Smart City Project. Five Critical Success Factors were developed to motivate citizens to participate in a Public Safety Smart City Project. These Critical Success Factors are: Ensure user satisfaction by providing a toll-free number, Citizens should be able to participate due to their concerns of safety for others, Citizens should be given the opportunity to make a difference in their community, Public Safety initiatives must provide adequate response to citizens and Citizens should be given incentives after participating. The Critical Success Factors were refined and verified through two rounds of expert review. Five factors were identified in the findings as factors that contribute towards motivating citizens participate. These factors include User Satisfaction, Making a difference, Response from Public Safety initiatives, Concern of safety for others and Incentives. The factors were included on the Critical Success Factors
- Full Text:
- Date Issued: 2020
- Authors: Tuswa, Mbali
- Date: 2020
- Subjects: Information technology -- Security measures City planning
- Language: English
- Type: Thesis , Masters , MCom (Information Systems)
- Identifier: http://hdl.handle.net/10353/18974 , vital:43004
- Description: Currently more people reside in urban areas than previously. The population shift from rural to urban results in increased problems with Public Safety. Public Safety initiatives were introduced to address such issues and help reduce the increasing number of urban problems. It is the citizen's responsibility to report the Public Safety issues they observe or experience for authorities to respond quickly in emergency situations, thus maintaining a safer living environment for all citizens. A Public Safety Smart City Project was introduced in the city of East London, South Africa to help improve Public Safety in the city. However, for this to be successful citizens need to contribute by reporting Public Safety issues and suspicious activities. This study is therefore focused on motivational factors to improve citizen participation in a Public Safety Smart City Project. The Design Science Methodology and a mixed method approach guided this research study. Keller’s (2010) Attention, Relevance, Confidence, Satisfaction (ARCS) Theory of Motivation provided the theoretical base for this study. A questionnaire was used to gather data on the motivational factors for participation in a Public Safety Smart City Project. Five Critical Success Factors were developed to motivate citizens to participate in a Public Safety Smart City Project. These Critical Success Factors are: Ensure user satisfaction by providing a toll-free number, Citizens should be able to participate due to their concerns of safety for others, Citizens should be given the opportunity to make a difference in their community, Public Safety initiatives must provide adequate response to citizens and Citizens should be given incentives after participating. The Critical Success Factors were refined and verified through two rounds of expert review. Five factors were identified in the findings as factors that contribute towards motivating citizens participate. These factors include User Satisfaction, Making a difference, Response from Public Safety initiatives, Concern of safety for others and Incentives. The factors were included on the Critical Success Factors
- Full Text:
- Date Issued: 2020
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