Assessing the implementation process for e-Government: a case of the Department of Water and Sanitation

Abstract

Thesis (MCom)--Stellenbosch University, 2025.Ngxamngxa, T. 2025. Assessing the implementation process for e-Government: A case of the Department of Water and Sanitation. Unpublished masters thesis. Stellenbosch: Stellenbosch University [online]. Available: https://scholar.sun.ac.za/items/d4263814-e41f-4705-8a32-424e6516f7b7ENGLISH ABSTRACT: The thesis assessed the implementation process for electronic government (e-Government) by identifying the Electronic Water Use Licence Application and Authorisation System (E-WULAAS), which is a water use application online portal at the National Department of Water and Sanitation (DWS). The system is a tool developed and implemented for the Water Use Authorisation component to allow water users to submit water use applications electronically and it also allows the department to facilitate and manage the authorisation of the water uses online for the integrated, safety, utilisation, development, conservation, management and control of the country's water resources following the mandate of the National Water Act (NWA), Act 36 of 1998 (Republic of South Africa, 1998). The study aimed to assess the implementation process for e-Government by adopting the 7-C Protocol Instrument for policy implementation into the research, applying the variables of the 7-C Protocol, namely: Content, Context, Commitment, Capacity, Clients and Coalitions, Communication, and Coordination to evaluate the e-Government implementation process at DWS. The literature review presents a distinction and the interrelation between Information Technology (IT), Information and Communication Technology (ICT), and e-Government. Moreover, the literature review immensely expounds on the implementation studies; the complexities associated with the different approaches to implementation are presented to bring forth the origin and to substantiate the interlinkages between the variables of the 7-C Protocol Instrument while also demonstrating an integrated approach to policy implementation. This research also provides an overview of various legislative frameworks that govern e-Government initiatives in South Africa, from the Constitution of the Republic of South Africa (1996) as the foundation, to the Government Communication policy (2018). The ICT policy review process highlights the government's commitment to reviewing regulations to enhance the ICT industry's socioeconomic contribution. This review process emphasises clear objectives, institutional capability evaluation, high-level commitment, stakeholder engagement, and stakeholder coordination, which the researcher recognised to be aligned with Cloete et al. (2018) 7-C protocol instrument. This research particularly identifies the formulation of the ICT Policy as an example of implementation success due to the nature of its implementation. The study adopted a qualitative research methodology encompassing empirical and non-empirical studies. The data collection included a case study based on the DWS strategic reports and three categories of interview schedules. The population that was studied included employees involved within the DWS Water Use Authorisation (WUA) component nationally, from the Executives/Senior managers, Technical Support and System Developers, Technical Officials (Specialists/Scientists/Environmentalists) and Administrators who are the end-users of E-WULAAS. The research utilised a deductive thematic analysis method by applying Cloete et al. (2018) 7-C Protocol instrument to analyse the data to acquire in-depth knowledge on the implementation of e-Government at DWS. The analysis and findings reveal several factors hindering the implementation success, such as the lack of adequate human resources and IT infrastructure to handle and integrate big data, the digital divide, the absence of change management processes and consequences management, and the silo approach frequently adopted when implementing online systems. Thus, recommendations such as ensuring adequate resource allocation, bridging the digital divide, and institutionalising Monitoring and Evaluation (M&E) to enhance and strengthen oversight, amongst others, were made. This research highlights that it is crucial to acknowledge the complexities of implementation and for policy and programme implementers to completely comprehend the implementation dynamics and the interlinkages of the critical variables before undertaking an implementation process.AFRIKAANSE OPSOMMING: Geen opsomming beskikbaar.Master