An e-Government Assessment Framework for Service Delivery in South Africa’s Municipalities: Rational Choice Theory Approach

Conference proceedings article


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Publication Details

Contributor list: Masinde E

Publisher: IIMC International Information Management Corporation

Place: Nairobi, Kenya

Publication year: 2019

Start page: 1

End page: 14

Number of pages: 14

ISBN: 978-1-905824-62-5


While there is no doubt that assessment of the success of e-Government information systems is one of the most researched topics in the area of Information Systems’ models, most of this is concerned with systems in the confinement of a work place. To this end, the systems are assessed in terms their efficacy as productive tools. On the other hand, researchers are in agreement that citizens’ willingness to make use of e-services is the most dominating factor in successful e- Government solutions’ implementation. To this end, competence, awareness and motivation of the citizens forms the key drivers. While focusing on the motivation/willingness aspect, the research reported in this paper applies Rational Choice Theory, as embedded within the Task-Technology Fit Model, to assess the effectiveness of e-Government solutions in supporting service delivery agenda in three municipalities in South Africa. In doing so, it is demonstrated that an effective e-Government solution provides a fit to the service delivery task and it is a precursor for minimising the ever-increasing service delivery protests in South Africa.


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Last updated on 2020-30-07 at 13:05