Work

Reimagining Public Service Delivery: Digitalising Initiatives for Accountability and Efficiency

Year: 2025

Type: article

Abstract: This study examines the critical success factors for digital transformation in South Africa’s public services, where systemic inefficiency, corruption, and limited transparency have eroded public trust. Using a PRISMA-guided systematic literature review of 64 studies, this study synthesises evidence on digital governance challenges and opportunities through the lenses of New Public Management and Digital-Era Governance, complemented by value co-creation and a citizen-centred design. The analysis shows that transformation efforts often falter because of infrastructure deficits, bureaucratic resistance, and policy misalignment. Successful initiatives rest on five mutually reinforcing pillars: (1) coherent policy and regulatory frameworks; (2) equitable and reliable digital infrastructure; (3) committed leadership with sustained institutional capacity-building; (4) meaningful citizen engagement via co-design and co-production; and (5) data-enabled accountability and process efficiency. Persistent barriers include disparities in access and digital skills across municipalities, cybersecurity vulnerabilities, and legacy–system incompatibilities that impede end-to-end integration. This study proposes an implementation framework that aligns technical solutions with governance reforms, such as depoliticised administration, performance-based accountability, and localised service customization to enhance operational efficiency and rebuild trust. It concludes that bridging the digital divide and embedding context-sensitive, participatory, and ethically grounded approaches are essential for sustainable digital transformation in South Africa’s unequal socioeconomic landscape.

Source: Administrative Sciences

DOI: 10.3390/admsci15120477

Authors: Mary S. Mangai, Austin A. Ayodele

Institution: University of Pretoria

Language: English

Topic: E-Government and Public Services

Subfield: Political Science and International Relations

Field: Social Sciences

Domain: Social Sciences

SDGs: Industry, innovation and infrastructure, Peace, justice, and strong institutions, Reduced inequalities

Open Access status: gold

Estimated APC paid: $1,689