Factors influencing e-governance policy implementation of basic service-delivery : a case of Limpopo Province, South Africa

Abstract

The centrality of e-Government services in ameliorating poverty, unemployment, social exclusion and economic deprivation is widely acknowledged in the development literature worldwide. However, the endemic factors affecting execution of egovernment policy in rural areas remain largely underexplored and under theorized. In this context, the purpose of this qualitative inquiry was to evaluate the factors that influence e-governance policy implementation on basic service delivery with specific reference to Limpopo Province. Underpinned by a qualitative research approach, the study adopted an interpretivist case study design to provide an in-depth interpretation of the research phenomenon. Through puporsive sampling, Twenty-four (24) participants were identified as key data sources in the study; including senior management representatives, ICT officers, programme officials, and community members from Office of the Premier, Provincial Treasury, Department of Basic Eduction, Department of Transpoty & Community Safety, State Information Agency and Limpopo Connexion. Qualitative data was generated through semi-structured interviews with all the 24 participants. In general, the research findings confirmed that implementation of e-government policy was affected by political factors such as centralisation of ICT decisions and budget cuts. Socially, ICT policy rollout was impacted by factors such as culture and technophobia. Economic and technological factors limiting provision of e-services included lack of basic ICT infrastructure, load shedding, limited internet connectivity in some villages, high cost of data and the slow pace of e-Commerce in some rural communities. Environmentally, execution of e-government policy was hampered by lack of basic services such as road infrastructure and telecommunication networks. With regard to organisational factors e-government services were affected by slow pace of e-procurement, resistance to ICT and lack of coordination were each departments uses its own website to deliver e-services instead of one integrated central website with all government services. In respect of human factors constrains included reluctance to utilise ICT, lack of digital skills and the inability to utilise M&E data to improve decision making and delivery of e-services. Concerning the quality of e-government services, it was established that poor and unreliable internet connectivity prevented some community members from utilising available e-services. These included e-learning, application for ID documents and online tax filling and business registration services. Aonther quality concern was that, the current e-government service delivery system is “not community facing. Regarding e-monitoring and evaluation, the study found that state agencies utilised different instruments to improve accountability and oversight in e-government services; such as monthly reports, customer surveys, site visits, cross-functional team meetings, annual performance review reports; traditional authorities, parents and learners. However, M&E data was not adequately used to address quality issues in egovernment services. In terms of what could be done differently to scale the provision of e-government services, the study revealed that decentralisation and deregulation of public ICT services have greater prospects for digitisation of government services in rural communities. The study concluded that inclusive electronic governance practices are the key to improving service quality and client satisfaction in rural communities. With regard to policy guidelines the study proposed a Four pillar model (figure 6.13) necessary to improve implementation of e-government policy and customer satisfaction.