Abstract

Local government is responsible for the direct provision of services to citizens. The acceptance and use of digital technologies catalyses service delivery. The study aimed to examine the perceptions of employees in the Nelson Mandela Metropolitan Municipality on the role of E-government in enhancing local government efficiency. Interviews were conducted with a sample of 12 participants employed at the customer service unit ranging from senior managers to non-managers. The findings reveal that there is a limited understanding of digital technologies. The study found that opportunities for new learning pathways; timeliness, accuracy and enhanced productivity; precision and elimination of human error and effective presentation and preservation of data were ways in which e-government enhances local government efficiency. The study thus recommends ICT skills development and training, investment in expansion of internet access to citizens, the development and adoption of Apps with the end-user needs in mind, upgrading of cyber security and maximisation of digital technology as cost-effective communication tools.

Keywords: Digital transformation, benefits, local government, service delivery, Nelson Mandela Bay Municipality