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This conceptual paper's objectives describe how the utilization of technology and information systems in government institutions developing e-government can improve public service performance and quality. The development of information and technology helps humans and the organization to successfully their operation. The operational system more accurate, useful, and efficient. Most governmental bodies have a low-performance rate in matters of bureaucracy. To repair the quality of bureaucratic performance in government institutions, there is a need to introduce public transparency and accountability to increase the role of public control. The usage of modern technology and systems in government is known as e-government.

Service delivery protests in the recent past demonstrate the dire state of local government in South Africa. The absence of public sector innovation can be linked to service delivery backlogs hence embracing digital innovations (Internet of Things (IoT), Big data and analytics, cloud, Biometrics, computers, mobile applications, 3D machines) in the Fourth Industrial Revolution (4IR) is strategic for enhancing municipal service provision and uplifting the living standards of citizens in communities.  The study utilised an explorative qualitative case study design premised on an extensive literature and document review analysis to examine the barriers facing the City of Tshwane from adopting digital innovations in the 4IR. The analysis of documents revealed digital hesitancy, leadership void, lack of innovative research culture, weak municipal preparedness, and digital divide in adopting digital innovations are barriers to digital innovation adoption to enhance service delivery. The paper observes further the lack of systematic and evaluative studies to inform public sector innovation, or growth in digital innovations often led to implementation challenges in the City of Tshwane. Conclusions drawn for the article revealed that adopting digital innovations can be the panacea to accelerating urban service delivery in the City of Tshwane; hence institutional readiness, improved revenue streams, including a stable regulatory and policy environment, are imperatives in achieving a digitalised local government in the 4IR.

The study explored the adoption of information communication technologies (ICT) and its integration in Africa as an e-Government system. The article contributes to the continuing debate regarding the constraints that developing-country e-government systems face when it comes to the implementation and adoption of ICT as e-Governance for service delivery and the realization of socio-economic development. The study covers the various stakeholders who may have an impact on the implementation of e-Government at the grassroots level. It also highlights the barriers cited by other scholars of e-Governance that require local government attention. The impediments include challenges with governance, access to resources, leadership, ICT skills and funding. The study primarily relies on secondary data that is available in both the private and public domain to produce qualitative primary data. The research observations are on the essential role that local municipalities play in pursuing e-Government by using inductive thematic data analysis. The research concluded that the planning and implementation of e-governance should focus on finding methods to address a variety of issues which includes amongst other ensuring that the existing e-Governance initiatives gives valuable insight into what works and what does not, and provides meaningful guidance in developing and refining e-governance.

This study aims to investigate users’ satisfaction with e-Government services of Myanmar through a study of a specific e-Government service, the Myanmar Companies Online registration (MyCO) system. The MyCO system was chosen for this study because it is the initiative well-developed e-Government service in Myanmar. On the other hand, the company registration authority of Myanmar, the Directorate of Investment and Company Administration (DICA), has continuously made every endeavor to optimize responsive its e-Government services, after almost four years from the launching date of the MyCO system, systematically analyzing for optimizing the system still remains to research. In order to track public perception of the system, an online survey was conducted. The questionnaires were designed based on the Technology Acceptance Model in the fields of customer satisfaction consisting mainly of three main factors, perceived ease of use, perceived usefulness and perceived risk. Questionnaires were collected and analyzed with the respondents identifying themselves as having used the MyCO system. Notwithstanding the overall 79% of respondents were very satisfied and 20% were satisfied to some extent, payment transaction issues and some technical challenges are still remained in the system to be addressed to become a better user-centric public service. This study will support a number of contributions to find out the gap between e-Government services implementation and how publics’ expectations of e-Government services. The result of this study will provide awareness to DICA to improve more efficiency and effectiveness in implementing best practices in the provision of user-centric public services based on the public’s needs and demands.

This article seeks to analyse the impact of systemic hurdles, organisational inertia, and technology limitations on the digital transformation initiatives of the State Information Technology Agency (SITA) in South Africa. The study aims to present a comprehensive framework to improve SITA's digital transformation strategy by tackling these obstacles. This article aims to identify key areas including policy restructuring, capacity building, and the adoption of modern technologies such as cloud computing, big data, and the Internet of Things (IoT). We utilised a mixed qualitative-analytical approach for data collecting and processing. Primary data were collected via semi-structured interviews with SITA personnel, while secondary data were sourced from official SITA papers, such as annual reports and strategy plans. Thematic analysis was employed to discern reoccurring patterns and themes. An analysis was conducted on a dataset of SITA's digital activities spanning from 2012 to 2021. The study's principal findings indicate that (i) systemic obstacles, including antiquated infrastructure and reluctance to change, substantially hinder digital transformation, (ii) effective security protocols and strategic alliances are crucial for surmounting these obstacles, and (iii) the establishment of a comprehensive framework encompassing capacity building and the integration of advanced technologies can significantly bolster SITA's digital transformation initiatives, thereby enhancing. Nonetheless, the study possesses drawbacks, notably its dependence on qualitative data, which may not encompass the entirety of challenges encountered by SITA. Subsequent study ought to adopt a mixed methodologies approach to facilitate a more thorough analysis. Notwithstanding these constraints, the report provides significant insights and pragmatic recommendations for policymakers and practitioners engaged in digital transformation programs at SITA.  

Public sector institutions are often characterised by service delivery delays, time management challenges, paper-based activities, and limited application of digital technologies. Digital transformation has become a crucial tool for enhancing institutional efficacy for the purposes of achieving set goals and objectives, and ultimately improved service delivery. This article explores the significance of digital transformation in enhancing institutional efficacy in public sector institutions. The Department of Home Affairs, Vhembe District served as a reference. Structured questionnaires were used to gather data from 120 officials of the Department of Home Affairs using a quantitative research method. The findings indicate that digital transformation improves service quality and speed, supports informed decision-making, enhances collaboration and communication and increases administrative efficiency and accuracy. The article highlights digital transformation as a strategic enabler of institutional performance that promotes responsive, accountable and citizen centred government. The study recommends strengthening digital infrastructure, investing in continuous staff training, integrating communication platforms and promoting citizen centred digital services.

Electronic public participation (EPP) is becoming more popular to enhance traditional public engagement and promote equitable municipal planning. But the degree to which digital engagement provides significant public impact in South Africa’s Integrated Development Planning (IDP) process is not well recognised. This study looks into EPP practices, application challenges, and potential for improving digital engagement in three metropolitan municipalities: Cape Town, Ekurhuleni, and Nelson Mandela Bay. A mixed-methods, multiple-case research design was used. Data were obtained from 588 participants, who included municipal officials, ward councillors, ward committee members, and residents, with 260 formal and 250 informal settlement populations. Quantitative data from local residents were evaluated using descriptive statistics and Pearson’s chi-square tests, whilst interviews and open-ended questions were thematically analysed using Dedoose and combined during interpretation. The findings show that EPP is entrenched unequally across local municipalities and IDP phases. The City of Cape Town and Nelson Mandela Bay made better use of online and blended engagement, whilst Ekurhuleni leaned more mainly on traditional meeting procedures. Across municipalities, digital engagement was focused on information exchange, consultation, analysis, and project-related phases, with less integration into strategic planning, approval, execution, and monitoring. Digital disparity, inadequate institutional capacity, and ineffective feedback systems all hampered meaningful involvement. The evidence, as explained using Arnstein’s Ladder, Smart Governance Theory, and Collaborative Governance Theory, reveals that online access has increased faster than citizen control. As such, this research offers a holistic EPP implementation framework which combines digital and in-person interaction throughout the IDP process, backed up by equitable access, institutional cooperation, feedback, accountability, and joint decision-making avenues. The framework also emphasises the opportunity of EPP to improve stakeholder collaboration and the larger municipal economic landscape.

The global rise of Artificial Intelligence (AI) and Information and Communication Technology (ICT) has positioned digital transformation as a key strategy for improving efficiency, transparency, and responsiveness in public service delivery. In South Africa, however, persistent service delivery protests, limited institutional capacity, and resource constraints continue to undermine effective governance, raising critical questions about the readiness and effectiveness of AI and ICT adoption in the public sector. This paper, therefore, examines the impact of AI and ICT on public service transformation in South Africa, with a focus on their potential to improve service delivery and the barriers limiting their effective implementation. Methodologically, the paper adopts a qualitative research approach based on secondary data, drawing on peer-reviewed literature, government reports, and relevant case studies on digital transformation in public administration. Through thematic synthesis, the paper analyses patterns of adoption, impact, and implementation challenges across key public service domains. The findings reveal that AI and ICT have contributed to improved e-government services, enhanced administrative efficiency, and greater transparency in selected areas of public service delivery. However, these benefits remain uneven and fragmented due to persistent challenges, including inadequate infrastructure, limited financial and human resources, resistance to change, regulatory constraints, low levels of digital literacy, and outdated legacy systems. These barriers collectively slow down system-wide digital transformation and limit the scalability of technological innovations. The paper contributes by providing a consolidated and updated synthesis of fragmented evidence on AI and ICT adoption in South Africa’s public sector, offering a clearer understanding of both progress and persistent structural constraints. It further indicates that digital transformation is not solely a technological issue but also an institutional and governance challenge. The paper recommends prioritised investment in modern ICT infrastructure, strengthened digital skills development for public servants, and the establishment of a coherent national digital transformation strategy. It further recommends simplifying procurement processes, fostering an innovation-oriented public sector culture, and strengthening regulatory and ethical governance frameworks to ensure accountability, inclusivity, and sustainable digital transformation in public service delivery.

The Fourth Industrial Revolution (4IR) altered how institutions and people interact and operate in various contexts. Technological advancements through e-government have resulted in more responsible, transparent, effective, and efficient governance and service delivery in Lesotho. The adoption of e-government and its influence on service delivery in Lesotho are examined in this study using a systematic scoping review process guided by the PRISMA 2020 framework. Using the Technology Acceptance Model (TAM) as its theoretical lens, the study argues that citizen adoption is dependent on perceived usefulness and ease of use, both of which are significantly hindered by local constraints. The evaluation acknowledges gains made through programmes such as the 2013 e-Government Infrastructure Project, which has increased efficiency and transparency, particularly in metropolitan areas such as Maseru. Nevertheless, it also draws attention to a notable implementation gap, with a sizable urban-rural digital divide that marginalises rural residents due to inadequate infrastructure, expensive ICT, and restricted coverage. Serious accessibility issues are also exacerbated by inadequate digital literacy and the predominance of English over Sesotho on government websites. According to the study, resolving these problems calls for a multifaceted strategy. Investing in rural digital infrastructure, lowering access fees, requiring multilingual and accessible digital content, and starting national digital literacy initiatives are all part of this strategy to transform e-government into a tool for equitable service delivery and inclusive development for all Basotho.

This essay elucidates the challenges of public sector innovation in Somalia and proposes potential solutions. It synthesises documentary research with four succinct case studies to discern the policy and organisational barriers that predominantly hinder experimentation, scaling, and institutionalisation of improved methodologies. At the policy level, restrictive fiscal constraints, inflexible public financial management and procurement processes, along with inadequate data and platform governance, limit the capacity for experimentation and expansion. At the organisational level, deficiencies in capabilities, cultures dominated by compliance, inadequate portfolio management, and fragmented coordination across central, line, and federal member states hinder iteration and spread. The overarching fragility, insecurity, and climate disturbances in Somalia amplify the perceived consequences of failure, hence intensifying risk aversion. The article presents a Somalia-specific, multi-tiered barrier model consistent with OECD/OPSI principles and the GovTech modernisation agenda, and suggests practical enabling mechanisms: a pre-approved experimentation period within public financial management regulations, guidance for procurement aimed at innovation, pathways to scalability through national payment and identification systems, and focused capacity development linked to civil service remuneration and grading reform. The assertion is clear: absent safeguarded fiscal and procedural environments for regulated risk-taking and a measured yet rigorous expansion of organisational innovation capacities, Somalia's potential digital and institutional changes will fail to achieve their intended outcomes.