A framework for information technology governance auditing in the South African local government: a case of Nkangala District Municipality
- Authors: Mathabathe, Mpaku Goodwill
- Date: 2025-04
- Subjects: Information technology -- Management , Corporate governance , Service delivery -- South Africa
- Language: English
- Type: Master's theses , text
- Identifier: http://hdl.handle.net/10948/74061 , vital:79620
- Description: Service delivery in a municipal environment relies on correct information and the whole IT infrastructure that records, stores and distributes information. IT plays an imperative role in organisations and, over the years, IT has evolved such that it does not only make provision for transactional support, but it is also an enabler of competitive advantage for organisations. Advances in the utilisation of IT in different organisations has created a need for robust governance structures and processes. Information currently plays a critical part in the survival of organisations through their transition into the industrial economy. Therefore, the importance of Information Technology in organisations, including in municipalities, requires that it be governed appropriately through robust IT governance frameworks. Auditors are required to provide reasonable assurance on the IT governance processes and practices. However, the frameworks that can be utilised by auditors are generic and require adaptation for specific organisations. A certain degree of customisation is required to apply the IT governance audit framework. The objective of this study was to develop an IT governance audit framework (ITGAF) that will assist assurance providers in conducting assurance on the Nkangala District Municipality’s governance processes. Data was collected through a single questionnaire. The research study found that there were gaps in the IT value delivery as there were no requirements for development of business cases for IT investments and it was also not covered in the audit of IT governance. The study identified several good practices that were implemented for the IT strategic alignment aspect. The research study contributes to an improved audit coverage of IT governance through the ITGAF that clearly outlines aspects and sub-aspects that should be covered in an IT governance audit, furthermore it provides for a framework that can be used by other municipalities with little or no adaptation. , Thesis (MPhil) -- Faculty of Engineering, the Built Environment, and Technology, School of Information Technology, 2025
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- Date Issued: 2025-04
- Authors: Mathabathe, Mpaku Goodwill
- Date: 2025-04
- Subjects: Information technology -- Management , Corporate governance , Service delivery -- South Africa
- Language: English
- Type: Master's theses , text
- Identifier: http://hdl.handle.net/10948/74061 , vital:79620
- Description: Service delivery in a municipal environment relies on correct information and the whole IT infrastructure that records, stores and distributes information. IT plays an imperative role in organisations and, over the years, IT has evolved such that it does not only make provision for transactional support, but it is also an enabler of competitive advantage for organisations. Advances in the utilisation of IT in different organisations has created a need for robust governance structures and processes. Information currently plays a critical part in the survival of organisations through their transition into the industrial economy. Therefore, the importance of Information Technology in organisations, including in municipalities, requires that it be governed appropriately through robust IT governance frameworks. Auditors are required to provide reasonable assurance on the IT governance processes and practices. However, the frameworks that can be utilised by auditors are generic and require adaptation for specific organisations. A certain degree of customisation is required to apply the IT governance audit framework. The objective of this study was to develop an IT governance audit framework (ITGAF) that will assist assurance providers in conducting assurance on the Nkangala District Municipality’s governance processes. Data was collected through a single questionnaire. The research study found that there were gaps in the IT value delivery as there were no requirements for development of business cases for IT investments and it was also not covered in the audit of IT governance. The study identified several good practices that were implemented for the IT strategic alignment aspect. The research study contributes to an improved audit coverage of IT governance through the ITGAF that clearly outlines aspects and sub-aspects that should be covered in an IT governance audit, furthermore it provides for a framework that can be used by other municipalities with little or no adaptation. , Thesis (MPhil) -- Faculty of Engineering, the Built Environment, and Technology, School of Information Technology, 2025
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- Date Issued: 2025-04
Factors for successful digitalisation towards improved service delivery: a study of Buffalo City Metropolitan area
- Authors: Zweni, Akhona
- Date: 2025-04
- Subjects: Organizational change -- Technological innovations , Service delivery -- South Africa , Automation -- Economic aspects
- Language: English
- Type: Master's theses , text
- Identifier: http://hdl.handle.net/10948/73959 , vital:79594
- Description: This study investigates the factors contributing to successful digitalisation for enhanced service delivery within Buffalo City Metropolitan Municipality (BCMM). As digital transformation becomes critical in modern governance, municipalities face the challenge of adopting digital tools to improve operational efficiency and service provision. Through a qualitative research approach, this study explores opportunities for digitalisation in BCMM, focusing on smart metering, smart city initiatives, and lessons learned from other municipalities. Data was collected through interviews with municipal employees, residents, as well as the analysis of municipal documents. The findings reveal that while BCMM has initiated efforts such as smart meters for utilities and a conceptual smart city plan, its digital transformation is hindered by inadequate implementation, lack of awareness, and financial constraints. The study underscores the importance of strategic planning, integration of digital technologies across departments, and effective change management in driving digitalisation. Recommendations include benchmarking against successful municipalities, addressing resident concerns about costs, and fostering collaboration between municipal leadership and information technology experts to ensure sustainable digital transformation. These insights provide a practical roadmap for enhancing service delivery through digital innovation in local government. , Thesis (MBA) -- Faculty of Business and Economic Sciences, Business School, 2025
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- Date Issued: 2025-04
- Authors: Zweni, Akhona
- Date: 2025-04
- Subjects: Organizational change -- Technological innovations , Service delivery -- South Africa , Automation -- Economic aspects
- Language: English
- Type: Master's theses , text
- Identifier: http://hdl.handle.net/10948/73959 , vital:79594
- Description: This study investigates the factors contributing to successful digitalisation for enhanced service delivery within Buffalo City Metropolitan Municipality (BCMM). As digital transformation becomes critical in modern governance, municipalities face the challenge of adopting digital tools to improve operational efficiency and service provision. Through a qualitative research approach, this study explores opportunities for digitalisation in BCMM, focusing on smart metering, smart city initiatives, and lessons learned from other municipalities. Data was collected through interviews with municipal employees, residents, as well as the analysis of municipal documents. The findings reveal that while BCMM has initiated efforts such as smart meters for utilities and a conceptual smart city plan, its digital transformation is hindered by inadequate implementation, lack of awareness, and financial constraints. The study underscores the importance of strategic planning, integration of digital technologies across departments, and effective change management in driving digitalisation. Recommendations include benchmarking against successful municipalities, addressing resident concerns about costs, and fostering collaboration between municipal leadership and information technology experts to ensure sustainable digital transformation. These insights provide a practical roadmap for enhancing service delivery through digital innovation in local government. , Thesis (MBA) -- Faculty of Business and Economic Sciences, Business School, 2025
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- Date Issued: 2025-04
Investigating factors that affect service delivery of municipal roads in South Africa
- Authors: Bouwer, Brendan
- Date: 2025-04
- Subjects: Service delivery -- South Africa , Infrastructure (Economics) -- South Africa , Roads -- South Africa -- Finance
- Language: English
- Type: Master's theses , text
- Identifier: http://hdl.handle.net/10948/72000 , vital:79176
- Description: Given its close proximity to communities, local government is considered the most important level of government. According to the supreme law of South Africa, the Constitution indicates that municipalities have a duty to provide basic municipal services to communities and residents which are essential for enhancing their quality of life. These services include the supply of potable water, electricity, roads and community healthcare. The aim of this study is to identify opportunities for the improvement of the provision of municipal road infrastructure services by investigating the effect that the identified independent variables which include Risk Management, Root-Cause Analysis, Empowering Leadership, and Performance Monitoring and Evaluation, have on the dependent variable, Service Delivery. An academic study, comprising a non-experimental mail system survey and closed-ended questionnaire collection method, was conducted. The survey was composed using Google forms, and questionnaires were forwarded to selected municipalities including the Johannesburg Roads Agency, City of Cape Town, Tshwane, Mangaung, Mbombela and Nelson Mandela Municipalities. The respective gatekeepers were informed of the objective of the study and were requested to promote the voluntary participation of suitable respondents. The key findings revealed that the independent variables Risk Management, Root-Cause Analysis and Empowering Leadership are essential in improving the provision of municipal road infrastructure services, and that the Performance Monitoring and Evaluation variable has no effect on it. , Thesis (MBA) -- Faculty of Business and Economic Sciences, Business School, 2025
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- Date Issued: 2025-04
- Authors: Bouwer, Brendan
- Date: 2025-04
- Subjects: Service delivery -- South Africa , Infrastructure (Economics) -- South Africa , Roads -- South Africa -- Finance
- Language: English
- Type: Master's theses , text
- Identifier: http://hdl.handle.net/10948/72000 , vital:79176
- Description: Given its close proximity to communities, local government is considered the most important level of government. According to the supreme law of South Africa, the Constitution indicates that municipalities have a duty to provide basic municipal services to communities and residents which are essential for enhancing their quality of life. These services include the supply of potable water, electricity, roads and community healthcare. The aim of this study is to identify opportunities for the improvement of the provision of municipal road infrastructure services by investigating the effect that the identified independent variables which include Risk Management, Root-Cause Analysis, Empowering Leadership, and Performance Monitoring and Evaluation, have on the dependent variable, Service Delivery. An academic study, comprising a non-experimental mail system survey and closed-ended questionnaire collection method, was conducted. The survey was composed using Google forms, and questionnaires were forwarded to selected municipalities including the Johannesburg Roads Agency, City of Cape Town, Tshwane, Mangaung, Mbombela and Nelson Mandela Municipalities. The respective gatekeepers were informed of the objective of the study and were requested to promote the voluntary participation of suitable respondents. The key findings revealed that the independent variables Risk Management, Root-Cause Analysis and Empowering Leadership are essential in improving the provision of municipal road infrastructure services, and that the Performance Monitoring and Evaluation variable has no effect on it. , Thesis (MBA) -- Faculty of Business and Economic Sciences, Business School, 2025
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- Date Issued: 2025-04
Main thesis title: An assessment of the quality of the service delivery effort in the Nelson Mandela Bay Municipality
- Swartz, Joël Ralitswana Peter
- Authors: Swartz, Joël Ralitswana Peter
- Date: 2023-12
- Subjects: Service delivery -- South Africa , Public participation and city councils -- South Africa , Community based resources -- Development -- South Africa
- Language: English
- Type: Master's theses , text
- Identifier: http://hdl.handle.net/10948/66028 , vital:74310
- Description: The provision of services to people in South Africa is a constitutional right that all spheres of the South African government are bound to. South Africa’s Bill of Rights also lays it out that all SA citizens are entitled to these services. The functions of the national, provincial, and local spheres of government are to ensure that all that the Constitution and Bill of Rights promise, are provided and implemented. Service delivery is therefore a mandated activity that all municipalities are obligated to provide to their residents locally. The primary objective of this study is to assess the quality of the service delivery effort from the Nelson Mandela Bay Municipality (NMBM). The study was conducted by using a qualitative case study approach. A total of 12 participants were chosen for the study and in-depth interviews were implemented as data collection tool to accomplish the study’s objectives. The qualitative data analysis tool Atlas.ti was employed to present emerging themes from the collected data. The findings of the study highlighted the challenges experienced in the NMBM prevent a high level of service delivery to residents. The study participants agreed that the service delivery effort in the NMBM is below that what the various stakeholders, mainly the residents, expected. The effective management of the limited financial and human resources are the major themes that emerged during the interviews. The study recommends that the service delivery value chain be reviewed, and that policies and strategies be genuinely implemented. The study also suggests that proactive communication with residents be improved. , Thesis (MBA) -- Faculty of Business and Economic Sciences, Business School, 2023
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- Date Issued: 2023-12
- Authors: Swartz, Joël Ralitswana Peter
- Date: 2023-12
- Subjects: Service delivery -- South Africa , Public participation and city councils -- South Africa , Community based resources -- Development -- South Africa
- Language: English
- Type: Master's theses , text
- Identifier: http://hdl.handle.net/10948/66028 , vital:74310
- Description: The provision of services to people in South Africa is a constitutional right that all spheres of the South African government are bound to. South Africa’s Bill of Rights also lays it out that all SA citizens are entitled to these services. The functions of the national, provincial, and local spheres of government are to ensure that all that the Constitution and Bill of Rights promise, are provided and implemented. Service delivery is therefore a mandated activity that all municipalities are obligated to provide to their residents locally. The primary objective of this study is to assess the quality of the service delivery effort from the Nelson Mandela Bay Municipality (NMBM). The study was conducted by using a qualitative case study approach. A total of 12 participants were chosen for the study and in-depth interviews were implemented as data collection tool to accomplish the study’s objectives. The qualitative data analysis tool Atlas.ti was employed to present emerging themes from the collected data. The findings of the study highlighted the challenges experienced in the NMBM prevent a high level of service delivery to residents. The study participants agreed that the service delivery effort in the NMBM is below that what the various stakeholders, mainly the residents, expected. The effective management of the limited financial and human resources are the major themes that emerged during the interviews. The study recommends that the service delivery value chain be reviewed, and that policies and strategies be genuinely implemented. The study also suggests that proactive communication with residents be improved. , Thesis (MBA) -- Faculty of Business and Economic Sciences, Business School, 2023
- Full Text:
- Date Issued: 2023-12
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