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E-Government & Public Service Delivery. Enabling ICT To Put People First-A Case Study From South Africa
E-Government & Public Service Delivery. Enabling ICT To Put People First-A Case Study From South Africa
and
Hossana TWINOMURINZI
Department of Informatics, University of Pretoria
Pretoria, Gauteng, South Africa
The theoretical abstracts of Batho Pele and e-government Limitations and areas for further Research
were understood by the participants, as well as the context The DPSA is the custodian of the Batho Pele project. But
that these abstracts have within SASSA. Interviewees this does not guarantee that the DPSA manages e-
understood the foundation principles of service delivery. government in South Africa. This is in contrast as to how
This could be ascribed to the fact that many of their other countries leading in e-government initiatives handle
performance contracts are linked to improving public the implementation of e-government.
service delivery. ICT is used as a business support tool,
and since the business of government is to deliver a public The United States Government under the Bush
service, ICT supports public service. The implementers of Administration has created a separate portfolio that
these ICT services will thus be measured against the manages the implementation of e-government. The Office
benchmarks of how well the public service was delivered. of Management and Budget (OMB) is developing what it
calls the “Federal Enterprise Architecture” that will
The principle of diabolical reasoning urges researchers manage the way in which the United States Government
to deal with their own preconceptions that guided the does business and particularly through the use of e-
research design when the research data emerges (Klein government (US Office of Management and Budget,
and Myers, 1999e). This would imply that the researcher 2007)
slow progress in implementing a single portal for
The State Information Technology Agency (SITA) was government services. These reasons include a lack of
formed in 1999 according to the SITA Act (Act 988 of coordination between various departments and agencies
1998), when three government IT entities merged. These as well as lack of project management skills in the
entities were: CCS: Chief Directorate to the Department departments. (Harris, 2006a)
of State Expenditure; Infoplan: Provided ICT services to
the Department of Defence; and SAPS IT: IT department Is there anyone managing all these projects, which are
of the South African Police Services. aimed at the same goal: implementing e-government? It
appears as if various government departments and
Table 2: Guidelines to Measure ICT Implementations agencies are implementing e-government initiatives,
Batho Pele Principle SASSA’s ICT Use Measure without anyone managing the projects as a whole. From
Setting service Comments Y, P, N this it is clear that South Africa needs a portfolio within
standards its government that drives the implementation of e-
How is ICT assisting or government. This will include policy, legislation and
improving in the delivery implementation standards. This is where the Office of the
of the product or service?
Government Chief Information Officer (OGCIO) also
How is ICT being used to
measure service plays a role to smooth the progress of the use of ICT in
improvement? government. It consists of three components, namely: ICT
How is ICT being used to Programme Management, Government Chief Operations
measure public Officer and E-Government Architecture and Integration.
satisfaction?
Increasing access Comments Y, P, N The case study was focused on only one area of e-
What ICT initiatives are government within the public service of South Africa,
being used to increase namely the Department of Social Development and its
the accessibility of the service delivery component, the South African Social
service or product? Security Agency. Similar studies should be done with
How accessible is this
other departments to ensure that the use of ICT is
ICT initiatives to
communities who don’t effective at all government departments. It is proposed
have ICT infrastructure? that studies be done at departments that often come under
In what ways would this fire for their lack of service delivery, such as the
ICT initiative reduce Department of Home Affairs (ID book and passport
unnecessary expenditure applications), Department of Transport (license
for the public? applications and vehicle registrations) and the South
Providing information Comments Y, P, N African Revenue services (tax returns).
How does ICT improve
the provisioning of 5. REFERENCES
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