Technology as a driving force of service delivery in the King Sabata Dalindyebo Local Municipality

Yamkela Ntando and Malefatsane Alphons Mofolo
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Yamkela Ntando: Walter Sisulu University
Malefatsane Alphons Mofolo: Walter Sisulu University

International Journal of Business Ecosystem & Strategy (2687-2293), 2024, vol. 6, issue 6, 212-224

Abstract: The emergence of the fourth industrial revolution has seen governments around the world seeking new ways of delivering services to the people. The infusion of technological aspects in governance seeks to enhance service delivery in the public sector. This paper sought to investigate the role played by technology in facilitating service delivery to the people. To showcase the impact played by technology on issues of local government, the diffusion of innovation theory was utilised as a theoretical foundation of this paper. The literature indicated that technology plays a fundamental role in the service delivery process. Studies conducted in this research area revealed that technology plays a pivotal role in the dissemination of public services to the residents by municipalities. This paper adopted a mixed method approach and a case study research design. The quantitative data was collected through closed ended questionnaires while the qualitative data was collected through semi-structured interviews. This paper sampled a total of 36 participants in the King Sabata Dalindyebo Local Municipality through simple random sampling technique in the few selected different wards of the municipality. The closed ended questionnaires were distributed to 30 participants while 6 municipal officials were interviewed. The quantitative data was analysed using SPSS while the qualitative data was analysed through a thematic approach. The findings of this paper revealed that King Sabata Dalindyebo Local Municipality appreciates and embraces the technological reforms. A significant percentage of the respondents further indicated that King Sabata Dalindyebo Local Municipality is average in terms of utilising technology in terms of service delivery. The study further concluded that municipalities must improve and adopt the technological advancements that are present in the public sector. The study also concluded that municipalities cannot turn a blind eye to the ever-changing environment and thus need to improve service delivery through the introduction of technology. This paper thus recommends that technological changes be adopted to improve service delivery within local government. It further recommends that technology should be exploited to fast-track service delivery.

Keywords: Technology; Service delivery; Residents; Innovation; Fourth Industrial Revolution (search for similar items in EconPapers)
Date: 2024
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