Appropriating Digital Citizen Engagement in Resource Constrained Local Government Service Delivery: A Case Study in South Africa

Pade-Khene, Caroline

doi:10.1007/978-3-030-52014-4_10

Cited by 6 publications

(4 citation statements)

References 25 publications

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“…To add on, prior to the conducted strategy formulation process (undertaken with this study), no investigation had been conducted to understand the existing service delivery reporting structure employed by the local government, a necessary yet neglected practice in under‐resourced local government contexts of South Africa such as that focused on in this study (Twinomurinzi & Ghartey‐Tagoe, 2011). Such an investigation is required in order to adequately determine how tech should support local government operational processes (Machiri & Pade‐Khene, 2020; Twinomurinzi & Ghartey‐Tagoe, 2011). This was essential to deal with the observed complexity that emerged from a heterogeneous mix of stakeholders possessing varying views of how MobiSAM should support service delivery.…”

Section: Resultsmentioning

confidence: 99%

“…Projects of this nature are situated at a confluence of a heterogeneous mix of stakeholders, governing structures, organizational cultures, financial constraints and technical considerations, which make them complex in nature. These complexities have challenged the sustainability of these initiatives (Machiri & Pade‐Khene, 2020; Osah & Pade‐Khene, 2020; Quaintance, 2017), resulting in growing pessimism around their effectiveness and the emergence of what has been coined as the ‘civic tech graveyard’, a field saturated with impressive tech innovations with little to no uptake or impact. Many failures have resulted from the following: unfounded confidence that tech is the panacea to issues of governance, futile tech solutions, unplanned projects, funding termination, and unconscious exclusion of key stakeholders, among other reasons (Camargo, 2020).…”

Section: Introductionmentioning

confidence: 99%

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Designing strategy formulation in the midst of uncertainty in digital citizen engagement: A critical reflection of the application of Design Science Research augmented by Soft Systems Methodology to the design of strategy formulation

Joshua

Pade-Khene

2022

E J Info Sys Dev Countries

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This manuscript details a critical reflection on how Design Science Research (DSR) was applied to the guided development and implementation of a strategy formulation process for a civic tech project called MobiSAM, which was executed in a marginalized local government context. It also demonstrates how the application of DSR is augmented by Soft Systems Methodology (SSM), to ensure that the unstructured properties typically present in multi-stakeholder deliberation (required in civic tech project strategizing) are accounted for in the strategy formulation exercise. To underpin this critical reflection on the emergence and application of the civic tech project strategy framework (the artifact), pragmatist interpretivism is employed. This qualitative paradigm underpinning the critical reflection supports better understanding of strategy related challenges primarily through participant observation and interviews with actors in the civic tech context. The findings reveal that for an unstructured problem like civic tech project strategizing, SSM is particularly instrumental to the application of four DSR guidelines, namely-problem relevance, design evaluation, research contribution and communication of DSR.

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Section: Resultsmentioning

confidence: 99%

Section: Introductionmentioning

confidence: 99%

Designing strategy formulation in the midst of uncertainty in digital citizen engagement: A critical reflection of the application of Design Science Research augmented by Soft Systems Methodology to the design of strategy formulation

Joshua

Pade-Khene

2022

E J Info Sys Dev Countries

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“…These protests can draw attention to specific areas where service delivery is inadequate and help to identify gaps in the provision of services (Morudu, 2017;Burchardt, 2022). Machiri & Pade-Khene (2020); Burchardt (2022) concur that service delivery protests are a common form of public demonstration in South Africa. These protests typically occur in response to perceived failures or gaps in the delivery of basic public services such as water, electricity, housing, and healthcare.…”

Section: Identify and Highlight Service Delivery Gapsmentioning

confidence: 99%

Sending a message to the top: the influence of service delivery protests on service delivery planning in South African municipalities

Mamokhere¹

2023

IRD

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South Africa has seen a surge in service delivery protests in recent years. These protests are often due to the inadequate provision of services. Unemployment, poor housing, water and sanitation, electricity, corruption and municipal administration, health, and crime have all been cited as causes of the protests, which have been termed a "poor's rebellion". Given the service dissatisfaction, residents often use protest as a means of communication to influence policy and decision-making. However, this study sought to assess the influence of service delivery protests on service delivery planning using Bolobedu South under the jurisdiction of Greater Tzaneen Municipality. The study utilised a qualitative research approach to collect and analyse the primary results. The citizens residing at Greater Tzaneen Municipality have been interviewed using a face-to-face semi-structured interview guide and the data was analysed using thematic content analysis. The finding of this study shows that service delivery protests are a common phenomenon in South Africa, with citizens protesting over the inadequate delivery of basic services such as shelter, electricity, water and sanitation. Service delivery protests are legally recognised in South Africa. However, as much as they are legally recognized, they are often disruptive and undermine the maturity of democracy. The study recommends that it is essential to engage with the community regularly and ensure that they are aware of the municipality's plans and progress. This engagement should be ongoing and not just when protests erupt. When people feel that they are being heard and that their concerns are being addressed, they are less likely to resort to protests. It also recommends improved communication and engagement between the municipality and the communities they serve. This can involve regular meetings, consultations, and feedback mechanisms that allow community members to express their concerns and provide input on service delivery planning (IDP).

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“…The magnitude of the importance of 4IR was spotlighted when President Cyril Ramaphosa announced the Presidential Commission on the Fourth Industrial Revolution (PC4IR), emphasising the country's willingness to transition to a more industrialised state. Despite the commission's formation, implementation remains a major challenge, associated with local government service delivery and administration [4][5][6]. Further to this, an example includes the ATM pharmacy projects, implemented in 2018, focusing on easing the process of medical prescription procurement in rural areas.…”

Section: Introductionmentioning

confidence: 99%

A retrospective analysis: ICT for improved municipal service delivery amidst COVID 19

Joseph

Williams

2022

Eureka: SH

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South African municipal service delivery has been an area of highly debated concern, with many citizens lacking access to basic service delivery, such as water and electricity. Fast forward to the Covid-19 Pandemic, bombarding itself into every state, home and workplace and concerns over municipal service delivery has amplified. Much like Covid-19, the fourth industrial revolution too erupted into every facet of public and private life but more optimistically, so as it promises to fast track economic development, ease mundane daily tasks and improve services and systems. This article explores municipal service delivery in South Africa and its intersection with emerging technologies, further providing prospects for future application. The article relies on a qualitative approach, reviewing primary and secondary literature, such as statistics, reports and journal articles to explore how advanced and emerging technologies have been applied at a local level to improve municipal service delivery, further attempting to understand future prospects. From the findings of the study, it is evident, that protest action against municipal service delivery has escalated in the last few years, signifying possible worsening service delivery and little adaptation of new methods and technologies. However, there have been some attempts to improve service delivery, utilising emerging technologies, but much more can be done as illustrated in other states, at a local and national level

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Appropriating Digital Citizen Engagement in Resource Constrained Local Government Service Delivery: A Case Study in South Africa

Cited by 6 publications

References 25 publications

Designing strategy formulation in the midst of uncertainty in digital citizen engagement: A critical reflection of the application of Design Science Research augmented by Soft Systems Methodology to the design of strategy formulation

Designing strategy formulation in the midst of uncertainty in digital citizen engagement: A critical reflection of the application of Design Science Research augmented by Soft Systems Methodology to the design of strategy formulation

Sending a message to the top: the influence of service delivery protests on service delivery planning in South African municipalities

A retrospective analysis: ICT for improved municipal service delivery amidst COVID 19

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