An assessment of electronic-governance as a support system for service delivery in the public sector

Abstract

This is an exploratory research that is aimed at assessing the role of e-governance tools and initiatives on how they can be support systems for service delivery in the public service sector. The rationale of this research came as a response to the ever increasing and recurring service delivery protests that are underpinning the Government of South Africa. Hence the inception of electronic-governance (e-governance) comes at the right time with the aim of mordernising and reforming the public sector for efficient and effective service delivery. E-governance is about transforming governance to be more citizens centered and thus technology is the tool in this effort which can enable change in how the government works and how public officials interact with the public at stake. Cloete (2012:128) asserts that e-governance is the future of public governance and public service delivery globally. Thus governments that do not make the transition from paper-based systems of public administration to electronic platforms of public service delivery may swiftly undermine their chances of developing their societies as 21st century information societies. This research however does not imply that e-governance will be a miraculous panacea to poor service provision in South Africa, but it implies that its role in the public service sector can be as a support system for efficiency and effectiveness in service delivery. This is coupled by the research findings which are espoused on through a secondary data approach and thematically analysed to assess the role of e-governance as a support system on service delivery in the public service sector. Thus from the literature it is remarkable to acknowledge that the South African public service sector has successfully established and implemented a significant number of e-governance initiatives from 1994 to present day. Simultaneously to reveal how e-governance can be a support system for the public service, it is not one-dimensional, it is however multidimensional and thereby cutting across the entire field of public administration inter alia the public service sector. The already initiated e-governance tools in South Africa also range from national, provincial and municipal level thereby clearly revealing how e-governance can also be a support system to cooperative governance and intergovernmental relations inter alia. This research does not imply that e-governance can be a panacea to the public service sector ills but however with the fast moving techno-global world the move to an ICT driven public service sector has more merits than demerits to the general public who are at the receiving end of public services.Thesis (MPA) -- Faculty of Management and Commerce, 201