E-Government and Citizen Experiences in South Africa

Kariuki, Paul; Ofusori, Lizzy Oluwatoyin; Goyayi, Marialauda Joel

doi:10.1145/3326365.3326432

Cited by 2 publications

(2 citation statements)

References 6 publications

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“…However, e‐Government although developed with good intentions, can also act as a tool of exclusion for citizens, such as PWD, for several reasons, including poorly designed e‐Government services, lack of digital literacy, lack of awareness surrounding web content accessibility, and limited access to assistive technology (Almourad et al, 2019; Harder, 2017). Several studies have also noted the need for readily available resources for the implementation of an accessible e‐Government system (Flaxman et al, 2017; Glyptis et al, 2020; Kariuki et al, 2019; Zhenbin et al, 2019). However, many e‐Government systems lack adequate resources.…”

Section: Introductionmentioning

confidence: 99%

“…There remains limited literature documenting what challenges designers and developers face, and there is a dearth of understanding as to how to potentially address those challenges, in order to arrive at an accessible e‐Government solution for all. Several studies have noted the need for better understanding of these challenges for the implementation of an accessible e‐Government system (Flaxman et al, 2017; Glyptis et al, 2020; Kariuki et al, 2019; Zhenbin et al, 2019). This study contributes toward addressing this gap in extant literature, providing a better understanding of the challenges that designers and developers face when developing accessible e‐Government solutions.…”

Section: Introductionmentioning

confidence: 99%

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Factors influencing the design and implementation of accessible e‐Government services in South Africa

Abdurahman,

Kabanda

2024

E J Info Sys Dev Countries

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As governments embark on providing their services online (e‐Government services), it is imperative for them to ensure that these services remain accessible to all online users. Prior studies have demonstrated that providing accessible online services remains a challenge for most governments, and more so for developing countries. This study seeks to identify and better understand the factors influencing the design and implementation of accessible e‐Government services. The study employed qualitative semi‐structured interviews in order to collect primary data from twelve government employees working as developers, designers, business analysts, and the management team. The data were analyzed using thematic analysis. This study identifies two key factors influencing the design and implementation of accessible e‐Government services, namely: organizational structures and stakeholder supporting structures. Furthermore, the findings explain how these factors affect the current practices of designing and implementing accessible e‐Government services. Four practices in use were recognized as instrumental in the design and implementation of accessible e‐Government services. These are: (i) championing accessibility; (ii) adoption of an omni‐channel approach, as well as digital learning and awareness; (iii) development of inhouse guidelines and best practices, as well as support for developing assistive technologies; (iv) and lastly, reflective practices. The study discusses the implications of these findings for future studies.

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