Transformation of digital government services in the public sector in 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.